---
schema_version: "1"
id: 292dea7102768900976fd69f9a738368a6bb832e1cefe652bcfcfb2aff0daa1b
title: Einstein 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_einstein.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 89312ebed29359318df96e1f9ba97faafd3e6694fd6a969a60b74a6b69f5889b
description: 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).
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Einstein for IT Services

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

<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>

- **[Set Up Einstein Features for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein_setup_features.htm&release=264.0.0&type=5)**  
    Configure Einstein and Data Cloud to integrate AI into your IT service management workflows.
- **[Work with Einstein Features for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein_working_parent.htm&release=264.0.0&type=5)**  
    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.