You are here:
Stage Management for Agentforce IT Service
Experience enhanced control with Agentforce IT Service's stage management and guided transitions, orchestrating a clear journey for incidents, problems, change requests, and releases. You can define the stages and steps or tasks for each record, capturing the unique nuances of every process. This ensures that every incident, problem, change, and release follows a standardized workflow from start to finish.
To learn more about predefined stage definitions for Change Request, see Stage Management for Change Requests in IT Services.
Example
John, the system administrator, wants to create a stage definition for an incident record.
- First, he must ensure that Stage Management is enabled in his org.
- John clicks New to create a stage definition. He then selects Incident as the record type and enters the required details. He then chooses status as the basis of the stage.
- John can now add step definitions for each stage of the incident lifecycle. For example,
for the initial Setup stage, he can define the necessary tasks. He then uses stage
transition to configure stage movement from one stage to another. For example, to
configure the stage management for the incident, he defines the stage transition to move
from the in progress to resolved only when the change team has pushed the short term fix.
- Once all the step definitions are complete, he can publish the stage definition to make it active for all incident records.
He can now assign different stage definitions to the same object and record type based on rule-based conditions by using stage definition assignments. For example, Incident of category Hardware has a different lifecycle and record steps from the incidents of category Application. Using Stage Definition Assignment, he can customize stages dynamically, tailored to each record’s context. Instead of applying a static set of stages to all records of an object, he can configure multiple stage journeys and automatically apply the most relevant one using stage assignment criteria
To do this, he goes to Stage Definition Assignment. To create Stage Definition Assignment, see Create a Stage Definition Assignment.
He can then use stage assignment rule criteria to dynamically apply different stage definitions to records of the same object and record type. To create Stage Definition Criteria, see Create Stage Assignment Rule Criteria.
