Set up Incident Management to provide your service team with effective tools for
tracking, investigating, and resolving disruptions affecting large numbers of customers. This
prerequisite is essential before you can manage incidents in Agentic IT Service
Desk.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited
Editions with Agentforce IT Service. |
- Incident Management Permissions for IT Services
Assign permission sets or permission set groups to manage incidents, propose major incidents, and handle associations with change requests, problems, and releases.
- Configure Incident Management for IT Services
Incident Management provides faster issue resolution and accurate tracking, helping your support team maximize efficiency. Configure this feature along with additional components to get started.
- Customize the Incident Page Layout and Record Page for IT Service
Customize the incident page layout and configure the record page to capture important details for Incident Management.
- Configure Email-to-Incident for IT Services
Automatically convert incoming emails into new incident records, manage threaded email conversations, and send email responses directly from the incident record. Configure how incoming email content is rendered, which senders are accepted, and how processing errors are handled.
- Configure Voice and Chat to Incident for IT Services
Create incident records directly from live conversations or messaging sessions to capture customer data efficiently.
- Set Up Settings for Major Incidents for IT Services
Configure settings for major incidents so that critical escalations are handled smoothly by the IT team with minimum disruption and increased transparency.
- Set Up Service Requests from Incidents
Create a service process, an intake flow, and an Action Launcher deployment to enable creating service requests from incidents.
