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            Create Problems Automatically from Incidents with Einstein

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            Create Problems Automatically from Incidents with Einstein

            IT fulfillers initiate can use Create Problem with Einstein action to efficiently generate a problem record from the related incident. Agentforce creates the draft problem record by analyzing the source incident and its associated data, including communication history and related tickets. IT fulfillers can quickly review and save the problem.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, and Unlimited Editions with Agentforce IT Service.
            User Permissions Needed
            To create problems using Einstein: Prompt Template User permission set
            1. From App Launcher, go to Agentic IT Service Desk.
            2. On the Incidents tab, open a record from the All list view.
            3. From the quick actions menu, select Create Problem with Einstein from quick actions menu.
              Einstein analyzes the incident and its related records to automatically draft a problem record.
            4. Review the problem record generated by Einstein to make sure the accuracy of key fields, including Subject, Category, Subcategory, Description, Impact, Urgency, and Priority.
            5. Click Save.
              The problem record is created successfully.
            Example
            Example

            Sarah is an IT Fulfiller at Cumulus Bank. An employee creates a record with these details:

            • Incident Number: INC0002
            • Subject: CRM Application is Unavailable

            Based on assignment rules set up by the admin, the incident INC-0002 is initially assigned to IT Support group. Sarah, an IT fulfiller, reviews the incident and recognizes the incident as part of a larger related issue to recent CRM server maintenance, given the recurring "Error 503 Service Unavailable" messages.

            Sarah decides to initiate a formal problem investigation. She clicks Create Problem with Einstein on the incident record. Einstein analyzes the incident details and associated incidents, giving weight to the error message and description that mentions "CRM application is unavailable".

            Einstein drafts a new problem record automatically, which includes key details such as category, subcategory, subject, description, impact, urgency, and priority. The new problem record is created (PRB-0023), saving Sarah the manual effort of drafting it from scratch and helping her to immediately begin the investigation.

            Create Problem with Einstein
             
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