Experience the Agentic Enterprise
Learning Objectives
After completing this unit, you’ll be able to:
- Analyze how Agentforce IT Service connects end-to-end workflows.
- Identify several conversational AI actions that deliver automated, high-value outcomes for employees and IT teams.
- Locate resources for extending Agentforce capabilities to meet unique IT business needs.
Discover Agentic Value
In the previous unit, you learned how Agentforce enables your enterprise to move from manual clicks to automated, high-value outcomes. Now, you are ready to see this intelligent automation in action. Consider Orivian Global Holdings, a large, diverse conglomerate spanning multiple industries—including Orivian EduTech, Orivian BioSolutions, and Orivian HealthSystems—Orivian’s complex IT environment demands consistent and efficient service delivery across many industries it is in.
Accelerate the Shift: Go from Manual Gears to Automatic Value
The IT director at Orivian used to joke that its traditional IT service management (ITSM) processes felt like driving a car with a manual transmission. This entailed repetitive tasks such as updating record fields or drafting incident and problem summaries over and over. You got the job done, but managing core incident, problem, and change workflows was often slow, difficult, and prone to error—similar to the experience of driving a stick shift. You might grind the gears, be challenged maneuvering in traffic, or struggle to park on a hill. ITSM endeavors required constant manual effort with too much repetition. Every manual click and context switch acted like a speed bump, slowing down resolution times and frustrating the very employees the team was trying to help.
The adoption of Agentforce marks Orivian’s transition to an automatic transmission, shifting the focus from tedious effort to maximized output. This intelligent augmentation handles common requests and repetitive tasks automatically, resulting in a huge value add and return for the organization. With sound mechanics handled under the hood, the team can stop worrying about working the clutch and accelerate smoothly toward resolution.
Let’s follow an example of an end-to-end workflow. You start with an employee incident, escalate to a root cause problem, and culminate in a permanent system change request. This is how Agentforce powers the full IT Service lifecycle, connecting incident, problem, and change management seamlessly. Orivian’s Salesforce admin configured several of the Agentforce actions for key topics into Proactive Assistance and placed it directly into the Incident Management app.
Not only can you expand and view what AI has already done for you, but you can refresh some actions as well. For example, if a root cause summary for an incident is a week old, you can expand and refresh it. Agentforce grabs your request, submits it, runs the action, and regenerates the results for you to see. Usually within a second or two! Easy peasy and pretty helpful too, especially when there is new incident or problem data to take into account.
Proactive Assistance requires the Proactive Assistance for IT Services license and a bit of configuration to tailor it to your specific business needs. See Set Up Proactive Assistance for Incidents and Proactive Actions for IT Incidents for more information.
Explore AI for Employees
Our journey begins with an example of Agentforce for IT in action with employees.
- An employee at Orivian reports VPN issues in Slack and uses Agentforce to scan through knowledge articles in hopes of finding a resolution.
- Behind the scenes, the Answer Questions with Knowledge action is invoked and the employee is provided with troubleshooting steps based on knowledge articles around their enterprise VPN implementation.
- When self-service doesn’t resolve the issue, the Employee Incident Creation Agentforce action is used to create a new incident. Review the continued conversation between Sharon and Agentforce that results in a new ticket.
Review AI for IT Teams
With the incident creation complete, it’s time to shift gears and focus on how AI works with IT teams. There are several Agentforce actions the Incident Fulfiller can use.
- First, the Check Incident Attributes action validates key attributes to ensure they’re correct and proposes changes if they’re not.
- Instead of pouring through tons of knowledge articles and past incidents, incident fulfillers and managers save time and use the Create Incident Root Cause Summary action and let AI do the heavy lifting.
- Associate Related Records for Incident sheds even more light, as it locates similar incidents and problems that are open.
- Although Orivian is closer to a clear path to incident resolution, there are too many knowledge articles and past resolved incidents to make quick work of it without AI. Here’s where the Propose Resolution Summary for Incident action comes to the rescue! This action can quickly digest the resolution of related incidents and relevant knowledge articles, and propose clear steps to resolve the incident.
That’s a lot of heavy lifting by Agentforce that saves time and effort.
Learn Slack’s Role
To keep the momentum going, the team engages with Slack. When in doubt, Swarm on Slack!
- Slack Swarm is created to get multiple subject matter experts (SMEs) on the issue and provide actionable input.
- Then the actions Summarize a Slack Channel followed closely by Post Swarming Summary To Feed Item saves even more time and effort for the team. The recurring theme at Orivian is saving time and effort, which by extension also saves money and keeps employees and IT staff stoked. Further, the summary captures critical information from Slack and retains it in context of the issue at hand.
- Orivian quickly recognizes a new problem is needed for a long term solution. They use the Create Problem with Einstein action to create a new problem that automatically includes all the needed details such as the correct subject, problem description, category and priority.
Manage the Problem
Incident managers and fulfillers are not always problem managers and fulfillers too. In fact, they usually have different privileges set up that impact what they can and can’t do. The Summarize Problem action is an invaluably helpful action for problem managers.
- Summarize Problem helps the problem manager quickly come up to speed on all the details of the new problem.
- Agentforce proposes a root cause with the Create Problem Root Cause Summary action, which includes steps that can resolve the problem based on past similar resolutions.
Manage Change Requests
Finally, Orivian shifts into overdrive: change management. Change management minimizes disruption and lowers risk to IT services and business operations by ensuring changes are rolled out in a controlled and predictable manner. The result? Increased stability and service availability that boosts employee satisfaction and helps meet business goals.
- The root cause proposal suggests Orivian has a versioning issue, so a new change request is created. A simple button click bridges the gap between Incident or Problem Management and Change Management. The Create Change Request action is available while viewing an incident or a problem.
- Finally, change managers quickly understand the rationale behind a change request by using the Summarize Change Request action.
Wrap It Up
You covered several Agentforce actions by reviewing an end-to-end workflow illustrating the efficiency, savings, and power of Agentforce IT Service. These resources help you get the most out of Agentforce IT Service to create significant value in your business.
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Release Notes: Critical to keeping an eye on new release features, especially with a relatively new product undergoing exciting new development.
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Agentblazer on Trailhead: Become a Agentblazer Champion, Innovator, or achieve Legendary status! If your ITSM business needs are not met with out-of-the-box agents, learn more and build or customize your own agents.
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Join the Agentblazer Community Group: Tap into other AI thought leaders and enthusiasts!