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.
Where: This change applies to Lightning Experience in Unlimited, Enterprise, and Performance Editions with Agentforce IT Service.
Who: To manage service requests, you need Create and Read access on Service Request.