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            Manage Change Requests for IT Services

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            Manage Change Requests for IT Services

            Implement service improvements and minimize disruption by managing the complete lifecycle of change requests. Your team can make sure that all service modifications are planned, tracked, and executed efficiently by creating change requests and associating change requests with other records. They can also conduct comprehensive risk assessments and view changes on a centralized calendar.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
            • Work with Change Requests for IT Services
              Work with change requests to streamline the implementation of service improvements. You can create change requests, associate change requests to other records, and even view the change requests on a centralized calendar.
            • Change Risk Assessment for IT Services
              In Agentforce IT Service, change risk assessment is an automated process that calculates a risk score for a change request. This score is based on a combination of change request attributes, such as Impact, Urgency, Schedule Lead Time, and Change Type, and a predefined questionnaire. Based on the score, a corresponding risk level and a risk score is assigned. This provides an objective way to calculate risk and can be edited to meet your organization’s needs.
            • Review and Resolve Detected Change Request Conflicts
              Review and resolve detected change request conflicts to prevent overlapping work and maintain accurate change schedules. You can view conflicts directly on the change request record, where you can reschedule the request or mark conflicts as resolved or ignored.
            • Manage Change Advisory Boards
              Manage change advisory boards to coordinate reviews, schedule approval meetings, and track approval decisions for change requests.
             
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