---
schema_version: "1"
id: 70c86adcc07f79cb440ed0df951adf8afb6d1585e5a3805db534907eecc65dd8
title: AI Agent for Device Troubleshooting Resolution
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_agentforce_superagent_devicetroubleshootingassistance.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_devicetroubleshootingassistance.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: d23b83e586e169a40026e3a7ec56708ead0403b143e056d4ac01f5f07374f21b
description: Device Troubleshooting Assistance is a conversational specialized AI agent that helps employees diagnose and resolve hardware issues. Use this agent to audit assets, access troubleshooting guidance from the knowledge base, install monitoring agents, and create support requests for device problems. This agent provides technical support for hardware lifecycle management.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# AI Agent for Device Troubleshooting Resolution

Device Troubleshooting Assistance is a conversational specialized AI agent that helps employees diagnose and resolve hardware issues. Use this agent to audit assets, access troubleshooting guidance from the knowledge base, install monitoring agents, and create support requests for device problems. This agent provides technical support for hardware lifecycle management.

### 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: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table>

## 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.

- [Request Monitoring Agent Installation](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_mntrng_agnt_instln.htm&type=5&language=en_US)
- [Request Device Encryption Support](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_dvc_encrptn.htm&type=5&language=en_US)

## Agent Actions

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

- [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US)
- [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US)
- [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US)
- [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US)
- [Create Incident For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&type=5&language=en_US)
- Get Current Assigned Asset Details

![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png)

Example

Troubleshooting a laptop that doesn't power on

Scenario: Kevin's laptop doesn't turn on after he closed it yesterday evening.

- Kevin: My laptop doesn't turn on. I tried holding the power button but nothing happens.
- AI Agent: I can help troubleshoot your laptop power issue. To confirm before I proceed, is the charging light on when you plug in the power adapter?
- Kevin: No, there's no light at all when I plug it in.
- AI Agent: Based on the symptoms, this appears to be a hardware power issue. I've created incident INC-007621 and arranged for a replacement laptop to be delivered to your desk by 2:00 PM today. Please leave your non-responsive laptop with the charger so the hardware team can inspect it for repair.