Explore and set up automation and productivity tools for IT service that accelerate service delivery and boost IT team productivity. Configure intelligent routing rules, define SLA policies, automate multistep workflows with action plans, and enhance diagnosis using integrated knowledge. Simplify complex workflows using unified catalog, stage management, advanced approvals, automated notifications, and a unified calendar.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
- Routing and Assignment for IT Services
Use Omnichannel Routing and Assignment Rules to efficiently route records to your IT support teams and reduce manual effort. Automate the process of assigning incoming records to the right queue or representatives and improve overall response times. - SLA Management for IT Services
Service-level agreements (SLAs) are crucial for defining and managing the support levels you promise your employees. In an IT Services organization, this translates to clear policies and timelines for managing incidents, problems, and change requests. Configure SLA policies and milestones easily with the simplified setup experience that has fewer steps. Make the most of the predefined SLA policies for incidents, problems, and change requests. - Knowledge Management for IT Services
Knowledge Management helps IT teams capture, organize, and share information through structured articles for faster, more consistent support. Streamline issue resolution by creating, managing, and accessing a knowledge base of known errors, workarounds, and solutions. - Unified Catalog for IT Services
Standardize IT service delivery by using the Unified Catalog and bring all IT-related products and services into a single, organized view. Simplify access for employees, ensure consistency in service delivery, and streamline backend fulfillment processes. As a single source of truth for all IT offerings, the catalog helps organizations manage their service portfolio more efficiently. - IT Service Calendar
Manage IT change requests, releases, business moratoriums, maintenance windows, and holidays in a single, color-coded calendar. The IT Service Calendar automatically creates events for new change requests and releases to help teams plan efficiently and avoid scheduling conflicts. - Notifications for IT Services
Keep IT teams and employees informed with timely notifications across their preferred communication channels. Admins define message content, timing, recipients, and delivery channels for standard and custom objects, including their related records. - Broadcast Communications for IT Services
Keep customers and internal teams informed during major incidents and planned changes. From an incident or change request, send one broadcast across email, in-app, Slack, and Microsoft Teams, draft it with AI, and track updates on the Communications tab. - Action Plans for IT Services
Design action plan templates to capture and automate repeatable tasks for business processes, such as major incident response or change implementation. Enhance collaboration and productivity by automatically assigning tasks, owners, and deadlines, ensuring consistent execution and efficient service delivery. - Advanced Approvals for IT Services
Automate and manage complex authorization workflows for key IT service processes, such as incidents, problems, change requests, and releases. Eliminate manual steps and automate the authorization and notification process using sequential, parallel, record-triggered, and autolaunched approval flows. - Stage Management for Agentforce IT Service
Experience enhanced control with Agentforce IT Service's stage management and guided transitions, orchestrating a clear journey for incidents, problems, change requests, and releases. You can define the stages and steps or tasks for each record, capturing the unique nuances of every process. This ensures that every incident, problem, change, and release follows a standardized workflow from start to finish. - Enhanced Chat for IT Services
Set up Enhanced Chat so employees can get help from the IT Service Employee agent on the self-service portal. The IT Service Employee agent can help find resources, resolve issues, and provide assistance to your employees conversationally and reduce the ticket load for your IT support team.