Accelerate service delivery and governance by deploying preconfigured request workflows and direct third-party integrations. Improve release reliability and data accuracy through automated field validations and proactive conflict detection. Prioritize incidents for high-priority users, demote major incidents, convert incidents to service requests, and give your IT team a holistic view of employees.
- Accelerate Catalog Deployment with Ready-to-Use Service Templates
Speed up your service catalog rollout by deploying predefined workflows for standardized IT requests. Benefit from prestructured attributes, intake forms, and automated fulfillment flows with templates that span critical areas, including IT, hardware, software, facilities, employee lifecycle, and identity management. Eliminate ad hoc communication, reduce help desk workload, and track and audit every request automatically. - Automate Access and Streamline Provisioning with External Integrations
Deploy service catalog items that use direct API integration with external systems, dramatically reducing complex configuration. Eliminate manual error in data collection with enhanced intake flows that use external connectors to query third-party data, such as a list of available software. Reduce help desk workload and eliminate user wait times by automating high-frequency requests, such as account unlocking and secure access provisioning, with fulfillment flows. - Prioritize Issues Using Service Management Privileges
Ensure critical employee issues receive immediate attention by using Service Management Privileges. Admins can now assign privileges to employees and set a specific access threshold to identify incidents requiring special handling. When an incident is created or reported by an employee whose access level meets this threshold, a banner is displayed on the Incident record page of the fulfillers. The distinct visual cue streamlines triage, ensuring your most important stakeholders receive prioritized resolution without manual intervention. - Demote Major Incidents When Business Impact Changes
Maintain flexibility in your support processes by de-escalating major incidents when impact and severity decrease. Authorized users can demote a major incident back to a standard incident without disrupting existing approval work items or ongoing resolution efforts. Align your IT help desk's response with the actual business needs, and allow for dynamic adjustments as situations stabilize. - Do More with the Redesigned Agentforce Employee Self-Service Portal
Transform your employees' interaction with the IT desk, making it faster, simpler, and more efficient. The redesigned Agentforce Employee Center portal introduces AI Search that provides instant, summarized answers and suggested next steps, helping employees resolve issues immediately without logging a ticket. The portal also unifies the service catalog, knowledge base, and asset management processes into a single, intuitive interface. - Prevent Outages with CI-Based Change Conflict Detection
Reduce change failure rates and ensure a stable IT environment by gaining early visibility into potential conflicts. When multiple change requests target the same configuration item (CI) during an overlapping implementation timeframe, conflicts are identified and captured automatically. Change fulfillers and managers can view these records to collaborate and resolve them. Replace manual cross-referencing and prevent IT teams from inadvertently disrupting the same CI simultaneously. - Create Service Requests from Incidents when Appropriate
IT teams can create service requests from incidents when the reported issue represents a user need, such as access or provisioning, rather than a service disruption. Creating a service request routes the request through the correct fulfillment workflow, and avoids incident-specific timelines and SLAs. - Track IT Service Requests Using Dedicated Service Request Records
Manage IT service requests using the new Service Request record instead of the generic Case record. IT teams can use a specialized data model that includes attributes designed specifically for request fulfillment, to manage high-volume, repeatable tasks efficiently. By distinguishing service requests from cases and incidents, you ensure the right process, SLAs, and reporting model is applied to every IT task. - Access Comprehensive Employee Data with Employee 360 Insights
Give your IT help desk a centralized, 360-degree view of all employee assets, service requests, support cases, and historical interactions to maximize operational efficiency. Support reps can quickly troubleshoot active issues, review past support trends, and access critical employee data without switching context. Reps can then use these details to create service requests for employees and deliver personalized support that drastically reduces resolution times. - Strengthen Data Integrity with Default Field Validations for Changes and Releases
Admins can now activate default field validations for change requests and releases to automatically prevent common errors, such as invalid date ranges or missing required fields. These preconfigured checks enforce data consistency during both record creation and updates. By safeguarding data integrity without manual oversight, IT teams can maintain accurate, reliable, and auditable records. - Extend Release Schedules and General Events Beyond 14 Days
Release managers can now plan and schedule IT service releases and related calendar events without a 14-day duration limit. This gives teams more flexibility to plan, track, and manage longer-running releases without changing existing release behavior or using workarounds.