---
schema_version: "1"
id: d695cec8e534c65bcaa3beabffd3797ac7e65481f313f36cce8a006d80c83b71
title: AI Agent for Software 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_softwareassistance.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_softwareassistance.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: dfd5f3623ba8cf628b5c1f5b54e7f405f0a8986ea39e3b42aa5ed53416f53a7d
description: Software Assistance is a conversational specialized AI agent that helps employees manage software installations, access, and licensing. Use this agent to request software installations and updates, manage license renewals, evaluate new software, and troubleshoot software-related issues. This agent facilitates the complete software lifecycle.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# AI Agent for Software Support Resolution

Software Assistance is a conversational specialized AI agent that helps employees manage software installations, access, and licensing. Use this agent to request software installations and updates, manage license renewals, evaluate new software, and troubleshoot software-related issues. This agent facilitates the complete software lifecycle.

### 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.

- [Report Software Issue](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_sw_issue.htm&type=5&language=en_US)
- [Request New Software Access (with Okta)](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_new_sw_accss.htm&type=5&language=en_US)
- [Request Software Uninstallation](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_sw_uninstlltn.htm&type=5&language=en_US)
- [Request Software License Removal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_sftwr_lic_rmvl.htm&type=5&language=en_US)
- [Renew Software Subscription](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_renew_sw.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 Available Softwares For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getavailablesoftwaresforemployee.htm&type=5&language=en_US)
- [Get Assigned Softwares For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getassignedsoftwareforemployee.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

Requesting installation of new development software

Scenario: Developer Amy needs Python and Visual Studio Code installed on her new laptop.

- Amy: I need Python 3.11 and Visual Studio Code installed on my new laptop. Can you help with that?
- AI Agent: I can arrange those software installations. To confirm before I proceed, is your laptop asset tag LT-6721, and do you need any specific Python packages or VS Code extensions pre-configured?
- Amy: Yes, that's my laptop. Please include the Python Data Science packages—NumPy, Pandas, and Matplotlib.
- AI Agent: Python 3.11 with NumPy, Pandas, and Matplotlib, along with Visual Studio Code with the Python extension, will be remotely installed on laptop LT-6721. The installation will begin within 30 minutes and take approximately 20 minutes to complete. You'll receive a notification when everything is ready to use.