---
schema_version: "1"
id: 2d6c80a321cc737c423de43af1fc6725a7ef0ed17c4baa50f10eaa9029e2a970
title: Improve Service Desk Visibility with Console Enhancements
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/264-0-0/rn_it_service_console_enhancements.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_it_service_console_enhancements.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 484f4105f386e2c9fa9ebcfcaf94eeec3fbd3cccbfb2cb6af0c6df4bd491aaea
description: Gain better visibility into cross-process relationships and standardized risk assessment with key console improvements. Link cases and service requests to incidents, problems, and change requests for 360-degree customer views. Compare change risk consistently with a normalized risk score, calculated from historical data and change characteristics, on a 1-100 scale so that you can prioritize and compare changes on equal footing.
products:
  - Cross Cloud
release: "264"
---
# Improve Service Desk Visibility with Console Enhancements

Gain better visibility into cross-process relationships and standardized risk assessment with key console improvements. Link cases and service requests to incidents, problems, and change requests for 360-degree customer views. Compare change risk consistently with a normalized risk score, calculated from historical data and change characteristics, on a 1-100 scale so that you can prioritize and compare changes on equal footing.

**Where:** This change applies to Lightning Experience in Enterprise, Unlimited, and Developer editions with Agentforce IT Service Management.