Inspiration
Managing IT support requests like password resets, VPN issues, and email setup can overwhelm IT teams. I wanted to create something smarter — a virtual IT assistant powered by Salesforce and AI that automates ticket creation and improves response time.
What it does
The agent reads employee messages, extracts the issue type and employee ID, and creates a Case in Salesforce. It even notifies the IT team on Slack with the case info - automating end-to-end support!
How we built it
Prompt Builder (to process user text with AI) Flow Builder (to create Cases automatically) Slack Integration (via Apex callout for notifications) Custom field on Case: Employee_ID__c
Challenges we ran into
Mapping JSON fields from the prompt to flow inputs Ensuring employee ID extraction worked even when not explicitly stated Testing various employee message formats
Accomplishments that we're proud of
Successfully built an AI-powered Salesforce agent that handles real IT requests end-to-end.
Integrated Slack notifications using Apex to alert IT teams instantly
Achieved accurate classification of issues and dynamic case creation from natural language input
Completed full implementation, testing, and debugging within the hackathon timeframe
What we learned
Prompt Builder’s power with Flex Templates Flow Builder automation with Apex actions Real-world use of generative AI for internal ops
What's next for Internal IT Help Desk Bot
Add auto-responses for common resolutions Expand agent capabilities for HR and Facilities Integrate with Service Cloud for even deeper support
Built With
- apex
- einstein
- prompt-builder
- salesforce-flow
- slack-webhooks
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