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.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, and Unlimited Editions with Agentforce IT Service. |
- Assign Incidents Automatically to the Right Queue with Einstein
Speed up your IT managers' issue resolution time and assign incidents accurately with Einstein. Einstein uses the incident details and other insights from recent incidents to recommend the most suitable queue, even for incidents that are already assigned. - Assign Problems Automatically to the Right Queue with Einstein
Use Einstein to reduce resolution time and route problems to the appropriate queue. Einstein uses problem details and insights from similar records to recommend a queue, even for problems that are already assigned. - Create Problems Automatically from Incidents with Einstein
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. - Create Change Requests Automatically from Incidents or Problems with Einstein
Use Einstein to generate change requests from incidents or problems. Einstein analyzes communication history, related tickets, attached files, and the source record to create a draft. Verify the details, and then save the record. - Create and Edit IT Service Knowledge Articles with Einstein
Create contextual knowledge articles from incident, problem, and change request records using generative AI. Reduce manual effort and standardize documentation by converting information from your IT service records into structured knowledge. - Draft Knowledge Articles for IT Services
Draft a knowledge article from an incident, problem, or change request by using an active Knowledge Generation prompt template. Start the draft from the Knowledge or Enterprise Knowledge component, or ask Agentforce to draft the article in a conversation, then review the generated article. - Identify Affected Configuration Items for IT Service Records with Einstein
Einstein uses Data Cloud to identify configuration items (CIs) for incident, problem, and change request records. Use the Find Affected CIs action to analyze record descriptions, and get the ranked suggestions for affected CIs. These insights help find root cause of an issue, which reduces manual effort and accelerates resolution.