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            Permission Sets for Service Assistance for IT Incidents

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            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.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, and Unlimited Editions with Agentforce IT Service.
            Role User Permissions Needed Tasks
            Admin
            • Service Planner Builder
            • Data Cloud Architect
            • Agentforce Default Admin
            • Use Proactive Actions for IT Services
            • Incident Fulfiller
            		 Creates a service assistant using the Agentforce ITSM Service Assistant template and adds the Service Assistant component to an Incident record page layout.
            IT Fulfiller
            • Service Planner User
            • Access Agentforce Default Agent
            		 Uses the Service Assistant on an incident from investigation to resolution to get step-by-step plan of action.
            Employee Service Planner User Assign the servicePlanner user a custom permission that includes Read, View All fields, and View All records for the Incident object.
             
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            Salesforce Help | Article