When an employee reports an incident, AI automatically triages it before the IT team gets involved. Automated processes analyzes the incident against past incidents, resolution notes, and knowledge articles, to identify incomplete fields, detect duplicate records, and identify relationships to active major incidents. Notifications are sent to the employee through Slack, Chatter feed, or email so that employees can add comments or close the incident based on the triage results.
Where: This change applies to Lightning Experience in Enterprise and Unlimited editions with Agentforce IT Service.
How: To automatically triage and categorize incidents for prioritization and routing, go to Setup, enter Incident Management in the Quick Find box, and select Incident Management. On the Incident Management Settings page, turn on Automatically Triage Incidents.