The Agentforce IT Service Data Kit contains predefined data streams that map data model
objects in Data 360 to similar objects in Agentforce IT Service. The data streams enable a
flow of near real-time data related to incidents, requests, knowledge articles, and other
aspects of your IT service business from the Agenttic IT Service Desk app to Data 360. The
fields on the data model objects are mapped to the corresponding fields on the source objects in
Agentforce IT Service. You can map other fields as required, or delete the mappings that you
don't use.
Required Editions
| Available in: Lightning Experience |
| Available in: Unlimited and Developer Editions with Agentforce IT
Service and Data 360 |
The Agentforce IT Service Data Kit includes three core data stream bundles to seamlessly
unify your IT service data in Data 360.
Data Streams
| DATA STREAM |
WHAT IT DOES |
| IT Service Core |
The IT Service Core data stream bundle is the foundation of your IT service data.
It connects foundational ticket and request data from your Salesforce org to Data
Cloud, ensuring a unified view of your service environment. This bundle includes data
streams for the following core objects: Cases, Contacts, Incidents, Problems, Change
Requests, and Surveys. |
| IT Service Analytics |
The IT Service Analytics data stream bundle focuses on bringing in data necessary
for calculating operational KPIs. It provides the key metrics needed to measure and
monitor the performance of your IT service team, such as resolution times, case
volumes, and Service Level Agreement (SLA) compliance. This data is essential for
building dashboards and reports to drive efficiency and optimize workflows. |
| IT Service Knowledge Management |
The IT Service Knowledge Management data stream bundle is designed to bring in
data related to knowledge content usage and feedback. This data is critical for
understanding the effectiveness of your knowledge base. This bundle is specifically
configured to ingest data from external knowledge sources using an injection API-based
connector, allowing you to track which articles are viewed most often, their
deflection rate, and how users interact with self-service content. |
