Deploy this template to provide employees with a standardized way to report problems, crashes, or errors related to software applications.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
This template creates an incident record that captures essential issue details and urgency and impact values for efficient troubleshooting. Review what's included with the template.
Intake Attributes
The intake form for this template captures these details from the employee:
- Software Name: The name of the software that is experiencing technical issues or errors.
- Issue Details: A detailed description of the problem, including error messages, steps to reproduce the issue, or observed behavior.
- Urgency: The employee's assessment of how quickly a resolution is required.
- Impact: The extent to which the issue hinders the employee's ability to work.
Incident Resolution
This service process routes the incident to the IT support queue for manual troubleshooting and resolution.
Integration
This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled.