Elastic's internal IT operations faced challenges with information access, ticketing efficiency, and knowledge surfacing. To address these, they invested in conversational workflows using the Elastic Search AI Platform directly within Salesforce Service Cloud. This deployment serves as a real-world proof point for generative AI's practical value in overcoming operational barriers. The solution offers a dual pathway within Salesforce: instant AI support guidance or submitting help desk tickets for complex issues. Answers are grounded in curated enterprise knowledge sources like Elastic Wiki and ServiceNow articles. When AI responses are sufficient, manual ticket volume decreases significantly. For necessary escalations, tickets are pre-populated with relevant information, reducing friction and errors. This improves ticket quality and accelerates triage and resolution with full conversation context. ElasticGPT, the foundational GenAI capability, anchors responses in access-controlled enterprise sources. The IT Help Desk Agent integrates with Salesforce Service Cloud for personalized field IT support. Elastic Observability monitors performance, tracking satisfaction and workflow bottlenecks to build trust in automation. This approach redefines support scaling by unifying knowledge and equipping users with real-time assistance.