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            Report Hardware Issue

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            3. Agentforce IT Service

            Report Hardware Issue

            Deploy this template to provide employees with a standardized way to report technical issues with their assigned equipment, such as a malfunctioning laptop or a broken monitor.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.

            This template creates an incident record that captures essential issue details and urgency and impact values for efficient troubleshooting. Review what's included with the template.

            Intake Attributes

            The intake form for this template captures these details from the employee:

            • Assigned Device: The impacted device, such as a laptop or mobile phone.
            • Issue Details: A detailed explanation of the problem or symptoms.
            • Urgency: The employee's assessment of how quickly a resolution is required.
            • Impact: The extent to which the issue hinders the employee's ability to work.

            Incident Resolution

            This service process routes the incident to the IT support queue for manual troubleshooting and resolution.

            Integration

            This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled.

             
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            Salesforce Help | Article