---
schema_version: "1"
id: ab49d59f945752197242f41a4aa50d5d0601380dccc8d89b0adf049155d2a449
title: AI Agent for IT Policy Guidance
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_itpolicyassistance.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_itpolicyassistance.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: cd3f660998b9bb80e9d32fe47f17498bb707151fee9b7fffdc9c1f0e90064dde
description: IT Policy Assistance is a conversational specialized AI agent that helps employees understand company IT policies and eligibility requirements. Use this agent to answer policy questions, clarify permission guidelines, determine eligibility for resources, and initiate policy exception requests. This agent provides guidance on internal IT policies and compliance.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# AI Agent for IT Policy Guidance

IT Policy Assistance is a conversational specialized AI agent that helps employees understand company IT policies and eligibility requirements. Use this agent to answer policy questions, clarify permission guidelines, determine eligibility for resources, and initiate policy exception requests. This agent provides guidance on internal IT policies and compliance.

### 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 Security Policy Exception](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_sec_scty_plcy_excptn.htm&type=5&language=en_US)
- [Request Policy Exception](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_sec_plcy_excptn.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)
- [Answer Policy Questions](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answerpolicyquestion.htm&type=5&language=en_US)

![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

Checking eligibility for remote work equipment

Scenario: Brian wants to know if he's eligible to request a second monitor for his home office.

- Brian: Am I eligible to request a second monitor for working from home? I'm a full-time remote employee.
- AI Agent: I can check the policy for you. To confirm before I proceed, what is your job level and department?
- Brian: I'm a Senior Software Engineer in the Platform Engineering department.
- AI Agent: According to the remote work equipment policy, full-time remote employees at the Senior level and above are eligible for dual monitors. You can request a second monitor through the Hardware Request Assistance agent. The standard approved model is a 27 inch 4K display.