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            IT Automation and Productivity Tools

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            IT Automation and Productivity Tools

            Explore and set up automation and productivity tools for IT service that accelerate service delivery and boost IT team productivity. Configure intelligent routing rules, define SLA policies, automate multistep workflows with action plans, and enhance diagnosis using integrated knowledge. Simplify complex workflows using unified catalog, stage management, advanced approvals, automated notifications, and a unified calendar.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
            • Routing and Assignment for IT Services
              Use Omnichannel Routing and Assignment Rules to efficiently route records to your IT support teams and reduce manual effort. Automate the process of assigning incoming records to the right queue or representatives and improve overall response times.
            • SLA Management for IT Services
              Service-level agreements (SLAs) are crucial for defining and managing the support levels you promise your employees. In an IT Services organization, this translates to clear policies and timelines for managing incidents, problems, and change requests. Configure SLA policies and milestones easily with the simplified setup experience that has fewer steps. Make the most of the predefined SLA policies for incidents, problems, and change requests.
            • Knowledge Management for IT Services
              Knowledge Management helps IT teams capture, organize, and share information through structured articles for faster, more consistent support. Streamline issue resolution by creating, managing, and accessing a knowledge base of known errors, workarounds, and solutions.
            • Unified Catalog for IT Services
              Standardize IT service delivery by using the Unified Catalog and bring all IT-related products and services into a single, organized view. Simplify access for employees, ensure consistency in service delivery, and streamline backend fulfillment processes. As a single source of truth for all IT offerings, the catalog helps organizations manage their service portfolio more efficiently.
            • IT Service Calendar
              Manage IT change requests, releases, business moratoriums, maintenance windows, and holidays in a single, color-coded calendar. The IT Service Calendar automatically creates events for new change requests and releases to help teams plan efficiently and avoid scheduling conflicts.
            • Notifications for IT Services
              Keep IT teams and employees informed with timely notifications across their preferred communication channels. Admins define message content, timing, and delivery channels.
            • Action Plans for IT Services
              Design action plan templates to capture and automate repeatable tasks for business processes, such as major incident response or change implementation. Enhance collaboration and productivity by automatically assigning tasks, owners, and deadlines, ensuring consistent execution and efficient service delivery.
            • Advanced Approvals for IT Services
              Automate and manage complex authorization workflows for key IT service processes, such as incidents, problems, change requests, and releases. Eliminate manual steps and automate the authorization and notification process using sequential, parallel, record-triggered, and autolaunched approval flows.
            • Stage Management for Agentforce IT Service
              Experience enhanced control with Agentforce IT Service's stage management and guided transitions, orchestrating a clear journey for incidents, problems, change requests, and releases. You can define the stages and steps or tasks for each record, capturing the unique nuances of every process. This ensures that every incident, problem, change, and release follows a standardized workflow from start to finish.
            • Messaging Service Channel for IT Services
              Set up a messaging service channel for IT services so your employees can chat with Agentforce in real time by using the self-service portal. The IT Service Employee agent can help find resources, resolve issues, and provide assistance to your employees conversationally and reduce the ticket load for your IT support team.
             
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            Salesforce Help | Article