Ensure high-priority employees such as VIPs receive faster support by automatically assigning entitlements to incidents reported by them. A flow checks the reporting employee's service management privileges and applies the appropriate entitlement to the incident. If the reporting employee has a service management privilege tagged as VIP, the entitlement allows faster SLA response and resolution times for your most important users.
Where: This change applies to Lightning Experience in Enterprise, Unlimited, and Developer editions with Agentforce IT Service Management. Person Accounts must be enabled in your org.
Who: Users must have the Assign Service Management Privilege User permission to assign or remove privileges for employees.
How: Create a new flow from the Assign Incident Entitlement Based on Privilege template. In the Update Incident element, specify the Entitlement ID to assign to incidents from employees with VIP privileges. Save and activate the flow. The flow runs automatically when an incident is created or updated without an entitlement.