Agentforce IT Service Data Kit

The Agentforce IT Service Data Kit gives you a head start with easy-to-use, predefined data streams and search indexes. By using these tools, you can bring data from the Agentforce IT Service app into Data 360, creating a single source of truth for your IT environment.

By using the data streams in the kit, you can harmonize, segment, and unify your data in Data Cloud and build powerful segments. You can then use the search indexes to get an aggregated view of important metrics, such as agent productivity, ticket deflection, and predictive service resolution. The kit is a starting point, and you can extend or customize the data streams and search indexes as required.

• Install the IT Service Data Kit
  A data kit helps you easily package Data 360 components such as data model objects, data streams, and then readily deploy the components in an org of your choice. You can install the data kit package for Agentforce IT Service in your org, deploy the data streams, and activate the search indexes.
• Agentforce IT Service Data Streams
  The Agentforce IT Service Data Kit contains predefined data streams that map data model objects in Data 360 to similar objects in Agentforce IT Service. The data streams enable a flow of near real-time data related to incidents, requests, knowledge articles, and other aspects of your IT service business from the Agenttic IT Service Desk app to Data 360. The fields on the data model objects are mapped to the corresponding fields on the source objects in Agentforce IT Service. You can map other fields as required, or delete the mappings that you don't use.
• Search Indexes for Agentforce IT Service
  Deploy the predefined search indexes included in the IT Service Data Kit to enable efficient searching across your IT service data. The data kit provides three key search indexes: Incident, Problem, and Knowledge. You can deploy the Incident and Problem search indexes directly as part of the main data kit deployment. The Knowledge search index, however, requires that the Knowledge Engagement data stream is configured and active, as it indexes data from external knowledge sources.
• Create a Knowledge Search Index for Agentforce IT Service
  The Knowledge search index is designed to enable AI agents and support teams to search for relevant knowledge articles and self-service content. Unlike the other indexes, the Knowledge search index isn't deployed with the data kit. You must create it separately using the Agent Force Data Library.