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).
Required Editions
Available in: Lightning Experience
Available in: Unlimited and Enterprise editions with Agentforce IT
Service.
Work with Einstein Features for IT Services Use Einstein to automate IT service management tasks. Route incidents and problems, generate problem records, and draft change requests based on issues. Identify affected configuration items (CIs), and create structured knowledge articles to standardize and accelerate the resolution process.
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