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            Configure Voice and Chat to Incident for IT Services

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            3. Agentforce IT Service

            Configure Voice and Chat to Incident for IT Services

            Create incident records directly from live conversations or messaging sessions to capture customer data efficiently.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
            User Permissions Needed
            To set up voice and chat to create incident records: View Setup and Configuration

            Before you begin, set up Messaging Service Channel for IT Services and Omnichannel Routing for IT Services.

            1. From Setup, in the Quick Find box, enter IT Service Management, and then select Quick Setup.
            2. Click Get Started.
            3. Turn on AI for creating chat and voice records:
              1. Next to Configure Chat and Voice to Incident using AI, click Edit.
              2. Turn on Chat and Voice to Incident using AI.
              3. Save your changes.
             
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            Salesforce Help | Article