Agentforce ITSM Demo Assets

A Salesforce DX project containing demo-ready components built around Agentforce for IT Service Management (ITSM) scenarios. Built for internal SE use — grab what you need, deploy it, and demo.

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What's Inside

Agentforce Analytics Dashboard (LWC)

force-app/main/default/lwc/agentforceDeflectionDashboard/

A custom Lightning Web Component dashboard that surfaces real Agentforce session telemetry from Data Cloud (STDM DMOs). No standard reports needed — the Apex controller queries the raw DMOs directly.

What it shows:

• Deflection rate across all channels (Voice/PSTN, Slack, Web)
• Session outcome classification: Likely Deflected, Operational Follow-up, Dropped/Abandoned, Unresolved, Incident/Case Signal, Escalated
• Knowledge/article surfaced signal (positive closure hint)
• Explicit session end timing (early drop-off detection)
• Deflection by channel and agent breakdowns
• Recent sessions with per-session outcome labels

Apex controller: force-app/main/default/classes/AgentforceTelemetryDashboardController.cls

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Agentforce Voice Agent — IT L0 Topics

force-app/main/default/bots/ / force-app/main/default/genAiPlugins/

Hardcoded demo topics for a Nike IT L0 Voice Agent (Vic). Covers:

• Account lockout resolution with mock unlock action
• POS troubleshooting
• Password reset (Salesforce-side)
• Software provisioning via Slack

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CMDB Explorer

force-app/main/default/lwc/cmdbExplorer/ force-app/main/default/classes/CMDBExplorerController.cls

Interactive LWC for browsing Configuration Items (CIs) and their relationships, backed by Apex.

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Salesforce Provisioning & Password Reset Actions

force-app/main/default/classes/SalesforceProvisioningService.cls force-app/main/default/classes/ResetSalesforcePasswordInvocable.cls force-app/main/default/classes/ProvisionSalesforceUserInvocable.cls

Invocable actions wired to Agentforce topics for user provisioning and password resets within the same org.

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Deploying a Specific Component

You don't need to deploy the entire project. Use the --source-dir flag to deploy only what you need:

# Deploy just the Analytics Dashboard (LWC + Apex controller)
sf project deploy start \
  --source-dir force-app/main/default/lwc/agentforceDeflectionDashboard \
  --source-dir force-app/main/default/classes/AgentforceTelemetryDashboardController.cls \
  --source-dir force-app/main/default/classes/AgentforceTelemetryDashboardController.cls-meta.xml \
  --target-org <your-org-alias>

# Deploy the full project
sf project deploy start --target-org <your-org-alias>

After deploying the dashboard, add the Agentforce Deflection Dashboard LWC to any Lightning App Page or Home Page via the Lightning App Builder.

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Requirements

• Salesforce org with Agentforce and Data Cloud enabled
• Data Cloud session tracing (STDM DMOs must be populated — run some agent sessions first)
• API Version 65.0+
• Salesforce CLI (sf) v2+

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Releases

Tag	Component	Notes
v1.0-analytics-dashboard	Agentforce Analytics Dashboard	LWC + Apex, multi-channel, outcome classification

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Cloning and Setup

git clone https://github.com/TrixIts/agentforce-itsm-demo.git
cd agentforce-itsm-demo
npm install
sf org login web --alias my-org
sf project deploy start --target-org my-org

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Feedback / Contributions

Open an issue or reach out directly. PRs welcome for new demo scenarios, topics, or dashboard improvements.