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            Search Indexes for Agentforce IT Service

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            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.

            Required Editions

            Available in: Lightning Experience
            Available in: Unlimited and Developer Editions with Agentforce IT Service and Data 360

            The IT Service Data Kit includes three search indexes to seamlessly unify your IT service data in Data 360.

            Search Indexes
            Search Index WHAT IT DOES
            Incident The Incident search index allows you to search across incident and related records, empowering your AI agents and support teams to quickly find relevant information for resolving issues. This index is automatically deployed when you install the data kit.
            Problem The Problem search index helps you search for problems and their related incidents, helping your team identify root causes and patterns. It provides a holistic view of recurring issues to improve proactive problem management. This index is also automatically deployed with the data kit.
            Knowledge The Knowledge search index is specifically designed to index data from external knowledge management systems. It enables AI agents to search for and retrieve relevant knowledge articles and self-service content to deflect cases and provide instant support. This index must be set up separately using the Agent Force Data Library.
             
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