---
schema_version: "1"
id: 75f0175e92669362e8bb568b6b1fa32af49ce937793f77d8f78209924ab34b70
title: Create a Search Index for Incident for IT Services
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_creat_search_indx_incdnt.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_creat_search_indx_incdnt.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 02582e3a849f7eae21a6e18d57e79d2cbf8ab687d9d15ac8b1d5b2a17bd40995
description: Create a data stream from your Salesforce org, map the data to the appropriate data model, and then create a search index to make your incident data usable for AI features that use Data 360.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Create a Search Index for Incident for IT Services

Create a data stream from your Salesforce org, map the data to the appropriate data model, and then create a search index to make your incident data usable for AI features that use Data 360.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d58629e73">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d58629e73 ">To create search indexes:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d58629e73 ">Data Cloud Admin</td>

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## Configure the Incident Data Stream

Create a data stream to ingest your incident data from Salesforce into Data 360.

1. From the App Launcher, find and select **Data Cloud**.
2. Click the **Data Streams** tab.
3. In the Data Stream window, click **New**.
4. Under connected sources, select **Salesforce CRM** and click **Next**.
5. Select the Salesforce org that contains your incident data.
6. Click **View Objects**.
    
    A list of available Salesforce objects appears.
7. Find and select the **Incident** object, and then click **Next**.
8. On the incident details page:
    1. Select the object category as **Others**.
    2. Ensure all required fields are selected. By default, all fields are included.
9. Click **Next**.
10. Review the data stream details and click **Deploy**.
    
    After deployment, Data 360 creates a new data stream named Incident\_Home.

## Map Data Stream Fields

Map Incident record fields to the corresponding fields in the Incident data model object (DMO). Mapping ensures that Data 360 correctly interprets your data.

1. From the Data Streams tab, click the **Incident\_Home** data stream you just created.
2. On the data mapping card, click **Start**.
3. On the data model entities card, click **Select objects**.
    
    In the data mapping interface, you see the source fields from Incident\_Home on the left and the target fields in the data model on the right.
4. Map the fields that are required for your processes. Map these recommended fields:
    
    - IncidentId
    - SubjectText
    - Description
    - IncidentCategory
    - IncidentSubCateogory
    - IncidentUrgency
    - IncidentImpact
    - IncidentStatusCategory
    - CreatedDate
    - IncidentPriority
    - IncidentNumber
    - IncidentStatus
    - IncidentResolution
    - IncidentResolutionStatus
    - ResolutionSummaryText
    - IsMajorIncident
    - IncidentType
    - OwnerId
5. After you have mapped all required fields, click **Save & Close**.
6. Go to the data streams tab and monitor the Incident\_Home data stream. Wait for the status to change to Active, which indicates that Data 360 has ingested and mapped the data.

## Create the Search Index

Create a search index to enable fast and efficient querying of your incident data for AI-driven features. You can use a preconfigured data kit for a quick setup or use the advanced setup for more control.

1. In Data Cloud, go to the **Search Index** tab. If you don't see the Search Index tab, click **More** and then select it.
2. Click **New**.
3. In the new search index configuration window, choose your setup method:
    - From a Data Kit: For a streamlined setup, select **From a Data Kit**. Select **IT Services Data Kit** from the list, select the **Incident** index, and then click **Next**.
    - Advanced Setup: For manual control, select **Advanced Setup** and click **Next**.
4. Select the **Incident** data model object.
5. Click **Next**.
6. In the chunking step:
    1. Click **Manage Fields**.
    2. Select the check boxes for the Subject and Description fields. These fields are used to create searchable text chunks.
    3. Click **Save**.
7. Click **Next**.
8. In the vectorization step, select the **E5 Large V2 Embedding Model** and click **Next**.
9. Select a vectorization strategy based on your embedding model. This strategy determines how Data 360 measures your unstructured data for semantic relevance when building search results.
10. In the fields for filtering step, drag the fields you want to use for filtering search results from the available fields list to the selected fields area. Add these recommended fields:
    
    - Status Category
    - Category
    - Priority
    - Created Date
    - Owner Id
11. Click **Next**.
12. On the review and build step, review the complete configuration.
13. Click **Save** to create and build the search index.
    
    After the search index is created and processed, you can view its configuration details and process history from the search index tab.