Streamline IT hardware and service fulfillment with direct employee self-service channels.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
Replacing generic case objects with purpose-built service requests gives IT teams an auditable, consolidated view of hardware workflows. This reduction in technical debt simplifies operations. Employees submit access requests, provision hardware, schedule returns, and update active requests without manual IT intervention.
Intake and Creation Channels
Employees initiate service requests through multiple self-service entry points:
- Agentforce Employee Portal: Browse the Unified Service Catalog to locate organized offerings such as Hardware Requests. See Agentforce Employee Portal.
- Collaboration Tools: Trigger service requests directly within conversational channels in Slack and Microsoft Teams.
- Conversational AI: Interact with AI agents by using natural language to submit details, check status, or update active requests in comment threads.
- Knowledge Articles: Open a relevant service request directly from an asset knowledge article page on the portal. See Knowledge Articles.
- Incident Conversion: Generate a standard service request directly from an active incident record when disruptions require standard provisioning or access.
Autonomous Request Modifications and Guardrails
To run updates safely before critical fulfillment milestones occur, AI agents evaluate modification requests against predefined stage-based guardrails.
| Permitted Autonomous Change | Guardrail and Execution Rule |
|---|---|
| Delivery Address Changes | Allowed until the physical device ships. Automatically updates the Service Request, Fulfillment Order, and Shipment records. |
| Request Cancellations | Allowed until shipment. Cancels downstream fulfillment artifacts and releases soft inventory reservations. |
| Delivery Preferences | Updates special delivery instructions or timing preferences before shipment. |
Administrator Configuration and Behavior
- Conversational Modifications: Post-submission conversational modifications are enabled by default. Restrict or turn off this behavior by turning off the Employee Asset Management Agent or adjusting organizational guardrails in Setup.
- Programmatic Updates: Programmatic
UPDATEoperations work on Service Request Invocable Actions. Custom Flow and Orchestrator processes run updates directly against active requests. - Campaign Tracking: Use the Campaign lookup field on bulk asset tracking entities. Maintain centralized tracking for rollouts, hardware refreshes, and employee offboarding campaigns.
Service Catalog Templates
Admins install preconfigured catalog templates to standardize intake for hardware and endpoint services. Available templates include:
- Request New Laptop
- Request New Monitor
- Request Laptop Hardware Upgrade
- Request Device Return
- Report a Lost Device
Unified Status Lifecycle
Every service request moves through a structured status model to provide transparent tracking from intake to resolution:
Draft → Submitted → Approved → Assigned → In Progress → Completed → Closed or Canceled.
Complex multi-step workflows dynamically update status to Waiting between stages. For example, a Hardware Refresh involves delivering a new device while reclaiming an old one. This state alerts the fulfiller that an intermediate action is required. Employees monitor lifecycle progression in real time on the portal's My Tickets tab.