Streamline troubleshooting and support with the Help Center agent
The Help Center agent is an AI-powered assistant that helps you troubleshoot issues across the entire Cortex product suite through natural language conversation. Grounded in official documentation, the agent queries your tenant to perform live diagnostics, checking platform health, security configurations, and integration workflows to deliver data-backed guidance and ֹֹstreamline your path to resolution.
### Efficient and secure technical support
The Help Center agent automates manual tasks while ensuring you remain in control of your environment and data.
* **Deployment diagnostics**: The agent directly inspects your Cortex environment to ground recommendations in real-time data. It automatically checks security policies, platform health, detection rules, and data collection infrastructure across endpoints and ingestion pipelines.
* **Automated data collection**: The agent can autonomously collect and transmit Tech Support Files (TSF) for specific endpoints. This reduces the manual effort required to gather logs and ensures support has the data they need to start working on your case immediately.
* **Proactive content maintenance**: Keep your environment current and secure. The agent identifies available updates for your installed Marketplace content packs and installs them only after you provide approval.
* **Human in the loop (HITL)**: You maintain full control over sensitive actions. The agent requires explicit user confirmation before performing critical operations or initiating long-running diagnostic tasks, and provides notifications upon completion.
* **Secure, permission-based access**: The agent operates within the scope of your assigned permissions. It will only suggest actions or reveal information you are authorized to access, ensuring that all support interactions remain secure.
* **Transparent reasoning and insights**: Uses a dynamic reasoning engine to provide full visibility into its step-by-step logic, documentation-grounded answers across the Cortex product suite. 
### A faster path to resolution
To ensure your issues are resolved as quickly as possible, the Help Center agent serves as the primary gateway for all technical support. By collecting essential technical context and environment data upfront, it accelerates the triage process and reduces the time required for a formal support response.
* **Streamlined case opening**: When you select Get Support, the agent gathers all required technical information, license details, and logs. If the issue requires an engineer, your case is automatically built using details from your conversation, getting you faster assistance without needing to re-type issue details.
* **Proactive resolution interception**: As you describe an issue or draft a manual ticket, the agent analyzes your input in real-time to intercept common hurdles—such as configuration errors or documentation gaps—offering solutions before you even need to submit a formal request.
### Getting started
To access the Help Center agent, go to **Help** → **Get Support**, or select the **Agentic Assistant** icon in the top-right corner of the tenant and then select the Help Center agent from the list. Availability requires AI enablement on your Cortex tenant license. For a detailed list of the diagnostic checks the agent can perform, see [Help center agent actions](streamline-troubleshooting-and-support-with-the-help-center-agent/help-center-agent-actions).
To begin, describe your issue or goal in specific terms. You can use natural language prompts such as:
* “How do I build a custom dashboard”
* "How do I set up user roles and permissions?"
* “How can I get the tenant ID of my Cortex instance?”
* "How do I manage and close cases in bulk?"
* "How do I set up a new integration?