---
schema_version: "1"
id: be3bf9f154e29d21680dd462d3da60d5c98a403262619c63e22051b18cfdbac8
title: Automation and Productivity
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/260-0-0/rn_it_service_automtn_prdctvty_parent.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_it_service_automtn_prdctvty_parent.htm&release=260&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 86c57a0df513ff9ce1f65cbcbea727a2765f34c7015e1c5b2b9d45283e921708
description: Accelerate IT service setup and deployment with easy-to-use templates to establish complex assignment rules quickly. Ensure consistent request ownership and eliminate manual bottlenecks by automatically routing service requests to the correct users or queues. Improve response times and keep teams informed by delivering targeted service notifications and timely updates directly within Microsoft Teams.
products:
  - Cross Cloud Packages Solutions
release: "260"
---
# Automation and Productivity

Accelerate IT service setup and deployment with easy-to-use templates to establish complex assignment rules quickly. Ensure consistent request ownership and eliminate manual bottlenecks by automatically routing service requests to the correct users or queues. Improve response times and keep teams informed by delivering targeted service notifications and timely updates directly within Microsoft Teams.

- **[Build Your Assignment Rules Quickly with Templates](https://help.salesforce.com/s/articleView?id=release-notes.rn_it_srvcs_assignment_rules_build_with_template.htm&release=260&type=5)**  
    Set up assignment rules for IT services faster by starting with templates. These templates provide a ready-to-use foundation for routing incidents, problems, change requests, and service requests to the appropriate users or queues. Admins clone a template and customize its conditions and assignments instead of building rules from scratch.
- **[Extend Assignment Rules to Service Requests](https://help.salesforce.com/s/articleView?id=release-notes.rn_it_srvcs_assignment_rules_extend_sr.htm&release=260&type=5)**  
    Assignment rules now support service requests, enabling IT teams to route requests automatically to the right user or queue based on defined criteria when a service request is created. Admins can configure rules to evaluate request attributes, ensure consistent ownership, and reduce manual reassignment.
- **[Design and Deliver IT Service Notifications in Microsoft Teams](https://help.salesforce.com/s/articleView?id=release-notes.rn_it_srvcs_notif_teams.htm&release=260&type=5)**  
    Admins can now design and deliver targeted IT service notifications directly to Microsoft Teams. By using the intuitive guided flow, you can define specific trigger conditions and select recipients to make sure that users receive timely updates on critical service records. Keep employees and IT teams informed within their primary workspace, and improve response times throughout the service lifecycle.