Problem Management in Agentforce IT Service helps your team proactively identify and
manage the root causes of incidents, rather than just treating the symptoms. This process
reduces the impact of recurring issues and prevents future disruptions by enabling long-term
solutions that improve service efficiency and business operations.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited
Editions with Agentforce IT Service. |
Key Capabilities
- Pinpoint the underlying reasons for recurring incidents to prevent future
disruptions.
- Leverage historical data, knowledge articles, known errors, and best practices to speed
up root cause identification.
- Create and manage problems directly within the Agentforce IT Service Desk app to ensure
a consistent and efficient experience.
- Stay on track with service level agreements and milestones by receiving key and major
updates through prebuilt notifications.
- Set Up Problem Management for IT Services
Get started with Problem Management to help you analyze incident patterns, diagnose root causes, and implement solutions to prevent disruptions and minimize downtime. Set up the necessary features, assign permissions, and tailor fields and picklist values to support consistent and efficient problem tracking.
- Manage Problems for IT Services
Track and manage problems efficiently to minimize disruptions, identify root causes, and drive long-term solutions. By creating and updating problems, your team maintains service quality and improves operational performance. You can create change requests directly from a problem, associate it with other records, and even accept risk for problems that can’t be resolved.
- Problem Management Dashboards for IT Services
Use dashboards for Problem Management to track key metrics, monitor trends, and gain actionable insights.
