The Problem Fulfiller dashboard provides a centralized view of problems assigned to the
logged in IT fulfiller, helping them track new, open, and resolved problems effectively. This
dashboard enables you to prioritize issues based on urgency, monitor average resolution times,
and manage workloads.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited
Editions with Agentforce IT Service. |
The dashboard answers these questions:
New Problems
- What's the total number of new problems created, categorized by priority?
- What's the total number of new problems resolved, categorized by priority?
- How does the trend of new problems compare to the trend of resolved problems over
time?
Open Problems
- What's the current breakdown of your open problems by priority?
- What's the current breakdown of your open problems by category?
Resolved Problems
- What's the average time to resolve problems, broken down by priority?
- What's the distribution of problem resolution based on resolution code?
Problems Needing Attention
- Which problems are currently unassigned and require action?
- Are there any problems currently breaching their SLA?
Problem Table
- What are the details of the problems assigned to you, including priority, created date,
and subject?
