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            Einstein for IT Services

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            Einstein for IT Services

            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: Enterprise, and Unlimited Editions with Agentforce IT Service.
            • Set Up Einstein Features for IT Services
              Configure Einstein and Data Cloud to integrate AI into your IT service management workflows.
            • 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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            Salesforce Help | Article