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.
Where: This change applies to Lightning Experience in Unlimited, Enterprise, and Performance Editions with Agentforce IT Service.
How: Open the Incident Management in Salesforce Go. Turn on Service Management Privilege Assignment for Employees.