IT teams get instant context by summarizing incidents, problems, changes, releases and Slack conversations. Use Agentforce to propose resolutions, generate root-cause summaries, and automate documentation including post-incident reviews (PIRs). Streamline daily operations by updating records, drafting emails, scheduling meetings, and assessing deployment health without performing manual audits.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, and Unlimited Editions with Agentforce IT Service. |
Streamline IT service management by using Agentforce. The primary benefits and features include:
- Automate Repetitive Tasks to Accelerate Resolution: Agentforce automates repetitive tasks by generating issue summaries, suggesting resolutions from historical data, and automatically linking related records.
- Enhance Service Quality and Proactive Management: Agentforce improves data integrity by assigning the correct priority and category to records. It also proactively identifies incident or problem trends, which helps teams address root causes faster and evaluate whether a problem record must be created from the incident.
- Streamline Stakeholder Communication: AI-generated email drafts and swarm summaries help fulfillers provide clear, consistent, and timely updates to stakeholders. This improves transparency and ensures thorough documentation for every issue.
Example of conversation preview with the IT Fulfiller agent
- AI Actions for Calendar Management
IT service desk members can schedule meetings, coordinate calendars, and manage event invitations by using Agentforce in their preferred channel. Streamline meeting coordination by creating events based on attendee availability, adding or removing participants, and handling the complete invitation process to reduce scheduling time and conflicts. - AI Actions for Change Request Management
Agentforce automatically populates key fields such as change type, business justification, impact analysis, and risk level. This automation streamlines scheduling, reduces manual effort, and improves the change request management process. - AI Actions for Incident Management
Accelerate incident resolution and improve accuracy by using incident actions. Fulfillers and managers can use incident actions to track and resolve issues efficiently throughout the incident lifecycle. - AI Actions for Problem Management
Accelerate problem resolution and improve accuracy by using problem actions. Problem fulfillers and managers use problem actions to streamline diagnostics and automate collaboration workflows to resolve issues efficiently throughout the problem lifecycle. - AI Actions for Release Management
Release managers use Agentforce to summarize releases and gain context throughout the lifecycle. - AI Actions for CMDB Management
Maintain accurate and up-to-date configuration data by using configuration item actions. CMDB managers, CI owners, and IT fulfillers can use Agentforce actions to search, view, update, and delete configuration items.