Resolve common issues instantly by allowing employees to use Agentforce in Slack. When
encountering an issue or for general queries, employees can request knowledge and receive
immediate, on-demand assistance without human interference.
Required Editions
| Available in: Enterprise and Unlimited Editions |
Business Challenge
Employees often face high friction when trying to find basic IT information such as
password request, VPN issues, and many more. They have to leave their workflow in Slack to
navigate to a separate knowledge base, where they are often met with long, generic articles
that contain information overload. When they can't find an answer, their only option is to
create a ticket and wait, which creates a bottleneck for common, solvable issues.
Solution
Requesting knowledge in Slack solves these problems by empowering employees to resolve
issues on their own.
- On-Demand Self-Service: Employees get immediate answers to their questions directly in
their flow of work.
- Contextual and Guided Assistance: The AI assistant can ask clarifying questions to
provide tailored, step-by-step instructions that are relevant to the user's specific
situation.
- Significant Ticket Deflection: Each time an employee resolves an issue using knowledge
article, there's one less ticket for the service desk to handle, freeing up human agents
to focus on more complex, high-impact work.
You can do this by setting up Agentforce in Slack. Allow access to the agent you create
from the IT Employee template and make it available in the Employee Services Slack app. See
Set Up and Manage Agentforce in Slack.
