AI Agent for Application Support Resolution

Application Support Assistance is a conversational specialized AI agent that helps employees troubleshoot third-party platform issues across the enterprise application suite. Use this agent to diagnose service disruptions, workflow errors, and functional failures in critical applications such as Concur, Okta, Slack, and Zoom. This agent provides knowledge-based solutions and creates incidents for unresolved issues.

Required Editions

Available in: Lightning Experience

Available in: Unlimited and Enterprise editions with AI Agent for Employees add-on.

Service Catalog Items

This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types.

Report Application Issues

Agent Actions

These actions run automatically during your conversation with the specialized agent.

Example

Reporting a service disruption in Slack

Scenario: David is experiencing connectivity issues with Slack and can't send messages to his team channels.

David: I can't send messages in Slack. It keeps saying "Failed to send" every time I try.
AI Agent: I can help troubleshoot your Slack connectivity issue. To confirm before I proceed, are you able to receive messages from others, or is the issue only with sending?
David: I can see messages from others, but I can't send anything or upload files.
AI Agent: I've created incident INC-008934 to investigate your Slack sending issue. The application support team reviews your connectivity logs and reaches out within 2 hours. You can track the incident status in your ticket dashboard.