Use the predictive intelligence suite to forecast the likelihood of major incidents, SLA breaches, and change failures, and use Einstein to take quick actions that improve IT support reps productivity. Enhancements to proactive assistance and service assistant help IT teams to shift from reactive firefighting to proactive, data-driven risk mitigation. Additional agent actions for employees and IT teams enhance employee satisfaction and streamline your IT processes.
- Elevate Employee Self-Service with AI Chat for Faster Resolution and Higher Satisfaction
Integrate AI into the support workflow with Agentforce to reduce the need for employees to go through traditional IT help desk queues. Employees can now easily add comments or reopen resolved tickets using Agentforce, eliminating manual navigation. New enhancements allow employees to retrieve ticket status by description, automatically associate assigned assets, and create and manage service catalog requests conversationally. The Agentforce integration into employee self-service provides a seamless, conversational support workflow, leading to higher employee satisfaction with IT services. - Optimize Service Delivery with Agentforce Summaries and Intelligent Attribute Audits
Boost your IT service management efficiency with Agentforce actions that remove the need for manual data processing. Automatically create release summaries and post-incident reports, transforming technical details into clear updates for stakeholders. Ensure accurate ticket routing with intelligent attribute checks that validate categories, impact, and urgency. - Proactive IT Management with Predictive Intelligence Suite
Enhance service stability and proactively manage risk across Incident, and Change Management by implementing three new, dynamic predictive models. The Major Incident Likelihood Score, SLA Breach Likelihood Score, and Change Risk Score provide fulfillers and change managers with quantifiable, real-time risk assessments on a 0–100 scale, enabling effective prioritization, prediction of service failures, and objective assessment of change failure probability, ultimately reducing business disruption. - Optimize IT Operations with Priority-Based Proactive Assistance
Admins can now configure proactive assistance to trigger actions only on specific priority levels for incidents and problems. By limiting automated actions to specific records, ensure that your AI resources are focused on high-impact issues. Consequently, IT teams get a data-driven head start on critical issues, and avoid unnecessary processing of low-severity tickets. - Diagnose Root Causes Faster with Proactive Assistance for Problems
Automatically trigger AI actions when a Problem record is created and eliminate the need for IT support reps to converse with Agentforce or manually perform actions. Use proactive assistance to summarize the problem, validate status and impact, identify and associate similar problems, and get proposed root cause and resolution summaries. By delivering customized service plans and recommended tasks for a problem, proactive actions help IT support reps spend less time on administration and more on root cause resolution. - Accelerate Incident Resolution with Quick Actions in Service Plan
Integrate quick actions into the Incident Service Plan to resolve common steps instantly. The designated buttons appear within the executable resolution plan, allowing fulfillers to complete repetitive tasks such as logging communication or updating a record with a single click. Quick actions simplify the entire resolution process, leading to faster and more efficient incident resolution. - Automate Problem Routing and Change Request Creation
Reduce administrative overhead and allow teams to focus on root cause analysis with Einstein actions. Einstein now analyzes historical data to route problems to the correct queue instantly, without manual intervention. IT teams can also create change requests directly from incidents or problems with significantly less effort. Einstein prefills these change requests with relevant data, eliminating repetitive manual entry. - Link Affected Configuration Items Faster with Einstein Suggestions
Use Einstein to analyze ticket descriptions, similar issues, correlated metadata, and complex discovery logs to identify the source of service disruption. By predicting affected assets across incidents, problems, changes, and releases, Einstein ensures your Configuration Management Database (CMDB) remains accurate and up to date. IT support reps can select from a ranked list of the suggested configuration items and link them to issues. Eliminate manual research and reduce cognitive load for your IT team, and help them meet SLAs sooner during critical changes.