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            Service Assistant for IT Services

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            Service Assistant for IT Services

            As an incident fulfiller, use the Service Assistant on an incident record to resolve incidents. Agentforce analyzes incident details, historical data, and knowledge articles to summarize the issue and generate a step-by-step service plan. These plans include embedded quick actions to perform tasks, such as sending email or updating records, directly within a workflow step.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, and Unlimited Editions with Agentforce IT Service.
            IT Service Assistant for Incident
            • Permission Sets for Service Assistance for IT Incidents
              Assign permission sets so that IT support reps can draft detailed service plans that help them triage and resolve incidents.
            • Set Up Service Assistant for Incidents
              Configure settings for your IT team to use service plans for incidents.
            • Work with Service Assistant for IT Incident Resolution
              Use Service Assistant to resolve incidents quickly with AI-generated, step-by-step service plans. These plans improve team collaboration by incorporating new information when the incident is updated. These plans use a built-in feedback loop to continuously improve over time.
            • Use Quick Actions in Service Plan
              Use quick actions to perform tasks directly from the steps of a service plan. IT teams can select actions, such as Send Email or Update Record, to complete tasks without navigating away from the incident record. IT teams can stay in the context of an incident while completing the workflow.
             
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            Salesforce Help | Article