What I Do?! is a native Salesforce application and AI agent designed to revolutionize IT Service Management (ITSM) by providing swift, conversational analysis of Salesforce transactions. It addresses a critical business need: gaining real-time insight into what happens behind the scenes when a user takes an action, and quickly diagnosing and resolving any resulting errors. By leveraging an Agentforce agent within Slack and a companion native Salesforce app, this solution provides a novel, intuitive, and effective user experience for both proactive process analysis and reactive error diagnosis, making it an essential tool for any ITSM team.
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The core of What I Do?! is a conversational interface in Slack. When a user takes an action in Salesforce, an admin can use the What I Do?! agent to instantly understand the end-to-end process or diagnose any errors that occurred. The admin simply asks, “What did [user name] do?”, and the Agentforce agent takes over. This conversational approach provides immediate insight for recent transactions, eliminating the need for admins to navigate through multiple screens or manually parse debug logs.
The following diagram illustrates the end-to-end log analysis and incident management flow initiated from Slack:
The Agentforce agent analyzes recent Salesforce debug logs to provide a comprehensive, admin-friendly summary of a user's last actions. This includes key details such as:
- Triggers and flows that were executed.
- Database queries or record updates.
- A clear description of any errors encountered.
- Possible solutions to the errors.
For highly complex transactions that generate exceptionally large debug logs (up to 20 MB), What I Do?! provides a powerful companion application directly within Salesforce. This component complements the Slack agent by allowing admins to:
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Upload and Analyze Any Size Log: Manually upload a debug log file of any size, bypassing Apex heap size limits that can constrain automated processing.
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Ensure Comprehensive Coverage: Guarantee that no transaction is too complex to analyze, providing the same deep, intelligent summary for even the most demanding scenarios.
This dual approach ensures that admins have the right tool for the job: the speed and convenience of Slack for real-time issues, and the power of the native app for deep-dive analysis of large-scale processes.
Beyond just diagnosis, What I Do?! integrates directly into an IT Service Management workflow. When an error is identified, the solution automatically:
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Creates an Incident record in Salesforce.
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Categorizes the Incident by Error Type and Error Source (e.g.,
Code Error,DemoContactTriggerHandler). -
Relates the Incident to a parent Problem record, grouping similar errors together.
When the number of Incidents for a specific Problem reaches a predefined threshold, the system automatically creates and assigns a Task to a designated user, ensuring that recurring or widespread issues are addressed proactively. Admins can even manage and close these tasks directly from Slack.
What I Do?! is built to be 100% native on the Salesforce Platform, making robust use of its capabilities. It defines a custom data model with objects for Analysis, Incidents, Problems, and Tasks, storing all diagnostic information and automating IT service workflows. This ensures the solution is not just a conversational tool, but a powerful, data-driven platform that scales with business needs.
The data model underpinning What I Do?! leverages both standard and custom Salesforce objects, as depicted in the Entity-Relationship Diagram below:
To ensure What I Do?! can analyze a user's activity, you must first enable Apex debug logging for that user in Salesforce. Follow these steps:
- From Setup, navigate to Debug Logs.
- Click New under the “User Trace Flags” section.
- Select the user whose logs you wish to analyze.
- Specify the Start Date and Expiration Date for the debug log.
- Set the Debug Level to the highest level to capture the most detailed information.
- Click Save.
Once debug logging is active for the user, What I Do?! will be able to retrieve and analyze their logs when you submit a request.
What I Do?! is built on a robust foundation, but the path forward is rich with opportunities to further enhance its value and capabilities. Our vision for the future focuses on deepening its integration with IT Service Management (ITSM) and advancing its analytical intelligence.
Currently, the process of analyzing a user's actions begins with a manual step: an admin must navigate to Salesforce Setup to enable a debug log, as outlined in the Getting Started section. This creates friction and requires context-switching.
A key future enhancement will be to empower the agent to manage this process conversationally. An admin will be able to initiate tracing directly from Slack by saying, "Enable debug logs for Timmy for the next 30 minutes."
This request will kick off an automated action that calls the Salesforce Tooling API to create a TraceFlag record. The agent will intelligently:
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Resolve "Timmy" to the correct
TracedEntityId(the User ID). -
Set the
ExpirationDatebased on the requested duration. -
Assign a
DebugLevelIdconfigured for maximum detail, ensuring the logs are comprehensive enough for a thorough analysis.
This enhancement will make What I Do?! a truly on-demand diagnostic tool, allowing an admin to manage the entire workflow—from setup and data capture to analysis and resolution—all from one conversational interface.
Currently, What I Do?! automates the creation of a Task when a recurring error is identified. In the next evolution, we will elevate this automation to align more closely with mature ITSM workflows. Instead of a simple Task, What I Do?! will be capable of:
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Automated Change Orders: When a Problem reaches its threshold, the system will automatically create a formal Change Order, detailing the required fix and its impact. This ensures that the resolution is properly documented, reviewed, and approved before implementation.
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Direct Dev Team Integration: The solution will intelligently assign the Change Order to the appropriate development team or individual, directly pushing the required work into their backlog for prioritization and completion. This will be achieved through seamless integrations with popular project management and ITSM tools like Jira or similar platforms, ensuring a direct and automated transition from diagnosis to actionable work.
This enhanced ITSM focus will transform What I Do?! from a diagnostic tool into a proactive engine for continuous improvement.
Today, What I Do?! analyzes a single debug log to provide a snapshot of a user's last action, whether for troubleshooting an error or understanding a successful process. However, a single user action can trigger multiple asynchronous processes, each with its own debug log. The next major leap for What I Do?! will be its ability to perform a holistic analysis of a complete transaction.
By leveraging the RequestIdentifier field found on Salesforce Apex log records, What I Do?! will be able to:
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Correlate Related Logs: The agent will use the
RequestIdentifierto identify and gather all debug logs associated with a single user request. This includes logs from asynchronous processes like future methods, queueable jobs, or batch Apex that were fired by the original transaction. -
Provide a Unified Analysis: Instead of a fragmented view, the agent will present a single, comprehensive analysis that paints a complete picture of the entire transaction, from the initial user action to all subsequent chained processes.
This advancement will provide an unparalleled level of insight, allowing admins to debug complex, multi-step issues and understand the full end-to-end flow of any given transaction.
A one-size-fits-all summary doesn't serve all audiences. A business stakeholder and a lead developer need different information from the same transaction. A key future update for What I Do?! is the introduction of persona-based analysis.
Admins will be able to tailor the output by asking requests like:
“Tell the business what Timmy just did.”
“Give my lead developer the summary of Timmy’s error.”
The agent will then adjust its response to fit that audience:
For the Business: A high-level, outcome-focused summary. (e.g., "Timmy closed the 'GenWatt' Opportunity, which successfully created a new Asset record for the customer and sent a confirmation email.")
For the Developer: A detailed, technical breakdown of the execution path, including specific Apex classes, flows, and DML operations. (e.g., "The OpportunityTrigger fired on update. The after update context called the AssetCreation queueable job, which inserted one Asset record (ID: 02i...) and one EmailMessage record.")
What I Do?! redefines the role of IT Service Management in the Salesforce ecosystem. By combining the power of an Agentforce AI agent in Slack with a robust native Salesforce application, it transforms complex, manual tasks into a simple, intuitive user experience. The solution's ability to analyze debug logs of any size, whether to diagnose an error or to provide a complete end-to-end process analysis, provides unprecedented insight. Furthermore, its native integration with the Salesforce Platform, including automated incident and problem management, ensures a seamless workflow from initial user query to task assignment and resolution. Ultimately, What I Do?! is more than just a diagnostic tool—it’s a proactive engine for continuous improvement, helping teams resolve issues faster and operate with greater efficiency and clarity.
“In the midst of chaos, there is also opportunity." — Sun Tzu