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            Set Up Service Assistant for Incidents

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            Set Up Service Assistant for Incidents

            Configure settings for your IT team to use service plans for incidents.

            Required Editions

            Available in: Lightning Experience
            Available in: Unlimited and Enterprise editions with Agentforce IT Service.
            User Role Required Permission Sets
            To set up service assistant:
            • Service Planner Builder
            • Data Cloud Architect
            • Agentforce Default Admin
            1. Enable Einstein
            2. Enable Agentforce
            3. Set up Data 360.
              The effectiveness of your service plans depends on how your agent topics and knowledge articles are written and structured.
            4. To make sure IT teams can use proactive AI actions for managing key tasks during an incident's lifecycle, turn on Create Service Plan for Incident.
              1. From Setup, in the Quick Find box, enter Proactive Assistance, and then select Proactive Assistance.
              2. Turn on Create Service Plan for Incident.
              3. Click Setup.
                You are redirected to the Agentforce Agents page.
            5. To create an agent from the Agentforce ITSM Service Assistant template, click + New Agent.
            6. To enable Quick Actions for incidents, administrators must configure the Agentforce ITSM Service Assistant settings.
              1. From Setup, in the Quick Find box, enter Agentforce Agents, and then select Agentforce ITSM Service Assistant.
              2. Select Open in Builder.
              3. Select Quick Action.
              4. Turn on Quick Actions.
                IT teams can use key actions directly from a service plan step.
            7. To assign quick actions to the service plan, follow these steps:
              1. Select the quick action you want to assign to a service plan topic.
              2. From the dropdown, click Manage.
              3. Click Edit.
              4. In the Instructions box, enter a description of the conditions under which the button appears.
                For example: Display this quick action for any step that involves notifying, updating, or communicating with the user.
              5. In the Assigned Topics box, search for and select the relevant issue topics, such as Laptop Screen Repair or Slack Issues.
                The quick action appears only in service plans related to the assigned topics.
              6. Click Save, and then click Activate to publish the changes.
            8. Set up the Service Assistant component.
              After you complete all the steps on the Setup page, add the Service Assistant to the Incident Record Lightning page so the incident fulfillers can use it.
              1. From the App Launcher, find and select Incidents.
              2. From the Incidents page, open an Incident record.
              3. From the record page, click Setup, and then select Edit Page.
              4. From the Incident Record page, in the Lightning App Builder, select the main component of the page.
              5. From the Tab menu, click Add Tab.
                The Details component is automatically added as a tab for the main component of the Incident record page.
              6. From the main component of the page, select the Details tab, and then move the preexisting details tab into the space labeled Add Component(s) Here.
              7. From the Components menu, search for and select Service Assistant.
              8. Add the Service Assistant component in place of the details component.
              9. Save your work and then activate the page.
              10. From the Activation window, in the Org Default tab, select Assign as Org Default and then click Close.
             
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