Deploy the IT Service Employee and Fulfiller agents to the employee portal, Slack, and Microsoft Teams. Optimize agent performance and task resolution by creating a data foundation that includes knowledge articles, SLA data, and swarming data.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, and Unlimited Editions with Agentforce IT Service. |
| User Permissions Needed | |
|---|---|
| To enable Agentforce: |
Manage AI Agents AND the required permissions for your agent type OR Customize Application |
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Deploy the IT Service Employee agent to the employee
portal.
Create an agent from the IT Service Employee template.
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Create and configure the CMDB agent.
Create an agent from the CMDB Assistance template.
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Connect the employee and fulfiller agents to
Slack.
Add the IT Service Employee agent to the Employee Services Slack app, and add the IT Service Fulfiller agent to the Service Cloud for Slack app.
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Connect the employee and fulfiller agents to MS
Teams.
Add the IT Service Employee agent to the Salesforce IT Service and the IT Service Fulfiller agent to the Salesforce IT Desk in Microsoft Teams.
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Enable and configure these features in your org so that the IT Service agents can use
this data:
- Knowledge Articles: To provide proven solutions and troubleshooting steps.
- SLA Management: To inform the agent about deadlines and priorities.
- Action Plans: To provide context on structured tasks and procedures.
- Chatter Feed: To capture unstructured collaboration and updates.
- Swarming in Slack: To capture collaboration notes between experts and team members.