Deploy the predefined search indexes included in the IT Service Data Kit to enable
efficient searching across your IT service data. The data kit provides three key search indexes:
Incident, Problem, and Knowledge. You can deploy the Incident and Problem search indexes
directly as part of the main data kit deployment. The Knowledge search index, however, requires
that the Knowledge Engagement data stream is configured and active, as it indexes data from
external knowledge sources.
Required Editions
| Available in: Lightning Experience |
| Available in: Unlimited and Developer Editions with Agentforce IT
Service and Data 360 |
The IT Service Data Kit includes three search indexes to seamlessly unify your IT service
data in Data 360.
Search Indexes
| Search Index |
WHAT IT DOES |
| Incident |
The Incident search index allows you to search across incident and related
records, empowering your AI agents and support teams to quickly find relevant
information for resolving issues. This index is automatically deployed when you
install the data kit. |
| Problem |
The Problem search index helps you search for problems and their related
incidents, helping your team identify root causes and patterns. It provides a holistic
view of recurring issues to improve proactive problem management. This index is also
automatically deployed with the data kit. |
| Knowledge |
The Knowledge search index is specifically designed to index data from external
knowledge management systems. It enables AI agents to search for and retrieve relevant
knowledge articles and self-service content to deflect cases and provide instant
support. This index must be set up separately using the Agent Force Data
Library. |
