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            AI Features for IT Services

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            AI Features for IT Services

            Explore and set up AI tools that revolutionize IT service delivery. Turn on proactive assistance and create agents from prebuilt templates for IT teams and employees. Use Einstein features to automate tasks and help IT teams create detailed guided steps with the Service Assistant. Predictive actions identify high-risk issues, allocate resources, and improve service reliability

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
            • Agentforce for IT Service
              Agentforce for IT Service automates workflows for employees, IT teams, and release managers. Employees can request catalog items, report issues, and track tickets. IT teams can investigate and resolve issues through real-time collaboration and expert swarming.
            • Einstein for IT Services
              Einstein automates IT service management. Generate problem records from incidents, and draft change requests based on current record data. Use AI to route records to the appropriate queue, and use prompt templates to draft contextual knowledge articles. Streamline configuration tasks by linking affected configuration items (CIs).
            • Proactive Assistance for IT Services
              Use Proactive Assistance to start your investigations. These Agentforce actions run automatically when an incident or problem is created, which eliminates the need to trigger actions via Agentforce conversations. Refresh specific insights at any point in a record’s lifecycle to get the most recent data.
            • Service Assistant for IT Services
              As an incident fulfiller, use the Service Assistant on an incident record to resolve incidents. Agentforce analyzes incident details, historical data, and knowledge articles to summarize the issue and generate a step-by-step service plan. These plans include embedded quick actions to perform tasks, such as sending email or updating records, directly within a workflow step.
            • Predictive Actions for IT Services
              Predictive actions use machine learning and natural language processing to help IT operations move from reactive to proactive service management. Analyze historical patterns, real-time data, and text descriptions to generate risk scores for SLA breaches, potential major incidents, change request failures, and configuration item criticality prediction. IT managers and IT teams use these scores to identify high-risk issues, allocate resources, and improve service reliability.
             
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