Assign permission sets so that IT support reps can draft detailed service plans that
help them triage and resolve incidents.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, and Unlimited Editions with Agentforce IT
Service. |
| Role |
User Permissions Needed |
Tasks |
| Admin |
- Service Planner Builder
- Data Cloud Architect
- Agentforce Default Admin
- Use Proactive Actions for IT Services
- Incident Fulfiller
|
Creates a service assistant using the Agentforce ITSM Service Assistant template and
adds the Service Assistant component to an Incident record page layout. |
| IT Fulfiller |
- Service Planner User
- Access Agentforce Default Agent
|
Uses the Service Assistant on an incident from investigation to resolution to get
step-by-step plan of action. |
| Employee |
Service Planner User |
Assign the servicePlanner user a custom permission that includes Read, View All fields,
and View All records for the Incident object. |
