---
schema_version: "1"
id: 6c84c739991152a8501950215d178de378f6fa237d8cdb7a4245143534829eaf
title: AI Actions for Network Management
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_agentforce_employees_network_mngmnt.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_employees_network_mngmnt.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: cbe81e33fb380b9d59a8f65059a6f1782ecda5d292ec5a3f41bc41a5b46dd62c
description: Employees can report network issues, request connectivity support, and manage remote access problems using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Get rapid resolution for Wi-Fi failures, VPN issues, password resets, and authentication errors to minimize downtime.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# AI Actions for Network Management

Employees can report network issues, request connectivity support, and manage remote access problems using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Get rapid resolution for Wi-Fi failures, VPN issues, password resets, and authentication errors to minimize downtime.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Unlimited and Enterprise editions with AI Agent for Employees add-on.</td></tr></tbody></table>

Agentforce guides employees through resolving Wi-Fi and internet outages, configuring VPN connections, and resetting passwords and authentication credentials to restore system access.

## Answer Questions with Knowledge

Here's how an employee asks a question about network connectivity and remote access troubleshooting by using Agentforce. You can also see the action that's triggered in response to the employee's input.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:25%">
          <col style="width:25%">
          <col style="width:25%">
          <col style="width:25%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d118528e73">Instructions</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d118528e76">Example Utterance or User Input</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d118528e79">Agent response</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d118528e82">Standard Action Engaged</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d118528e73 ">Ask a question about network connectivity policies, VPN configuration, or
              remote access troubleshooting so that the agent can search the knowledge base and
              provide a relevant answer.</td>

            <td data-label="Example Utterance or User Input" class="slds-cell-wrap" style="vertical-align:top;" headers="d118528e76 ">
              <ul>
                <li>How do I reset my VPN connection when it keeps dropping?</li>

                <li>What should I do if my Wi-Fi is not connecting to the corporate network?</li>

                <li>How do I reset my network password?</li>

                <li>What are the steps to fix an authentication error when logging in remotely?</li>

              </ul>
            </td>

            <td data-label="Agent response" class="slds-cell-wrap" style="vertical-align:top;" headers="d118528e79 ">The agent searches the knowledge base and returns a relevant answer based on
              your question (for example, to reset your VPN connection, disconnect from the
              current session, restart the VPN client, clear the cached credentials, and
              reconnect using your corporate credentials). If no match is found, the agent offers
              to raise a ticket or escalate to the support team.</td>

            <td data-label="Standard Action Engaged" class="slds-cell-wrap" style="vertical-align:top;" headers="d118528e82 "><a href="https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&amp;type=5&amp;language=en_US" target="_blank">Answer Questions with Knowledge</a></td>

          </tr>
        </tbody>
      </table>

## Get Eligible Service Catalog Items

Here's how an employee retrieves eligible network service catalog items by using Agentforce. You can also see the action that's triggered in response to the employee's input.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:25%">
          <col style="width:25%">
          <col style="width:25%">
          <col style="width:25%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d118528e150">Instructions</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d118528e153">Example Utterance or User Input</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d118528e156">Agent response</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d118528e159">Standard Action Engaged</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d118528e150 ">Describe the network service or connectivity issue you need support for so
              that the agent can retrieve the eligible service catalog items that match your
              request.</td>

            <td data-label="Example Utterance or User Input" class="slds-cell-wrap" style="vertical-align:top;" headers="d118528e153 ">
              <ul>
                <li>What network service catalog items am I eligible for?</li>

                <li>Show me the available services I can request for connectivity issues.</li>

                <li>What VPN or Wi-Fi services can I request from the catalog?</li>

                <li>List the network support services available for remote workers.</li>

              </ul>
            </td>

            <td data-label="Agent response" class="slds-cell-wrap" style="vertical-align:top;" headers="d118528e156 ">The agent retrieves a list of eligible service catalog items based on your
              description and presents the matching results (for example, based on your request,
              the following service catalog items are available: VPN Access Request, Wi-Fi
              Troubleshooting, Password Reset, and Remote Access Configuration). Select an item
              to proceed with your request.</td>

            <td data-label="Standard Action Engaged" class="slds-cell-wrap" style="vertical-align:top;" headers="d118528e159 "><a href="https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&amp;type=5&amp;language=en_US" target="_blank">Get Eligible Service Catalog Items</a></td>

          </tr>
        </tbody>
      </table>

## Execute Service Catalog Item Flow

Here's how an employee runs a network service catalog item flow by using Agentforce. You can also see the action that's triggered in response to the employee's input.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:25%">
          <col style="width:25%">
          <col style="width:25%">
          <col style="width:25%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d118528e227">Instructions</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d118528e230">Example Utterance or User Input</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d118528e233">Agent response</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d118528e236">Standard Action Engaged</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d118528e227 ">Request a network service catalog item so that the agent can initialize the
              flow using the product ID and guide you through each step until the request is
              complete.</td>

            <td data-label="Example Utterance or User Input" class="slds-cell-wrap" style="vertical-align:top;" headers="d118528e230 ">
              <ul>
                <li>I need to request VPN access for remote work.</li>

                <li>How do I submit a Wi-Fi connectivity support request?</li>

                <li>I'd like to reset my network password through the service catalog.</li>

                <li>Can I request remote access configuration for my home office?</li>

              </ul>
            </td>

            <td data-label="Agent response" class="slds-cell-wrap" style="vertical-align:top;" headers="d118528e233 ">
              <p>The agent initializes the service catalog item flow using the product ID and
                guides you through a series of steps, collecting the required inputs at each stage
                (for example, after you select VPN Access Request, the agent prompts you to specify
                your device type, operating system, work location, and manager approval). The agent
                continues looping through subsequent steps until the flow is complete or an error is
                returned.</p>
              <div>
                <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium">
                  <div class="slds-media slds-media_responsive">
                    <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png" alt="Note"></span></div>
                    <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> This action is designed for catalog items with a manageable, predictable set
                      of configuration options. It is not intended for highly complex product
                      configurations.</div>
                  </div>
                </div>
              </div>
            </td>

            <td data-label="Standard Action Engaged" class="slds-cell-wrap" style="vertical-align:top;" headers="d118528e236 "><a href="https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&amp;type=5&amp;language=en_US" target="_blank">Execute Service Catalog Item Flow</a></td>

          </tr>
        </tbody>
      </table>

## Get Product Launch Card

Here's how an employee retrieves network service process launch details by using Agentforce. You can also see the action that's triggered in response to the employee's input.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:25%">
          <col style="width:25%">
          <col style="width:25%">
          <col style="width:25%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d118528e310">Instructions</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d118528e313">Example Utterance or User Input</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d118528e316">Agent response</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d118528e319">Standard Action Engaged</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d118528e310 ">Provide the network service or connectivity request name so that the agent can
              retrieve the corresponding process launch details, including the cover image and the
              intake form link.</td>

            <td data-label="Example Utterance or User Input" class="slds-cell-wrap" style="vertical-align:top;" headers="d118528e313 ">
              <ul>
                <li>How do I get started with the VPN access request process?</li>

                <li>Show me the launch details for the Wi-Fi troubleshooting service.</li>

                <li>Where can I find the intake form for the remote access configuration?</li>

                <li>Get me the product launch card for the password reset service.</li>

              </ul>
            </td>

            <td data-label="Agent response" class="slds-cell-wrap" style="vertical-align:top;" headers="d118528e316 ">The agent retrieves the process launch details for the requested network
              service and presents a card with the cover image and a link to the specific intake
              form (for example, here is the launch card for the VPN Access Request process.
              Click the link to open the intake form and submit your request).</td>

            <td data-label="Standard Action Engaged" class="slds-cell-wrap" style="vertical-align:top;" headers="d118528e319 "><a href="https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&amp;type=5&amp;language=en_US" target="_blank">Get Product Launch Card</a></td>

          </tr>
        </tbody>
      </table>

## Create Incident For Employee

Here's how an employee creates an incident for an unresolved network or connectivity issue by using Agentforce. You can also see the action that's triggered in response to the employee's input.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:25%">
          <col style="width:25%">
          <col style="width:25%">
          <col style="width:25%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d118528e387">Instructions</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d118528e390">Example Utterance or User Input</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d118528e393">Agent response</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d118528e396">Standard Action Engaged</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d118528e387 ">Describe your network or connectivity issue so that the agent can create an
              incident on your behalf if the issue cannot be resolved with knowledge articles or
              if no relevant articles exist.</td>

            <td data-label="Example Utterance or User Input" class="slds-cell-wrap" style="vertical-align:top;" headers="d118528e390 ">
              <ul>
                <li>My VPN still won't connect after following the steps. Please raise a
                  ticket.</li>

                <li>None of the articles helped with my Wi-Fi issue. Can you create an incident
                  for me?</li>

                <li>I need to log an incident for a complete internet outage at my location.</li>

                <li>The suggested articles didn't fix my authentication error. Please create an
                  incident.</li>

              </ul>
            </td>

            <td data-label="Agent response" class="slds-cell-wrap" style="vertical-align:top;" headers="d118528e393 ">
              <p>The agent creates an incident for the reported network issue and provides a
                confirmation with the ticket number (for example, INC-0038, VPN connection failure
                for user@company.com on Windows 11, status: assigned to Network Support team).</p>
              <div>
                <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium">
                  <div class="slds-media slds-media_responsive">
                    <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png" alt="Note"></span></div>
                    <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> The agent creates an incident only when the issue cannot be resolved with
                      existing knowledge articles or when no relevant articles are available. If
                      matching knowledge articles are found, the agent presents them first before
                      creating an incident.</div>
                  </div>
                </div>
              </div>
            </td>

            <td data-label="Standard Action Engaged" class="slds-cell-wrap" style="vertical-align:top;" headers="d118528e396 "><a href="https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&amp;type=5&amp;language=en_US" target="_blank">Create Incident For Employee</a></td>

          </tr>
        </tbody>
      </table>