---
schema_version: "1"
id: ca0e550e0546cce3de9de3b83a830dac61e7783223d2a4d2c640fc0672d01654
title: AI Agent for Office 365 Support 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_office365supportassistance.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_office365supportassistance.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 92e4fe1d4e23b9476e0b8853c47bb9e8a34d4c9ec47a89466f27ce385043ec6b
description: 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.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# 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

<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 Microsoft 365 App Support](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_ms365_app_supprt.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)

![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 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.