New and Changed Objects for Agentforce IT Service

Do more with the new and changed Agentforce IT Service objects.

Changed Objects

Track whether an incident impacts high-priority users to ensure they receive immediate attention.: Use the new IsVipUserImpacted field on the Incident object.
Track when a major incident is downgraded to a standard record.: Use the new Demoted picklist value for the MajorIncidentStatus field on the Incident object.
Track time remaining or overdue duration for incident milestones. Helps agents stay compliant with service level targets by showing the time left or overdue for current milestones.: Use the new MilestoneTimer field on the Incident object.
Identify the specific action required to complete a milestone. Enables users to see the action needed to meet a deadline, such as "Acknowledge Within" or "Resolve Within.": Use the new NextMilestone field on the Incident object.
Identify the source record used to generate a Service Catalog Request to trace the original Case or Incident ID from which it was created.: Use the new CreatedFromRecord field on the Service Catalog Request object.

New Objects

Store information about scheduling clashes between a change request and other planned activities or deployments. Enables proactive risk mitigation by providing visibility into overlapping schedules to prevent service disruptions.: Use the Change Request Conflict object.
Store the definition of individual service management privileges, including their type, scope, and specific access levels.: Use the Service Management Privilege object.
Store the specific service management privileges assigned to individual employees and define the direct relationship between a user and their held permissions.: Use the Employee Service Management Privilege object.
Store information about requests for products or services provided by a service catalog. Helps companies manage and fulfill requests while tracking the lifecycle of the service delivery.: Use the Service Request object.
Store the definition of a rule used to identify whether a configuration item (CI) already exists in the CMDB or needs to be created as a new record.: Use the Configuration Item Type Identification Rule object.
Stores the mapping of configuration item attributes used in an identification rule to evaluate whether a discovered item already exists in CMDB.: Use the Configuration Item Type Identification Field Mapping object.
Stores the business specific layout in a service graph. A layout specifies which configuration item types and relationship types are included or excluded.: Use the Configuration Management Service Map Layout object.
Stores the relationship between a service map layout and a configuration item type definition.: Use the Configuration Management Service Map Configuration Item Type object.
Stores the relationship between a service map and a configuration item relationship type definition.: Use the Configuration Management Service Map Relationship Type object.
Stores the field mapping between a discovery target and Configuration Item (CI) fields in the CMDB.: Use the Configuration Management Discovery Target Field Mapping object.
Stores the relationship between a discovery target and their linked automation flows.: Use the Configuration Management Discovery Target Flow object.
Stores the documents associated with a specific discovery target scan.: Use the Configuration Management Discovery Target Scan Document object.
Stores the specific bundle that has been installed for a customer. Includes details such as bundle type, version, industry context, and installer identity.: Use the Configuration Management Data Bundle object.