Employees know exactly what the problem is: “I can’t work.” The support form wants them to know why. Jake speaks to both employees and IT. Powered by Salesforce Agentforce, he turns a plain-language problem into the right next move: find approved guidance, walk through a likely fix, create the correct request, or bring in a specialist with the useful details already summarized and attached. Less explaining. Less waiting. More getting on with the day. Everyday, 24x7.
“Laptop not working” gives IT almost nothing. Jake asks targeted follow-up questions, narrows the likely cause, and guides employees through safe troubleshooting for everyday technical issues.
Employees should not need a service catalog map to request a mouse. Jake identifies the right item, gathers required details, and launches the configured workflow.
The answer to an employee's query may already exist in an IT policy, knowledge article, or known fix. Jake finds the approved one and shares permission-aware self-service guidance they can follow.
When self-service cannot solve it, Jake captures the issue, checks for known incidents, creates the appropriate ticket, and routes it to the correct support queue.
No more refreshing the service portal like food-delivery tracking. Employees can check progress, add missing information, review updates, or reopen unresolved incidents through Jake.
Nobody enjoys explaining the same IT problem twice. Jake escalates complex or sensitive issues with the quick summary, full conversation transcript, troubleshooting history, and relevant request details attached.
Employees get guided help with password resets, locked accounts, SSO failures, permissions, and approved access requests without hunting for the right queue.
Jake works through laptop, application, Wi-Fi, VPN, printer, and peripheral issues before creating an incident for specialist support.
Employees can request approved software, licenses, laptops, monitors, and other equipment through the correct catalog workflow in one conversation.
Jake creates incidents, captures useful details, checks progress, shares updates, and reopens unresolved tickets without sending employees back to the portal.
Your IT team has bigger problems to solve. Jake takes care of the everyday ones.
