---
schema_version: "1"
id: d748b0541ae7000c82ff0e964537d4bb41c1bb681ee00d7ace62f1cc2d960d20
title: Problem Management for IT Services
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_prb_mgmt.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_prb_mgmt.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: d36e178799f679406d5645528a1b3827650c22b0aa7c2809ad9a7f9517c5b2c9
description: 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.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Problem Management for IT Services

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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table>

## 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](https://help.salesforce.com/s/articleView?id=service.it_srvcs_prb_mgmt_setup.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.it_srvcs_prb_mgmt_create_manage_prbs.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.it_srvcs_prb_mgmt_dashboard.htm&release=264.0.0&type=5)**  
    Use dashboards for Problem Management to track key metrics, monitor trends, and gain actionable insights.