IT fulfillers initiate can use Create Problem with Einstein action to efficiently generate a problem record from the related incident. Agentforce creates the draft problem record by analyzing the source incident and its associated data, including communication history, related tickets, and attached files. IT fulfillers can quickly review and save the problem.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, and Unlimited Editions with Agentforce IT Service. |
| User Permissions Needed | |
|---|---|
| To create problems using Einstein: | Prompt Template User permission set |
- From App Launcher, go to Agentic IT Service Desk.
- On the Incidents tab, open a record from the All list view.
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From the quick actions menu, select Create Problem with Einstein
from quick actions menu.
Einstein analyzes the incident and its related records to automatically draft a problem record.
- Review the problem record generated by Einstein to make sure the accuracy of key fields, including subject, category, description, impact, urgency, and priority.
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Click Save.
The problem record is created successfully.
Sarah is an IT Fulfiller at Cumulus Bank. An employee creates a record with these details:
- Incident Number: INC0002
- Subject: CRM Application is Unavailable
- Attachment: A screenshot showing a browser window with a "503 Service Unavailable" error banner.
Based on assignment rules set up by the admin, the incident INC-0002 is initially assigned to the IT Support group. Sarah, an IT fulfiller, reviews the incident, including the attached screenshot. She recognizes the incident as part of a larger related issue tied to recent CRM server maintenance, based on the recurring "Error 503 Service Unavailable" messages confirmed in the incident description and the attached file.
Sarah decides to initiate a formal problem investigation. She clicks Create Problem with Einstein on the incident record. Einstein analyzes the incident details and associated incidents, and attached files. Einstein gives particular weight to the description's error message, "CRM application is unavailable," and to the attached screenshot, which confirms the same 503 error signature across multiple reports.
Einstein drafts a new problem record automatically, which includes key details such as category, subject, description, impact, urgency, and priority summarized from incident details and attached file. The new problem record is created (PRB-0023), saving Sarah the manual effort of drafting it from scratch and helping her to immediately begin the investigation.
