Connect Agentforce IT Service with Data 360

You can ingest IT service data by using data model objects that specifically store information related to cases, problems, changes, knowledge, and feedback. In Data 360, you can segment the data and create actionable insights that inform decisions around support team productivity, ticket deflection, and predictive service resolution.

• Set Up Data 360 for Agentforce IT Service
  Set up Data 360 for your IT Service business and configure settings that help users work with the IT Service Data Kit.
• Agentforce IT Service Data Model Objects
  Get access to Data Model Objects (DMOs) as part of the unified package that’s automatically installed in your org when you enable Agentforce IT Service and Data 360. Whereas some data model objects are available only with Agentforce IT Service enabled in the org, other objects in the unified package can also be used to model support, knowledge, and operational information for an IT service business.
• Agentforce IT Service Data Kit
  The Agentforce IT Service Data Kit gives you a head start with easy-to-use, predefined data streams and search indexes. By using these tools, you can bring data from the Agentforce IT Service app into Data 360, creating a single source of truth for your IT environment.
• Configuration Management Database and Service Graph Data Kit
  The IT Service CMDB data kit allows you to enrich your Data Cloud instance with core Configuration Management Database (CMDB) information. By syncing configuration item (CI) data including relationships, attributes, and type definitions, it prepares your infrastructure data for deep analysis and reporting. It maps to essential Data Model Objects (DMOs) such as Configuration Item and Configuration Item Relationship to provide visibility into your IT asset landscape and dependencies.
• IT Compliance Data Kit
  The IT Compliance data kit enriches your Data Cloud instance with governance, risk, and compliance data. By ingesting risk, policy, audit, and evidence records, it prepares your compliance data to streamline audit readiness, automate evidence collection, and track remediation progress across your compliance landscape.