Einstein automates IT service management. Generate problem records from incidents, and
draft change requests based on current record data. Use AI to route records to the appropriate
queue, and use prompt templates to draft contextual knowledge articles. Streamline configuration
tasks by linking affected configuration items (CIs).
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, and Unlimited Editions with Agentforce IT
Service. |
- Set Up Einstein Features for IT Services
Configure Einstein and Data Cloud to integrate AI into your IT service management workflows.
- Work with Einstein Features for IT Services
Use Einstein to automate IT service management tasks. Route incidents and problems, generate problem records, and draft change requests based on issues. Identify affected configuration items (CIs), and create structured knowledge articles to standardize and accelerate the resolution process.
