As an incident fulfiller, use the Service Assistant on an incident record to resolve
incidents. Agentforce analyzes incident details, historical data, and knowledge articles to
summarize the issue and generate a step-by-step service plan. These plans include embedded quick
actions to perform tasks, such as sending email or updating records, directly within a workflow
step.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, and Unlimited Editions with Agentforce IT
Service. |
- Permission Sets for Service Assistance for IT Incidents
Assign permission sets so that IT support reps can draft detailed service plans that help them triage and resolve incidents.
- Set Up Service Assistant for Incidents
Configure settings for your IT team to use service plans for incidents.
- Work with Service Assistant for IT Incident Resolution
Use Service Assistant to resolve incidents quickly with AI-generated, step-by-step service plans. These plans improve team collaboration by incorporating new information when the incident is updated. These plans use a built-in feedback loop to continuously improve over time.
- Use Quick Actions in Service Plan
Use quick actions to perform tasks directly from the steps of a service plan. IT teams can select actions, such as Send Email or Update Record, to complete tasks without navigating away from the incident record. IT teams can stay in the context of an incident while completing the workflow.
