---
schema_version: "1"
id: 3e99a37c95661c04824906ab800b8bbf76acc504c169c0de8778fa049ae00b7c
title: Track IT Service Requests Using Dedicated Service Request Records
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/260-0-0/rn_it_srvcs_track_sr_using_dedicated_sr_rec.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_it_srvcs_track_sr_using_dedicated_sr_rec.htm&release=260&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: e598cd1be0c7bba05b51ca0b8b7978c55a24c82ca0c24a1ccdeac21e0ecacd3c
description: 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.
products:
  - Cross Cloud Packages Solutions
release: "260"
---
# 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.

**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.