---
schema_version: "1"
id: 484466c8370a86da206cc8c9805bcf7e1ca43bd9ea64d4f094d5aff36d4165c7
title: AI Actions for Policy Query 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_policy_query_mngmnt.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_employees_policy_query_mngmnt.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 58ff769870e2527220c24fb27f4dbbbb0d8617db1ac9561fe013ab7268251f0d
description: Employees can access company policies, guidelines, benefits, and entitlements using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Get accurate information on allowances, limits, and policy requirements to make informed decisions.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# AI Actions for Policy Query Management

Employees can access company policies, guidelines, benefits, and entitlements using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Get accurate information on allowances, limits, and policy requirements to make informed decisions.

### 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 querying the knowledge base, navigating policy requirements, and understanding entitlements and allowances to get accurate answers quickly.

## Answer Policy Questions

Here's how an employee gets answers to company policy questions 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="d43315e73">Instructions</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d43315e76">Example Utterance or User Input</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d43315e79">Agent response</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d43315e82">Standard Action Engaged</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d43315e73 ">Ask a question about a company policy so that the agent can search the relevant
              policy clauses and provide a personalized summary based on your context.</td>

            <td data-label="Example Utterance or User Input" class="slds-cell-wrap" style="vertical-align:top;" headers="d43315e76 ">
              <ul>
                <li>What is the company policy on remote work?</li>

                <li>How many days of annual leave am I entitled to?</li>

                <li>What is the expense reimbursement policy for travel?</li>

                <li>What are the guidelines for requesting parental leave?</li>

              </ul>
            </td>

            <td data-label="Agent response" class="slds-cell-wrap" style="vertical-align:top;" headers="d43315e79 ">
              <p>The agent searches the relevant policy documents, summarizes the applicable
                policy clauses, and presents a personalized response based on the employee's context
                (for example, based on your role and location, you are entitled to 20 days of annual
                leave per year. Refer to the Leave Policy section 3.2 for full details).</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> Policy information is based on the available policy documents and is
                      personalized using the employee's context. For complex or sensitive policy
                      queries, contact your HR team for further guidance.</div>
                  </div>
                </div>
              </div>
            </td>

            <td data-label="Standard Action Engaged" class="slds-cell-wrap" style="vertical-align:top;" headers="d43315e82 "><a href="https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answerpolicyquestion.htm&amp;type=5&amp;language=en_US" target="_blank">Answer Policy Questions</a></td>

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