The Tools
| Tool | What it does | Best for |
|---|---|---|
| Workflows | Executes automated actions across your connected apps | Password resets, user provisioning, scheduled reports |
| Guidance | Provides step-by-step instructions the AI follows conversationally | Troubleshooting, how-to questions, decision trees |
| Knowledge Base | Surfaces answers from your uploaded documentation | FAQs, policies, reference information |
| Access Requests | Grants and revokes just-in-time least-privilege access automatically | Software access, applicaiton permission changes |
Workflows
Deterministic automations that execute the same way every time. Write once, run reliably. Use workflows when you need to:- Reset passwords or credentials
- Add or remove users from groups
- Run scheduled reports and notifications
- Automate any repeatable action
Learn more about Workflows
Create and configure workflows
Guidance
Instructions that tell the help desk agent how to handle specific scenarios. The AI adapts its responses based on context while following your procedures. Guidance can be used in combination with workflows. Use guidance when you need:- Step-by-step troubleshooting flows
- Answers to “how do I…” questions
- Complex decision trees with multiple paths
- Flexible, conversational responses
Learn more about Guidance
Create and configure guidance
Knowledge Base
Documentation the help desk agent searches to answer questions. Upload your existing docs and the AI finds relevant answers automatically. Use knowledge base for:- Company policies and procedures
- FAQs and common questions
- Reference documentation
- Information that changes infrequently
Learn more about Knowledge Base
Create and configure your knowledge base
Access Requests
A dedicated system for managing who has access to what. Handles approval routing, temporary access, and automatic deprovisioning. Use access requests for:- Application access grants
- Permission and role changes
- Time-bound access with auto-expiration
- Requests requiring manager or security approval
Learn more about Access Management
Configure access profiles and policies
Choosing the Right Tool
| Scenario | Recommended Tool |
|---|---|
| ”Reset my password” | Workflow |
| ”How do I connect to the VPN?” | Guidance or Knowledge Base |
| ”I need access to Salesforce” | Access Request |
| ”What’s our PTO policy?” | Knowledge Base |
| ”My laptop is being slow” | Guidance & Workflow |
| ”Add me to the engineering Slack channel” | Workflow |
| ”I need temporary AWS access for a project” | Access Request |