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Configure Automatic Priority Assignment for IT Services

Simplify decision-making and speed up record creation by automatically defining priority for incidents, problems, and change requests based on their urgency and impact. Handle critical issues faster and track service-level agreements (SLAs) more easily.

Required Editions

Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To configure priority assignment: View Setup and Configuration
  1. From the Salesforce Go page, go to the Features tab and filter the features by selecting Agentforce IT Service from the Cloud dropdown menu.
  2. Define priority assignment rules for Incident Management.
    1. On Incident Management, click Get Started or Keep Going.
    2. Next to Configure Rules for Automatic Incident Priority, click Configure.
    3. Turn on Automatic Priority Assignment for IT Service.
    4. Select a default priority.
    5. If you want to allow users to manually override the priority, select Set Priority Manually.
    6. Define priority assignment values based on urgency and impact, tailored to your company's needs.
      For example, if you define the value for both urgency and impact as High, set the value for priority as Critical.
    7. To define values for different combinations of urgency and impact, click Add More.
      We recommend defining the priority rules for all possible combinations of urgency and impact.
    8. Save your changes.
  3. Similarly, configure these rules for Problem Management and Change Management.
Example
Example

To ensure that critical issues are addressed first, a company defines a priority matrix for their IT team. For incidents with a high impact and high urgency, the priority is automatically set to critical. However, for an incident with high impact but low urgency, the priority is set to moderate to indicate it can be handled in a less immediate timeframe.

Here is an example table that aligns with industry standards for defining automatic priority assignment.

Urgency Impact Priority
High High Critical
High Medium High
Medium High High
Low High Moderate
High Low Moderate
Medium Medium Moderate
Medium Low Low
Low Medium Low
Low Low Low