Loading
Prepare for Email to Become the Default Login ExperienceRead More
Customize Incident and Change Request Pages for Proactive Customer Operations

You are here:

  1. Salesforce Help
  2. Docs
  3. Agentforce IT Service

Customize Incident and Change Request Pages for Proactive Customer Operations

Add the Impacted Accounts, Impacted Contacts, and Impacted Assets related lists, and the Impacted Account Count and Linked Case Count fields, to the incident and change request record pages so that IT teams can see the customers a disruption or planned change affects. Complete this one-time setup for both record pages.

Required Editions

Available in: Lightning Experience
Available for an additional cost in: Enterprise, Performance, and Unlimited Editions with Service Cloud and Agentforce IT Service.
User Permissions Needed
To edit a Lightning record page and customize page layouts: Customize Application

Impact analysis populates these lists. Impacted assets require a Configuration Management Database (CMDB). To set up your CMDB, see Provision CMDB and Service Graph for IT Services.

Note
Note The Impacted Accounts, Impacted Contacts, and Impacted Assets related lists, and the Impacted Account Count and Linked Case Count fields, are automatically available on the incident and change request pages in all orgs created after the Winter '27 release.

You add these lists and fields in two places. Add the Impacted Contacts Related List component to the Lightning record page in the Lightning App Builder. Add the Impacted Accounts and Impacted Assets related lists and the count fields to the page layout in Object Manager. For how to open and edit a Lightning record page, see Customize Lightning Pages for Lightning Console Apps.

  1. Open an incident record, and from the Setup menu, select Edit Page.
  2. In the Lightning App Builder, add the Impacted Contacts Related List component to the tab that holds the related lists.
    1. Switch to the Related Lists tab.
    2. From the left panel, drag the Impacted Contacts Related List component onto the Related list tab area, where you want IT teams to review the contacts an incident affects.
  3. Click Save, and then activate the page.
  4. Add the Impacted Accounts and Impacted Assets related lists and the count fields to the incident page layout.
    1. From Setup, go to Object Manager.
    2. Search for and select Incident.
    3. Click Page Layouts, and select the page layout.
    4. In the palette, select Related Lists, and then drag Impacted Accounts and Impacted Assets to the Related Lists section.
    5. In the palette, select Fields, and then drag Impacted Account Count and Linked Case Count to the page.
    6. Save your changes.
  5. Repeat these steps for the change request record page.
    Impact analysis and the impacted accounts, contacts, and assets work the same for a planned change request as for an incident. For a Change Request, you cannot add a Linked Case Count field.
 
Loading
Salesforce Help | Article