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.
Where: This change applies to Lightning Experience in Enterprise, Performance, and Unlimited editions with Agentforce IT Service when Assign Problems with Einstein is enabled.
How:From the App Launcher, open the Agentic IT Service Desk app and go to the Problems tab. Open a problem record and click Assign with Einstein. From the App Launcher, open the Agentic IT Service Desk app and go to the Problems tab. Open a problem record and click Create a Change Request with Einstein.