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            Create Change Requests Automatically from Incidents or Problems with Einstein

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            Create Change Requests Automatically from Incidents or Problems with Einstein

            Use Einstein to generate change requests from incidents or problems. Einstein analyzes communication history, related tickets, and the source record to create a draft. Verify the details, and then save the record.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, and Unlimited Editions with Agentforce IT Service.
            User Permissions Needed
            To assign change request using Einstein: Prompt Template User permission set
            1. From the App Launcher, find and select Incidents or Problems.
            2. From the Incident or Problems page, open a record.
            3. From the quick actions menu, select Create Change Request with Einstein.
              Einstein analyzes the record and its related records to automatically draft a change request record.
            4. Review the change request record generated by Einstein to make sure the accuracy of key fields, such as subject, category, subcategory, description, impact, urgency, and priority.
            5. Click Save.
              The change request record is created successfully.
            Example
            Example

            Sarah is from IT team at Cumulus Bank. A problem record exists with these details:

            • Problem Number: PRB-0023
            • Subject: Company Intranet is Slow

            Based on the investigation, Sarah determines that an outdated network switch is causing the performance issue and requires replacement. To provide a permanent resolution, initiate a formal change request to upgrade the hardware.

            She clicks Create Change Request with Einstein on the problem record. Einstein analyzes the problem details and root cause analysis, prioritizing technical logs and investigation notes that specify a hardware replacement is required.

            Einstein drafts a new change request record automatically, which includes key details such as category, change type, subject, implementation plan, risk, and backout plan. The new change request is created (CR-0045), saving Sarah the manual effort of drafting it from scratch and helping her to immediately start the approval process.

             
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