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Enable Features for Problem Management
Turn on settings in your org that enable Problem Management and its associated features for Agentforce IT Service.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
| User Permissions Needed | |
|---|---|
| To enable Problem Management: | System Administrator Profile |
To use configuration items in problem records, enable Confirguration Management Database (CMDB).
- From Salesforce Go page, go to the Features tab, search for and select Problem Management.
- Click Get Started and then click Turn On and then confirm the changes.
- Click Review next to Turn on Field Validations.
- In the Problem Management Settings page, turn on Default Field Validations for Problems.
- Turn on Create Problems with Einstein to use Einstein to create problems from incidents, automatically filling key fields using incident and related data.
- Configure the Priority Matrix for Problem. See Configure Automatic Priority Assignment for IT Services.
- Align the layout of the Problem Management page with your company's theme.
-
Add components to the problem record page to view and manage affected and impacted
configuration items.
- Open a problem record.
- From the Setup menu, select Edit Page.
-
In the Lightning App Builder, drag and drop Related Affected Config
Items and Related Impacted Configuration Items
components to the desired region on the page.
These components are available only when Configuration Management Database (CMDB) is enabled.
- Click Save.
- Click Activate to make the page available in Lightning Experience.
- Build agents to support problem resolution. See Create an Agent from a Template.
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