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Modify Prompt Templates for IT Service AI Actions

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Modify Prompt Templates for IT Service AI Actions

Customize predefined prompt templates to ensure that Agentforce IT Service actions reflect your organization's requirements. Create and activate a custom version of a predefined IT Service prompt template to modify its instructions.

Required Editions

Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To create and manage prompt templates in Prompt Builder: Prompt Template Manager permission set
  1. From Setup, in the Quick Find box, enter Prompt Builder, and then select Prompt Builder.
  2. Under All Prompt Templates, select the predefined IT Service prompt template that you want to modify.
  3. If the prompt template is active, click Deactivate.
  4. Click Save As, and then select Save as New Version.
  5. Modify the prompt instructions as needed.
  6. Save your changes and activate the template.

Predefined Prompt Templates for IT Service AI Actions

Review the predefined standard-overridable prompt templates and their purposes.

prompt template name prompt template description
Create Change Request from Incident Analyzes incident data to extract change request attributes for change request record creation.
Create Change Request from Problem Analyzes problem data to extract and structure information needed for change request record creation.
Create Problem from Incident Analyzes incident data to extract and structure information needed for problem record creation.
Create Incident from Employee Request Analyzes an employee help request and extracts structured incident attributes for self-service incident creation.
Create Incident from Conversation Analyzes chat, voice, or email conversation transcripts and extracts structured incident attributes for agent-assisted incident creation.
Draft Incident Email for Internal Team Creates a plain-text email draft for internal team communication based on an incident record.
Draft Email Requesting Additional Incident Information from Requester Creates a plain-text email requesting additional details from the incident requester based on an incident record.
Draft Incident Update Email for Requester Creates a plain-text email update for the incident requester based on an incident record.
Filter Tickets Filters and selects the most relevant tickets based on user intent and use case. Supported entity types are Incident, Case, and ServiceRequest.
Check Incident Attributes Validates the attributes of an incident record, such as impact, category, urgency, and priority, based on incident details, related records, and similar records.
Check Problem Attributes Validates the attributes of a problem record, such as impact, category, urgency, and priority, based on problem details, related records, and similar records.
Create Incident Root Cause Summary Creates a rich text summary of the root cause analysis for an incident based on the incident details, related records, swarm and feed data, knowledge articles, and similar incidents and problems.
Create Root Cause Summary For Problem Creates a rich-text root cause summary for a problem record, based on problem details, associated incidents, and similar problems.
Evaluate Problem Requirement For Incident Evaluates the requirement for a problem based on incident details, related problems, and similar problems, and generates suggestions for the user.
Create Resolution Summary for Incident Creates a resolution summary for an incident based on the incident details, related records, swarm and feed data, knowledge articles, and similar incidents.
IT Service Slack Channel Summary Summarizes the content of an IT Service Slack channel and formats them for use in Slack.
Summarize Post Incident Resolution Creates a rich-text summary of an incident, including the incident's description, subject, category, subcategory, and related SLA and milestones, knowledge articles, and feed and swarm data after the incident is resolved.
Create Resolution Summary for Problem Creates a resolution summary for a problem based on the problem details, related records, swarm and feed data, knowledge articles, and similar problems.
Propose Resolution Summary for Incident Proposes a resolution summary for an incident based on the incident details, related records, swarm and feed data, knowledge articles, and similar incidents.
Propose Resolution Summary for Problem Proposes a resolution summary for a problem based on the problem details, related records, swarm and feed data, knowledge articles, and similar problems.
Summarize Change Request Creates a rich-text summary of a change request record, including the record’s description, subject, category, subcategory, risk assessment details, and related records.
Summarize Incident Creates a rich-text summary of an incident record, including the incident’s description, subject, category, subcategory, and related SLA and milestones, knowledge articles, feed and swarm data.
Summarize Problem Creates a rich-text summary of a problem record, including the problem’s description, subject, category, subcategory, root cause analysis, and related SLA and milestones, knowledge articles, feed and swarm data.
Summarize Release Summarizes a release record for the reviewer to understand its scope, status, timeline, related incidents, and business impact.
Summarize Approval For Employee Generates a summary for an approval work item for the reviewer to understand the context.
Summarize Incident For Employee Summarizes an incident for an employee to help them track the status of the issue they raised.
Summarize Open Approvals For Employee Generates a summary for top 10 open approval work items for a reviewer that require action.
Example
Example

This example demonstrates how to modify the Create Change Request from Incident prompt template to include a change justification field.

Step Sequence Action
1 Create a custom field on the Change Request object. For the field label, enter Change Justification. For the field name, enter Change_Justification.
2 Create a new version of the Create Change Request from Incident prompt template, and add the custom field to the template.
3 In the JSON Format section, add the field API name and a brief description. For example: "Change_Justification__c": "Business and operational reasons for implementing the change based on the incident".
4

In the Prompt Instructions section, add instructions for generating the Change Justification field. 

- Specific instructions for generating Change Justification:
  - Extract statements from the INCIDENT that describe the issue, its business or operational impact, its urgency, and the reason a change is required. Assign the extracted statements to "supporting_evidence" for the "Change Justification" field.
  - Summarize the extracted information in 2 to 3 sentences. Assign the summary to the "Change_Justification__c" field.
  - Change Justification must clearly explain why the change is needed and what incident-related problem it is intended to address.
  - Change Justification must not merely repeat the incident TITLE or DESCRIPTION.
  - Don't include implementation steps, testing instructions, rollback procedures, or unsupported expected outcomes.
  - Include only facts provided in the INCIDENT. Do not add assumptions, speculation, or guessed information.
  - If the incident doesn't contain enough information to justify the change, set "Change_Justification__c" to "Not enough grounding information to generate content".
5 In the Grounding Fields section, select the incident resources used to generate the field. For example, enter incident description and select Grounding Record Description from the Insert Resource menu. You can also add relevant resources such as the incident title, impact, urgency, category, and resolution.
6 Save and activate the prompt.
 
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