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Relate a Case to an Incident with the Service Assistant

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Relate a Case to an Incident with the Service Assistant

When a case might stem from a known IT incident, review up to three AI-based incident recommendations from the Service Assistant and relate the case to the correct incident. The Service Assistant shows each recommended incident's criticality, status, service-level agreement (SLA), and owner so you can confirm the relationship.

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 relate a case to an incident with the Service Assistant: IT Fulfiller permission set

In the Service Assistant component on the case record, the Service Assistant analyzes the case and recommends up to three active incidents, ranked by relevance. You decide whether a recommendation is correct, so the Service Assistant never relates a case on its own.

  1. Open the case that might be related to an active incident.
  2. In the Service Assistant component, review up to three recommended incidents, including each incident's number, criticality, status, SLA, and owner.
    To read the full context for an incident, expand its summary.
  3. If one of the recommended incidents is correct, on its recommendation, click Assign to Incident.
    The case is related to the incident, and the incident's status, SLA, and summary appear on the case. The incident's linked-case count increases.
  4. If none of the recommendations is correct, relate the case another way.
    1. To open a new incident that's prefilled from the case, select Create new incident.
      Field mapping prefills fields from the case. Your admin sets which fields map. See Configure Field Mappings for IT Services.
    2. To choose an incident yourself, select See all active incidents and relate the case from the list.
 
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