Accelerate Core Service Management Workflows with Agentforce
Learning Objectives
After completing this unit, you’ll be able to:
- Explain how actions for key topics function as the foundational mechanism for AI-driven automation.
- Identify essential Agentforce actions that streamline IT-related workflows.
- Describe the operational benefits of using conversational AI actions to reduce repetitive manual tasks in fulfillment workflows.
Explore Agentic Actions
Now that you understand the strategic role of AI augmentation in the agentic enterprise, you can accelerate workflows by mastering the specific capabilities available to your IT teams. Let’s review how AI does the heavy lifting in the areas of incident management, problem management and change management.
While you can manually perform every task, Agentforce provides conversational, AI-driven assistance to eliminate repetitive, time-consuming steps like meticulously updating a field or synthesizing a summary. Agentforce structures this intelligence using two core concepts: topics and actions.
- A topic defines the functional area and specific context AI needs to address (such as incident management).
- Actions are the small, purposeful, and composable AI automations the agent executes to accomplish a specific task, using platform capabilities like flows, APIs, and generative reasoning.
The tables map topics and actions to your core processes, showing how Agentforce helps your enterprise move from manual clicks to AI-powered, high-value outcomes.
Agentforce Topics and Actions
Let’s look at how specific Agentforce actions make these concepts real for the various functions.
These examples illustrate the type of immediate, high-value actions Agentforce enables. This is not an exhaustive list of every available action for every topic, but it highlights the powerful automation you can deploy across your core service management processes. See the Resources section for all currently available actions for each topic.
Incident Management
Incident fulfillers and managers use these actions to automate key parts of the incident lifecycle, from initial triage to resolution and analysis.
Action Name | What It Does |
|---|---|
Summarize Incident | Generate an incident summary for IT teams with complete details from all relevant fields and related records. |
Summarize Multiple Incidents | Summarize multiple incidents to understand trends and patterns and enable better decisions. |
Propose Resolution Summary For Incident | Propose a resolution for the incident based on past resolved incidents and knowledge articles. |
Create Incident Resolution Summary | Create a comprehensive resolution summary for the incident, incorporating all relevant details that led to the final resolution. |
Incident Creation from Chat or Voice | Single-click incident creation for IT Teams from either voice or online chat interactions with employees. |
Incident Creation from Email | Create incident directly from emails by automatically extracting and populating all necessary incident fields. |
Check Incident Attributes | Validate and propose changes for category, subcategory, impact and urgency for the incident. |
Associate Related Records for Incident | Associate all other similar open incidents and problems. |
Evaluate Problem Creation Requirement | Determine if there is a need to create a problem for the given incident. Prevents duplicate or unnecessary problem creation. |
Draft or Revise Email | Draft an email for a requestor to update an incident or ask for additional information. Or draft an email for internal teams to provide an incident status update. |
Create Incident Root Cause Summary | Create a proposed root cause summary of the incident based on similar incidents. |
Summarize a Slack Channel | Summarize a Slack swarm channel for the incident. (The same action is used for problem management.) |
Post Swarming Summary To Feed Item | Post a Slack channel swarm summary to a Chatter feed for an incident (or problem). |
Problem Management
Problem fulfillers and managers use these actions to proactively identify root causes, link related issues, and propose permanent fixes to prevent future disruptions.
Action Name | What It Does |
|---|---|
Summarize Problem | Generate a problem summary for IT teams with complete details from all relevant fields and related records. |
Create Problem Root Cause Summary | Create a detailed proposed root cause based on the current problem, past similar problems and knowledge articles. |
Propose Resolution Summary for Problem | Proposes a resolution for the problem based on past resolved problems and knowledge articles. |
Create Problem Resolution Summary | Create a comprehensive resolution summary for the problem, incorporating all relevant details that led to the final resolution. |
Associate Related Records for Problem | Associates all other similar open incidents and problems. |
Summarize a Slack Channel | Summarizes a Slack swarm channel for the problem. (The same action is used for incidents.) |
Post Swarming Summary To Feed Item | Post a Slack channel swarm summary to a Chatter feed for a problem (or incident). |
Create Problem with Einstein | Create a new problem and auto-fill the details with relevant data from the incident. |
Change Management
Change fulfillers and managers use these actions to streamline the implementation of planned modifications, ensuring risk is assessed and communication is maintained throughout the approval and deployment process.
Action Name | What It Does |
|---|---|
Summarize Change Request | Performs a change request summary for IT teams, including all relevant fields and related records. |
Request Management
Request Management fits into the AI for employees area. Let’s see a few example actions that empower employees with conversational self-service and also automate the intake and fulfillment of routine service requests.
Action Name | What It Does |
|---|---|
Employee Incident Creation | Creates an incident with all details automatically captured when employee self-serve is not helpful. |
Summarize Incident for Employee | Provides a status update of the incident for an employee. |
Answer Questions with Knowledge | Answers employee questions using information from relevant knowledge articles and uploaded files. |
What’s Next
Now you have the roadmap for accelerating workflows—not through endless manual clicks, but through intelligent augmentation that performs the bulk of repetitive manual tasks. Stick around and check out the next unit—there’s even a mention of Slack integration and of Configuration Management Database (CMDB) for good measure. You’ve seen how AI can lighten the manual load—next, see how those capabilities come together and are put into action.