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            Enable Einstein Features for IT Services

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            Enable Einstein Features for IT Services

            Configure Einstein and Data Cloud to automatically route records, prefill record details, and draft knowledge articles. Set up configuration management database (CMDB) to identify affected configuration items (CIs).

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
            User Permissions Needed
            To set up Einstein for IT Service: View Setup and Configuration

            Make sure to Enable Einstein and Set Up Data 360 for Einstein.

            1. To automatically assign incidents with Einstein:
              1. From the Setup menu, go to Salesforce Go > Features.
              2. In the Features list, click Keep Going on the Incident Management card.
              3. In the Incident Management page, turn on Let Einstein Assign Incidents.
            2. To automatically create problem records with Einstein:
              1. From the Setup menu, go to Salesforce Go > Features.
              2. In the Features list, click Keep Going on the Problem Management card.
              3. Click Review on the Turn On Problem Management card.
              4. Turn on Create Problems with Einstein.
            3. To automatically draft knowledge articles for your incidents, problems, and change requests with Einstein:
              When you turn on Einstein Knowledge Creation for Agentforce IT Service, two prompt templates, Create Knowledge Articles from Problem and Create Knowledge Articles from Incident, are deployed automatically.
              1. From Salesforce Go page, go to the Features tab and search for Einstein Knowledge Creation for IT Service.
              2. On Einstein Knowledge Creation for IT Service, click Set Up .
              3. Click Get Started.
              4. Click Turn On.
                This action turns on Einstein Generative AI and deploys the prebuilt prompt templates automatically.
              5. To allow service reps to draft articles in multiple languages, enable them in knowledge settings.
                Knowledge creation supports English, Dutch, French, Italian, German, Japanese, Portuguese (Brazil), Spanish (Mexico), Spanish (Spain) and Swedish.
            4. To automatically assign problems with Einstein:
              1. From Setup, in Quick Find box, enter Problem Management, and then select Problem Management.
              2. Turn on Assign Problems with Einstein.
              Use Einstein to route problems to the appropriate queue based on problem details and similar records.
            5. To automatically create change requests from problems or incidents with Einstein:
              1. From Setup, in Quick Find box, enter Change Management, and then select Change Management.
              2. Turn on Create Change Requests with Einstein.
                Use Einstein to create change requests from problems or incidents to automatically complete fields using source and related record data.
            6. To identify affected configuration items (CIs) for incident, problem, and change request with Einstein:
              Before you begin, ensure that the affected CIs, and impacted CIs related list components are added to the incident, problem, and change request page layout.
              1. Enable Agentforce.
              2. Set up Configuration Management Database (CMDB).
              3. Create a search index.
             
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