Salesforce Docs Portal

AI Agent for Office 365 Support Resolution

Office 365 Support Assistance is a conversational specialized AI agent that helps employees troubleshoot Microsoft 365 applications and services. Use this agent to diagnose issues with Outlook, Teams, OneDrive, and Office applications, access knowledge-based solutions, and create incidents for persistent errors. This agent resolves M365 ecosystem problems.

Required Editions

Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.

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.

Agent Actions

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

Example
Example

Troubleshooting Outlook synchronization issues

Scenario: George's Outlook isn't syncing new emails and his calendar is out of date.

  • George: My Outlook hasn't synced in over 2 hours. I'm missing new emails and my calendar isn't up to date.
  • AI Agent: I can help troubleshoot that sync issue. To confirm before I proceed, are you using Outlook on desktop or the web version, and are you connected to the corporate network or VPN?
  • George: Desktop version on Windows, and I'm connected to the office network.
  • AI Agent: I've reset your mailbox sync state and restarted your Exchange connection. New emails should start appearing within 5 minutes. If the issue persists after 15 minutes, I can create an incident for the Exchange team to investigate server-side synchronization. Please let me know if you start receiving emails shortly.