---
schema_version: "1"
id: 669e032b9a2a993b16c92b7fce94128c1d416fdf08d54aa30df9b4047b4219a1
title: Triage Incidents Automatically with AI
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/262-0-0/rn_it_service_agentforce_incidenttriage.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_it_service_agentforce_incidenttriage.htm&release=262.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 4a53a7bc83c2b040590a1aa916fab9d13761605b3ca1fd351bdc210470cf4449
description: 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.
products:
  - Cross Cloud
release: "262"
---
# Triage Incidents Automatically with AI

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.