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Proactive Assistance Workflow for IT Service Records
Review how IT teams use proactive actions to triage, analyze, and resolve issues. This workflow automates stages of the service management process, including service restoration for incidents and root cause identification for problems.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, and Unlimited Editions with Agentforce IT Service. |
Initial Triage and Context Gathering
Review the proactive actions that help IT teams quickly understand the context and impact of IT tickets.
| Proactive Action | What the Agent Does | Incident Fulfiller's Action | PROBLEM FULFILLER'S ACTION |
|---|---|---|---|
| Summarize | Reads the incident's subject, description, and key fields to generate a concise summary. | Get an immediate, high-level understanding of the issue without parsing the entire record. | Analyze the technical cause of the failure and its impact on the service and the environment. |
| Associate Similar Records | Searches for and automatically links other incidents with similar subjects and descriptions. | Review the related incidents to understand the scope of the issue. | Review related problems to understand the scope of the issue. Analyzing these records helps identify patterns, determine affected departments, and gather historical context for a resolution strategy. |
| Check Attributes | Analyzes the category, subcategory, impact, and urgency of similar incidents to verify that the current incident is categorized correctly. | Review the suggested corrections on the card. Manually update the fields if the analysis is incorrect. | Confirm the problem is categorized correctly based on organizational risk. |
Investigation and Resolution
Review the proactive actions that help IT teams investigate and resolve the issue.
| Proactive Action | What the Agent Does | Incident Fulfiller's Action | PROBLEM FULFILLER'S ACTION |
|---|---|---|---|
| Create Root Cause Summary | Analyzes the incident and its associated records to generate a potential root cause. | Review the summary to guide your investigation. If required, use the summary during swarm conversations and further collaboration with the stakeholders. The agent action highlights a recent change, a known error from a related problem, or a pattern from similar incidents. This points you toward the source of the issue. | Review structural flaws and bugs to perform a root cause analysis (RCA). This investigation identifies the specific technical error to help you determine the resolution. |
| Propose Resolution Summary | Analyzes resolution notes from similar incidents from the past and relevant knowledge articles to suggest a set of steps to fix the issue. | Read the proposed resolution to get a clear starting point for resolution. | Evaluate the suggested fix to design a permanent resolution and initiate a change request. |
Step-by-Step Service Plan for Incident
To accelerate incident resolution, review the service plan generated by the proactive action.
Note Service Assistant is not available for probem records.
| Proactive Action | What the Agent Does | Incident Fulfiller's Action |
|---|---|---|
| Create Service Plan for Incident | Creates detailed, step-by-step plans in a separate Service Assistant component. | Follow the step-by-step resolution plan provided in the Service Assistant component to resolve the incident. Redraft the service plan or collaborate with other fulfillers. |
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