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            Set Up Automated Incident Triage for IT Services

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            Set Up Automated Incident Triage for IT Services

            Configure incident triage to automatically detect duplicate incidents, identify relationships to active major incidents, find information gaps, and notify employees when incidents are created in your IT service org.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
            User Permissions Needed
            To manage Agentforce agents: Agentforce Admin Permission Set
            To view and activate flows: Manage Flow

            Prerequisites

            Complete the required Slack app and agent setup to enable incident triage notifications in Slack.

            1. Configure Employee Service Slack App for IT Services.
              The Employee Services Slack app allows employees to interact with IT services directly from their Slack workspace.
            2. Make sure to add General Slack subagent to IT Service Employee Agent to receive incident triage related notifications in Slack . See Add a Subagent to Your Agent from the Asset Library.

            Configure Automated Incident Triage

            Turn on automated incident triage to automatically triage and categorize incidents for prioritization and routing.

            1. From Setup, click Salesforce Go.
            2. Search for and select Incident Management.
            3. In the Incident Management section, make sure that the Incident Management toggle is on.
            4. Turn on Automatically Triage Incidents.

            Review and Verify the Incident Triage Flow

            Confirm that the Incident Triage record-triggered flow is active and correctly configured to run when incidents are created in your org.

            1. From Setup, in the Quick Find box, enter Flows, and then select Flows under Workflow Services.
            2. In the Flow Definitions list, search for triage incident by using the search bar and then open the Incident Triage flow.
            3. In the Flow Builder, verify the flow start configuration:
              1. Make sure that the Object is set to Incident.
              2. Make sure that the Trigger is set to A record is created.
              3. Make sure that the Optimize for is set to Actions and Related Records.
            4. Review the flow logic to confirm these key processing steps are present:
              • Find Duplicate Incidents: Searches for existing open incidents with similar characteristics.
              • Detect Major Incident: Evaluates whether the incident qualifies as a major incident.
              • Identify Incident Gaps: Determines missing information or gaps in the incident data.
              • Incident Triage Prompt: Uses AI to generate the triage summary and output.
              • Send Slack Message: Sends triage notifications to a Slack channel.
              • Create Chatter Post: Posts the triage summary to the incident record feed.
              • Send Email to User: Sends an email notification to the incident reporter.
            5. Make sure that the flow status shown in the toolbar is Active. If the flow isn't active, click Activate.
              The Incident Triage flow is active and runs automatically whenever an incident record is created.
             
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