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Configure Incident Management for IT Services
Incident Management provides faster issue resolution and accurate tracking, helping your support team maximize efficiency. Configure this feature along with additional components to get started.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
| User Permissions Needed | |
|---|---|
| To set up incidents: | View Setup and Configuration |
Tip To track your progress, after you complete each setup task, select the checkbox
next to it.
- Go to Salesforce Go and search for Incident Management.
- Search for and select Incident Management.
- Click Get Started.
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Turn on Incident Management:
- In the Turn on Incident Management section, click Turn On.
- Click Confirm.
After you turn on Incident Management, these settings are enabled by default. Click Review to see the details:- Field Validations: Apply default validations on incident records to check whether specific fields are populated and to restrict or allow users to modify values.
- Automatically Close Child Incidents: Automatically close associated child incidents
when a parent incident is closed.
If the incidents need to stay open for additional investigation, associate the incident as Similar, and not as a child incident. For more information about associating incidents to other records, see Manage Incidents for IT Services.
- Email-to-Incident: Convert incoming emails into incident records. See Configure Email-to-Incident for IT Services.
- To customize the page layout for incident, in the Add Components, Fields, and Actions to Lightning Record Pages section, click Manage.
- To define rules that set incident priority based on its impact and urgency, in the Configure Rules for Automatic Incident Priority section, click Configure.
- To define response and resolution times based on incident impact and urgency to help fulfillers prioritize effectively, in the Define SLAs to Prioritize Incidents section, click Go to Feature Page.
- To get accurate data about an incident from its related configuration item, in the Create Configuration Items in CMDB section, click Go to Feature Page.
- To monitor the progress of incidents assigned to fulfillers, click Go to Dashboards.
- To engage with subject matter experts on Slack to resolve incidents in real time, in the Swarm on Incidents with Experts in Slack section, click Go to Feature Page.
- To support fulfillers and managers by autonomously resolving incidents with the help of agents, in the Build Agents to Support Incident Resolution section, click Go to Feature Page.
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Set up optional features, such as AI-powered incident processing:
- To automatically assign incidents to the appropriate owners with Einstein, in the Let Einstein Assign Incidents section, click the toggle to turn on the feature. See Einstein for IT Services.
- To automatically convert chat or voice to incidents, in the Report Incidents from Chat or Voice Using AI section, click the toggle to turn on the feature. See Configure Voice and Chat to Incident for IT Services.
- To automatically triage and categorize incidents for prioritization and routing, turn on Automatically Triage Incidents. See Set Up Automated Incident Triage for IT Services.
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