Set up Incident Management to provide your service team with effective tools for
tracking, investigating, and resolving disruptions affecting large numbers of customers. This
prerequisite is essential before you can manage incidents in Agentic IT Service
Desk.
Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited
Editions with Agentforce IT Service.
Incident Management Permissions for IT Services Assign permission sets or permission set groups to manage incidents, propose major incidents, and handle associations with change requests, problems, and releases.
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.
Configure Email-to-Incident for IT Services Automatically convert incoming emails into new incident records, manage threaded email conversations, and send email responses directly from the incident record.
Set Up Settings for Major Incidents for IT Services Configure settings for major incidents so that critical escalations are handled smoothly by the IT team with minimum disruption and increased transparency.
Set Up Service Requests from Incidents Create a service process, an intake flow, and an Action Launcher deployment to enable creating service requests from incidents.
이 기사를 통해 문제를 해결했습니까?
개선을 위한 의견을 보내주세요.
로드 중
Salesforce Help | Article
Cookie Consent Manager
Cookie Consent Manager
General Information
Required Cookies
Functional Cookies
Advertising Cookies
General Information
We use three kinds of cookies on our websites: required, functional, and advertising. You can choose whether functional and advertising cookies apply. Click on the different cookie categories to find out more about each category and to change the default settings.
Privacy Statement
Required Cookies
Always Active
Required cookies are necessary for basic website functionality. Some examples include: session cookies needed to transmit the website, authentication cookies, and security cookies.
Functional Cookies
Functional cookies enhance functions, performance, and services on the website. Some examples include: cookies used to analyze site traffic, cookies used for market research, and cookies used to display advertising that is not directed to a particular individual.
Advertising Cookies
Advertising cookies track activity across websites in order to understand a viewer’s interests, and direct them specific marketing. Some examples include: cookies used for remarketing, or interest-based advertising.
