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            Identify Affected Configuration Items for IT Service Records with Einstein

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            Identify Affected Configuration Items for IT Service Records with Einstein

            Einstein uses Data Cloud to identify configuration items (CIs) for incident, problem, and change request records. Use the Find Affected CIs action to analyze record descriptions, and get the ranked suggestions for affected CIs. These insights help find root cause of an issue, which reduces manual effort and accelerates resolution.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, and Unlimited Editions with Agentforce IT Service.
            User Permissions Needed
            To assign configuration items using Einstein: Prompt Template User permission set
            1. From the App Launcher, find and select Incidents or Problems or Change Requests.
            2. Open a record.
            3. On the Related tab, click Find Affected CIs (Einstein) on the Affected CIs related list.
              Einstein generates a list of suggested CIs based on real-time text analysis and historical linkage patterns.
            4. Review the suggestions and confidence scores.
            5. Select the relevant CIs and click Save.
              The CI is successfully populated in the Affected CIs list, ensuring accurate impact analysis.
            Example
            Example

            Sarah is a senior system administrator at Cumulus Bank. John, an IT analyst, is investigating a service disruption reported by several regional offices.

            • Incident Number: INC-0542
            • Subject: High latency and intermittent connectivity for North America VPN
            • Description: Users are reporting request timed out errors when accessing the internal data center. Initial tests show packet loss starting at the edge gateway.

            John opens the incident record in Lightning Experience. To identify the hardware causing the disruption, he goes to the Related tab and, selects Find Affected CIs (Einstein).

            Einstein uses Data Cloud to analyze the incident description and cross-reference it with discovered assets and historical linkage patterns. Within seconds, Einstein provides a ranked list of suggested configuration items (CIs) with confidence scores:

            • Gateway-Router-NA-01: 95% confidence (Matches edge gateway in the description and recent discovery logs showing high CPU usage).
            • VPN-Concentrator-West: 82% confidence (Historically linked to latency issues involving the North America VPN).

            John reviews the suggestions, selects Gateway-Router-NA-01, and saves the changes. The CI is added to the Affected CIs list. By pinpointing the specific router, John avoids a manual search through the CMDB. This allows him to initiate a replacement request and accelerate the resolution of the outage.

             
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