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.
Where: This change applies to Lightning Experience in Unlimited, Enterprise, and Performance Editions with Agentforce IT Service.
How: From the App Launcher, open the Agentic IT Service Desk app, and then go to the IT Services Assignment tab. To create an assignment rule, click Create From Template, and then click Service Request Assignment Rule.