Implement service improvements and minimize disruption by managing the complete
lifecycle of change requests. Your team can make sure that all service modifications are
planned, tracked, and executed efficiently by creating change requests and associating change
requests with other records. They can also conduct comprehensive risk assessments and view
changes on a centralized calendar.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited
Editions with Agentforce IT Service. |
- Work with Change Requests for IT Services
Work with change requests to streamline the implementation of service improvements. You can create change requests, associate change requests to other records, and even view the change requests on a centralized calendar.
- Change Risk Assessment for IT Services
In Agentforce IT Service, change risk assessment is an automated process that calculates a risk score for a change request. This score is based on a combination of change request attributes, such as Impact, Urgency, Schedule Lead Time, and Change Type, and a predefined questionnaire. Based on the score, a corresponding risk level and a risk score is assigned. This provides an objective way to calculate risk and can be edited to meet your organization’s needs.
- Review and Resolve Detected Change Request Conflicts
Review and resolve detected change request conflicts to prevent overlapping work and maintain accurate change schedules. You can view conflicts directly on the change request record, where you can reschedule the request or mark conflicts as resolved or ignored.
- Manage Change Advisory Boards
Manage change advisory boards to coordinate reviews, schedule approval meetings, and track approval decisions for change requests.
