--- schema_version: "1" id: 235690132f6e8fd62defca14281160d9bb1232c48bfac7fad9e11d0e02160a92 title: AI Actions for Problem Management collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_agentforce_fulfillers_prblmmgmnt.md canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_fulfillers_prblmmgmnt.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 0671feb7a7d46d8330f192dffa5d73c2b08f34eabe94262795a80975834bf68f description: Accelerate problem resolution and improve accuracy by using problem actions. Problem fulfillers and managers use problem actions to streamline diagnostics and automate collaboration workflows to resolve issues efficiently throughout the problem lifecycle. products: - Service Cloud - Agentforce IT Service release: "264" --- # AI Actions for Problem Management Accelerate problem resolution and improve accuracy by using problem actions. Problem fulfillers and managers use problem actions to streamline diagnostics and automate collaboration workflows to resolve issues efficiently throughout the problem lifecycle. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, and Unlimited Editions with Agentforce IT Service.
## Find and Update Problem Records Problem fulfillers or managers can use the agent actions to quickly access and update record details, which streamlines their investigation and prepares them for the next step. Here’s how a problem fulfiller quickly find and update the problem record for an ongoing investigation into slow system performance.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Update the Problem record's status and assign it to the responsible team.
  • Change the status of this problem
  • Update the problem status
  • Change the current status of this problem
 The agent updates the problem record with the specified changes and confirms that the status is now in progress and the owner is the infrastructure team. Update Record Fields
## Investigate and Resolve a Problem Problem fulfillers can use Agentforce actions to summarize problems, identify their scope, document root causes, propose permanent fixes, and record resolutions. Here’s how a problem fulfiller can investigate a slow system performance problem from end-to-end using Agentforce.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Generate an overview of the slow system performance problem.
  • Summarize this Problem for me.
  • Give me a summary of the problem.
  • Briefly explain the problem.
 The agent summarizes the problem record (for example, investigation: slow system performance, status: root cause analysis, impact: multiple users reporting application slowness and timeouts). Summarize Problem
Verify attributes of the problem.
  • Should I modify the urgency and impact?
  • Is the category selection appropriate?
  • Should I adjust the subcategory for this problem?
  • Are the urgency and impact correctly set?
  • Can you check attributes of this problem?
 The agent displays the key attributes of the problem (for example, category: hardware subcategory: laptop impact: high, urgency: high). Check Problem Attributes
Find new and unlinked incidents related to the slow performance issue.
  • Find related incidents to this problem.
  • Are there other similar problems to this problem?
  • Locate related records associated with this problem.
  • Show me problems similar to this one.
 The agent performs a semantic search and identifies 3 new incidents logged in the last four hours that contain the keywords slow and unresponsive. It then suggests linking these incidents to related records related to the problem. Associate Related Records for Problems

After generating summary and linking to related records, identify the root cause of the problem.

Note
Note The problem fulfiller must copy the resolution summary from Agentforce to the resolution summary field before marking the problem as resolved or closed. This step ensures that the problem record is updated with a clear summary of the resolution.
  • Create RCA for this issue.
  • Create a root cause analysis for this problem.
  • Generate the root cause analysis.
  • Perform RCA for this issue.
 The agent summarizes root cause of the problem. A misconfigured database query cache causes the primary application servers to use high levels of CPU and memory, which results in overloads during peak business hours. Create Problem Root Cause Summary
Propose a permanent fix for ‌overloaded servers based on best practices.
  • How could I solve this problem?
  • Can you suggest ways to solve this problem?
  • Can you suggest ways to solve this incident?
 The agent finds a solution in knowledge article KA-0003. Based on knowledge article KA-0003, the proposed fix is to change the database query cache and use a load balancer to distribute traffic across a new server. Propose Resolution Summary For Problem
After the fix is implemented, document the resolution summary.
  • Draft a resolution summary for this problem detailing the steps taken.
  • Summarize the resolution process based on all actions performed.
  • Create a concise resolution summary for this problem.
  • Generate a final resolution summary using the steps taken.
 The agent analyzes the change request notes and generates a draft summary. The problem was fixed by changing the database cache and installing a new load balancer. Create Problem Resolution Summary
## Collaborate and Communicate on a Problem Problem fulfillers can use Slack swarming to troubleshoot critical issues, and Agentforce summarizes the conversations, posting key findings directly to the problem record. Here's how a problem fulfiller documents the swarming session focused on resolving the overloaded server issue and records its impact.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Generate a summary of the live troubleshooting discussion from the dedicated swarm channel.
  • Summarize the swarm channel.
  • Can you summarize the discussion on the swarm channel?
  • Provide a summary of the swarm channel conversation.
  • Give me a summary of the swarm channel discussion.
 The agent summarizes the linked Slack conversation (for example, problem: 95% server CPU usage, cause: misconfigured query cache, contributors: Mark (DBA), Smith (infrastructure), actions: Mark to optimize cache, Smith to prep change request for load balancer, decision: optimize cache now, plan load balancer for long-term). Summarize a Slack Channel
Post the generated summary to the problem record feed to document the findings and the action plan.
  • Post the summary to the feed.
  • Share the summary on the record feed.
  • Post the swarming summary to the feed.
  • Update the feed with the summary.
 The agent posts the generated swarming summary and problem resolution as a new Feed Item on the current record for visibility and historical tracking. Post To Feed