---
schema_version: "1"
id: 4d3be9f833472594256c8a4f7222099c70bd6d6f19dbdb24dcfda72fcf76ddeb
title: AI Actions for Software 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_software_mngmnt.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_employees_software_mngmnt.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 4d12225a22f16c19c855aea6d44cbf5a1f98cf64a2ae83daa3e27009ce476680
description: Employees can request software installation and configuration, report technical issues, and manage license renewals using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Get rapid resolution for application errors and ensure access to required software tools.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# AI Actions for Software Management

Employees can request software installation and configuration, report technical issues, and manage license renewals using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Get rapid resolution for application errors and ensure access to required software tools.

### 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 troubleshooting software errors, evaluating new applications, and managing software updates, uninstallation, and operating system reinstallation to ensure optimal tool performance.

## Get Available Softwares For Employee

Here's how an employee searches for available software applications 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="d122007e73">Instructions</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d122007e76">Example Utterance or User Input</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d122007e79">Agent response</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d122007e82">Standard Action Engaged</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d122007e73 ">Describe the software you are looking for so that the agent can search and
              retrieve the list of available software applications that match your query.</td>

            <td data-label="Example Utterance or User Input" class="slds-cell-wrap" style="vertical-align:top;" headers="d122007e76 ">
              <ul>
                <li>Do we have any softwares for Adobe?</li>

                <li>What softwares are available for video editing?</li>

                <li>Is there any software available for project management?</li>

                <li>What design tools are available for me?</li>

              </ul>
            </td>

            <td data-label="Agent response" class="slds-cell-wrap" style="vertical-align:top;" headers="d122007e79 ">The agent searches and retrieves the list of available software applications
              that match the provided search query and presents the results to the employee (for
              example, the following Adobe software applications are available: Adobe Acrobat,
              Adobe Creative Cloud, and Adobe Sign). Select an application to proceed with a
              request.</td>

            <td data-label="Standard Action Engaged" class="slds-cell-wrap" style="vertical-align:top;" headers="d122007e82 "><a href="https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getavailablesoftwaresforemployee.htm&amp;type=5&amp;language=en_US" target="_blank">Get Available Softwares For Employee</a></td>

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

## Get Assigned Software For Employee

Here's how an employee retrieves their assigned software applications from Okta 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="d122007e150">Instructions</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d122007e153">Example Utterance or User Input</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d122007e156">Agent response</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d122007e159">Standard Action Engaged</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d122007e150 ">Ask the agent to show your assigned software applications so that it can look
              up your Okta profile using your email address and retrieve the assigned application
              links.</td>

            <td data-label="Example Utterance or User Input" class="slds-cell-wrap" style="vertical-align:top;" headers="d122007e153 ">
              <ul>
                <li>What software applications are assigned to me?</li>

                <li>Show me the apps I have access to.</li>

                <li>Which software licenses do I currently have?</li>

                <li>List the applications assigned to my account.</li>

              </ul>
            </td>

            <td data-label="Agent response" class="slds-cell-wrap" style="vertical-align:top;" headers="d122007e156 ">
              <p>The agent looks up the employee's Okta profile using their email address and
                retrieves the list of software applications currently assigned to them (for example,
                the following software applications are assigned to your account: Salesforce, Slack,
                Zoom, and Microsoft Office 365). Select an application to access it directly.</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 retrieves software applications from Okta using the logged-in
                      user's email address. If your assigned applications appear incorrect, contact
                      your IT team to update your Okta profile.</div>
                  </div>
                </div>
              </div>
            </td>

            <td data-label="Standard Action Engaged" class="slds-cell-wrap" style="vertical-align:top;" headers="d122007e159 "><a href="https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getassignedsoftwareforemployee.htm&amp;type=5&amp;language=en_US" target="_blank">Get Assigned Softwares For Employee</a></td>

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

## Answer Questions with Knowledge

Here's how an employee asks a question about software policies, installation procedures, and license management 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="d122007e232">Instructions</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d122007e235">Example Utterance or User Input</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d122007e238">Agent response</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d122007e241">Standard Action Engaged</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d122007e232 ">Ask a question about software installation policies, license management, or
              application 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="d122007e235 ">
              <ul>
                <li>What is the process for requesting a new software installation?</li>

                <li>How do I renew my software license before it expires?</li>

                <li>What should I do if my application keeps crashing?</li>

                <li>How do I get approval for a non-standard software tool?</li>

              </ul>
            </td>

            <td data-label="Agent response" class="slds-cell-wrap" style="vertical-align:top;" headers="d122007e238 ">The agent searches the knowledge base and returns a relevant answer based on
              your question (for example, to request a software installation, submit a request
              through the IT service portal with the application name, version, and business
              justification for IT approval). 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="d122007e241 "><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 software 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="d122007e310">Instructions</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d122007e313">Example Utterance or User Input</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d122007e316">Agent response</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d122007e319">Standard Action Engaged</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d122007e310 ">Describe the software application or service you need 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="d122007e313 ">
              <ul>
                <li>What software catalog items am I eligible for?</li>

                <li>Show me the available software services I can request from IT.</li>

                <li>What software installation or license options can I request from the
                  catalog?</li>

                <li>List the software services available for my role.</li>

              </ul>
            </td>

            <td data-label="Agent response" class="slds-cell-wrap" style="vertical-align:top;" headers="d122007e316 ">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: Software Installation Request,
              License Renewal, Application Troubleshooting, and Operating System Reinstallation).
              Select an item to proceed with your request.</td>

            <td data-label="Standard Action Engaged" class="slds-cell-wrap" style="vertical-align:top;" headers="d122007e319 "><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 software 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="d122007e387">Instructions</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d122007e390">Example Utterance or User Input</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d122007e393">Agent response</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d122007e396">Standard Action Engaged</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d122007e387 ">Request a software 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="d122007e390 ">
              <ul>
                <li>I need to install Adobe Acrobat on my laptop.</li>

                <li>How do I submit a software license renewal request?</li>

                <li>I'd like to request a new software tool for my team.</li>

                <li>Can I request an operating system reinstallation through the catalog?</li>

              </ul>
            </td>

            <td data-label="Agent response" class="slds-cell-wrap" style="vertical-align:top;" headers="d122007e393 ">
              <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 Software Installation Request, the agent prompts you
                to specify the application name, version, device asset tag, and business
                justification). 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="d122007e396 "><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 software 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="d122007e469">Instructions</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d122007e472">Example Utterance or User Input</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d122007e475">Agent response</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d122007e478">Standard Action Engaged</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d122007e469 ">Provide the software service or application 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="d122007e472 ">
              <ul>
                <li>How do I get started with the software installation request process?</li>

                <li>Show me the launch details for the license renewal service.</li>

                <li>Where can I find the intake form for the application troubleshooting
                  service?</li>

                <li>Get me the product launch card for the operating system reinstallation
                  service.</li>

              </ul>
            </td>

            <td data-label="Agent response" class="slds-cell-wrap" style="vertical-align:top;" headers="d122007e475 ">The agent retrieves the process launch details for the requested software
              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 Software Installation 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="d122007e478 "><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 software 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="d122007e546">Instructions</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d122007e549">Example Utterance or User Input</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d122007e552">Agent response</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d122007e555">Standard Action Engaged</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d122007e546 ">Describe your software 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="d122007e549 ">
              <ul>
                <li>My application keeps crashing and the steps didn't help. Please raise a
                  ticket.</li>

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

                <li>I need to log an incident for a software license that won't activate.</li>

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

              </ul>
            </td>

            <td data-label="Agent response" class="slds-cell-wrap" style="vertical-align:top;" headers="d122007e552 ">
              <p>The agent creates an incident for the reported software issue and provides a
                confirmation with the ticket number (for example, INC-0042, Adobe Creative Cloud
                crashing on launch, macOS Sonoma 14.3, status: assigned to Software 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="d122007e555 "><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>