Help employees request essential IT services and get technical support through their
preferred self-service channels. Your employees can submit requests by using the employee
portal, Slack, Teams, or Agentforce. This standardized approach captures every request accurately and routes it to the correct fulfillment team for prompt resolution. For
example, employees can request VPN access or a new laptop without needing to contact the IT help
desk directly.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited
Editions with Agentforce IT Service. |
Improve the way that your employees get help with these key capabilities.
- Standardized workflows: Replace ad hoc communication with structured, auditable workflows
to ensure consistent and predictable delivery.
- Agentic experience: Allow employees to submit requests in natural language via
conversations with Agentforce through Slack, Teams, or the employee portal.
- Automated fulfillment: Resolve low-risk, repeatable requests like password resets or
approved software provisioning by using automated workflows.
- Targeted service delivery: Use distinct data models for service requests and incidents. By
separating routine requests from service interruptions, you can apply tailored fulfillment
logic and service-level agreements.
- Request Management Components for IT Services
Review the building blocks in Agentforce IT Service that help manage the service requests for your employees.
- Set Up Request Management for IT Services
Set up efficient request management for your company by configuring appropriate access and deploying catalog item templates that include prestructured attributes, intake flows, and automated fulfillment flows. Service designers can install and activate these templates to provide employees with standardized, auditable workflows for essential IT and facilities services.
- Work with Request Management for IT Services
Review the various third-party integrations and templates available for service delivery for IT, facilities, and other internal departments.
