When a case might stem from a known IT incident, review up to three AI-based incident
recommendations from the Service Assistant and relate the case to the correct incident. The Service
Assistant shows each recommended incident's criticality, status, service-level agreement (SLA), and
owner so you can confirm the relationship.
Required Editions
| Available in: Lightning Experience |
| Available for an additional cost in: Enterprise, Performance, and
Unlimited Editions with Service Cloud and Agentforce IT Service.
|
| User Permissions Needed |
| To relate a case to an incident with the Service Assistant: |
IT Fulfiller permission set |
In the Service Assistant component on the case record, the Service
Assistant analyzes the case and recommends up to three active incidents, ranked by relevance. You
decide whether a recommendation is correct, so the Service Assistant never relates a case on its
own.
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Open the case that might be related to an active incident.
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In the Service Assistant component, review up to three recommended
incidents, including each incident's number, criticality, status, SLA, and owner.
To read the full context for an incident, expand its summary.
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If one of the recommended incidents is correct, on its recommendation, click
Assign to Incident.
The case is related to the incident, and the incident's status, SLA, and summary appear
on the case. The incident's linked-case count increases.
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If none of the recommendations is correct, relate the case another way.
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To open a new incident that's prefilled from the case, select Create new
incident.
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To choose an incident yourself, select See all active incidents and
relate the case from the list.
