---
schema_version: "1"
id: a0b1ce9c091a81512a92d8faf2c3111607e5c75baf5194f8f1dbbf6b6b4b4c0c
title: Employee Self-Serves an IT Request in Slack or Microsoft Teams
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_use_case_employee_self_service.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_use_case_employee_self_service.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 59a7b1210119164f3622e63551f9781800ac061000d89ab92ae19f940acbdfd1
description: Help employees adopt Agentforce IT Service by giving them one familiar place to get answers, request products or services, and report issues.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Employee Self-Serves an IT Request in Slack or Microsoft Teams

Help employees adopt Agentforce IT Service by giving them one familiar place to get answers, request products or services, and report issues.

## Use Case at a Glance

**Persona:** An employee who needs IT help during the workday

**Job to be done:** Resolve an IT question or submit a complete request without searching for the right portal, form, or support queue

**Starting point:** The Employee Agent directly in Slack or through Slackbot, or the Salesforce IT Service app in Microsoft Teams.

**Successful outcome:** The employee receives a grounded answer or confirmation that the expected request record was created, and understands what happens next.

This use case brings IT self-service into the collaboration channel that employees already use. Employees describe what they need in familiar language or choose the relevant experience in the channel app. The configured path provides a Knowledge answer, guides a catalog request, or creates an incident.

## Choose the First Employee Outcome

Start with one frequent, easy-to-recognize employee need. A focused first journey makes the value clear and gives the implementation team a measurable adoption milestone.

   
| **Employee Goal** | **Example** | **Expected Outcome** | **Help** |
| --- | --- | --- | --- |
| Get an IT answer | How do I reconnect to the corporate VPN? | Agentforce provides guidance grounded in Knowledge. No ticket is required. | [Request Knowledge in Slack for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_slack_rqst_knwldg.htm&release=264.0.0&type=5 "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.") or [work with Ask Agentforce in Microsoft Teams](https://help.salesforce.com/s/articleView?id=service.it_srvcs_msteams_wrk_with_employe_srvcs_hub_app.htm&release=264.0.0&type=5 "Employees can use the Salesforce IT Service to manage IT requests directly in Microsoft Teams. Employees can create incidents and request items from the service catalog. They can resolve issues using Agentforce AI assistance or by accessing enablement programs directly in the app. The integration also provides actionable notifications for ticket updates and approvals.") |
| Request a product or service | I need a replacement laptop. | The configured catalog item creates the request record defined by its template or flow. | [Request Catalog Items in Slack for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_slack_rqst_catalog_items.htm&release=264.0.0&type=5 "Employees can now request items from the service catalog directly within Slack, transforming the process from a tedious form to a simple, conversational experience. This makes it easier and faster for employees to get what they need.") or [Use the IT Service Catalog as an Employee](https://help.salesforce.com/s/articleView?id=service.it_srvcs_unified_catalog_employee_use.htm&release=264.0.0&type=5 "As an employee, use the catalog through various channels to find, initiate, and track all IT-related service requests. You can make service requests through multiple channels, including the Agentforce Employee Portal, Microsoft Teams, or by conversing with an Agentforce agent in the Employee Services Slack app.") |
| Report an issue | Create an incident because my laptop keeps disconnecting from Wi-Fi. | Salesforce creates an incident and provides a ticket number. | [Report Issues in Slack for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_slack_report_issues.htm&release=264.0.0&type=5 "Employees can quickly and easily report issues without leaving their Slack workflow, reducing friction and ensuring that the IT team gets the information they need from the very start. Report issues in the Employee Service app by using either Agentforce or a slash command."), [work with tickets in Microsoft Teams](https://help.salesforce.com/s/articleView?id=service.it_srvcs_msteams_wrk_with_employe_srvcs_hub_app.htm&release=264.0.0&type=5 "Employees can use the Salesforce IT Service to manage IT requests directly in Microsoft Teams. Employees can create incidents and request items from the service catalog. They can resolve issues using Agentforce AI assistance or by accessing enablement programs directly in the app. The integration also provides actionable notifications for ticket updates and approvals."), or review [AI Actions for Employee Request Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_employees_reqmngmnt.htm&release=264.0.0&type=5 "Employees can raise issues and track requests using Agentforce actions in a channel of their choice, such as the portal, Slack, or Teams. Improve the overall employee experience and reduce time to resolution.") |

Keep these outcomes distinct. A Knowledge answer doesn't create a record. A catalog request creates the record defined by its item template or flow. Salesforce creates an incident only when the employee follows an incident path.

## Choose Slack or Microsoft Teams

Start in the channel that the pilot group already uses. Slack and Microsoft Teams support the same employee goals through different experiences.

**Slack** is a conversational entry point. Employees can access the Employee Agent directly in Slack or through Slackbot. Separately, they can use the Employee Service Slack app to request Knowledge, request catalog items, or report issues. Catalog requests use a catalog agent configured for the available items and flows.

**Microsoft Teams** is an employee service hub. Employees use **Ask Agentforce** for conversational help, **Service Catalog** for products and services, and **My Tickets** to create or track tickets. See [Work with Salesforce IT Service MS Teams App](https://help.salesforce.com/s/articleView?id=service.it_srvcs_msteams_wrk_with_employe_srvcs_hub_app.htm&release=264.0.0&type=5 "Employees can use the Salesforce IT Service to manage IT requests directly in Microsoft Teams. Employees can create incidents and request items from the service catalog. They can resolve issues using Agentforce AI assistance or by accessing enablement programs directly in the app. The integration also provides actionable notifications for ticket updates and approvals.").

If you deploy both channels, validate each one independently. Each channel has its own app, identity connection, access, and employee experience.

## Deliver the First-Value Moment

The first-value milestone occurs when a pilot employee completes one high-frequency outcome in one deployed channel using the access provided to an employee. The employee receives the expected answer or request confirmation and understands what happens next.

This milestone demonstrates immediate value:

- Employees get IT help in a collaboration channel that they already use.
- Grounded Knowledge resolves common questions without an avoidable ticket.
- Guided intake collects the details that the IT team needs.
- A clear confirmation gives employees confidence that their request was received.

After the first journey succeeds, expand to the other employee outcomes and channels in scope. Track answer usefulness, request completion, ticket quality, and repeat use by channel to assess whether adoption is growing beyond initial feature activation.