Salesforce IT Service Cloud Features

Routes tickets automatically to the appropriate user.

Prioritizes tickets based on factors configured by the user.

Notifies the IT team when a ticket needs action.

Provides a forum for answers to common questions.

Integrates knowledge base articles into a ticket.

Notifications that are delivered to users as soon as an event occurs

Displays important metrics relating to performance.

Tracks time worked on a ticket.

Provides surveys to measure employee satisfaction.

Track and document all activities across devices, networks, and other systems

Enables access to service desk features via mobile device.

Enables employees to view the status of their tickets.

Provides a directory of all users within an organization.

Enables access to service desk features through multiple channels such as email, phone, or the portal.

Access software remotely via mobile devices

Allows users to automate the handling, processing, and management of documents.

Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders.

Allows the AI agent to learn from interactions and adapt its responses accordingly.

Provides the AI agent the ability to execute tasks without requiring constant user input.

Provides an AI agent that is able to make decisioning independently.

Allows the AI agent to identify and resolve issues without user intervention.

Provides users with automated updates on ticket progress and resolution timelines.

Enables the AI agent to track service level agreements and ensure timely ticket resolution.

Enables the AI agent to classify and prioritize tickets based on issue type and urgency.

Allows the AI agent to route tickets to the appropriate team or individual for resolution.

Allows the AI agent to automatically generate tickets from user inquiries or issues.

Enables the AI agent to retrieve and apply solutions from an IT knowledge base.

Enables the AI agent to automate repetitive IT tasks, such as password resets or software installations.

Allows the AI agent to diagnose and resolve IT issues without human intervention.

Provides users with instant, automated guidance to resolve common IT problems.

Allows the AI agent to identify and address potential IT issues before they escalate.

Capability to perform complex tasks without constant human input

Ability to break down and plan multi-step processes

Works across multiple software systems or databases

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Makes informed choices based on available data and objectives

Set up connections to third-party platforms to improve business processes

Plan and coordinate all the resources, costs and time needed to execute assignments

Organize and manage all processes/procedures involved in purchasing goods and/or services

Configuration Management Database

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Use AI to generate content in the form of text, images, videos, etc.

Manage risks related to IT systems

Database containing accurate and up-to-date information on all operational services

Track and manage inventory levels to maintain proper supply

Gauge satisfaction and receive information for improvement and success

Communicate using direct chat or messages within the system

Track and monitor efficient handling of all changes/transitions

Collection, analysis, and representation of numerical data and generation of reports to understand various patterns

Create, manage and track all task activities and progression

Pre-made examples and templates for emails

Compare key metrics for the business against prominent players in the industry

Adapt content to display differently based on viewer location

Active reporting of data and metrics

Provide online support for your customers through live chat or help desk functionality

Set a time to generate routine reports automatically

System alerts about the need to escalate an issue or request

Planning, coordinating, and executing the deployment of software or system changes into a live or production environment

Manage, store and organize emails within the system or via third-party apps

Track, store, and access client contracts or licenses

Create, design and manage workflows for repetitive tasks

Identify and solve underlying cause of incident(s), and prevent future incidents from occurring

Tools for the systematic analysis of various types of data or statistics

Set and monitor service level agreements to ensure timely response and resolution

Identify component attributes like servers, hardware, software, and manage relationships across all services

Application programming interface that allows for integration with other systems/databases

Managing inventories and tracking changes to hardware and software configurations

Access work applications remotely, for when working away from the office and/or traveling

Ability to chat online in real time

Alter the layout and content of reports

Manage and track all disruptions and incidents

Manage assets throughout their lifecycle to optimize profit

Allow customers/users to submit support queries and service requests

Pre-designed layouts that can be customized to match preferences and requirements

Add customized logos and colors to align with company branding

An extended application or connector that enables users to perform additional services with their current set of tools

Analysis of impact/effect on IT services and other business processes

Customize contracts and forms to collect specific information

Online portal through which end users can access the system, manage tasks, or obtain information

Track and organize the number of licenses available to the organization

Set a time to generate routine reports automatically

Create, manage and track all task activities and progression

Managing service requests, incidents, IT issues & support with a ticketing system

Gauge satisfaction and receive information for improvement and success

Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access

Monitor the movement of one or more IT assets throughout the organization

Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support

Track and manage adherence to policies for any service, product, process, or supplier

Allow customers/users to submit support queries and service requests

Allow users to access multiple services after entering their login credentials once

Track the management and flow of data throughout the organization

Private online space that lets businesses securely share documents and provide information access to clients

Set and monitor service level agreements to ensure timely response and resolution

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

Manage and track all disruptions and incidents

System alerts about the need to escalate an issue or request

Arrange tasks based on the level of priority or urgency

Use AI to generate content in the form of text, images, videos, etc.

Monitoring and measurement of relevant metrics to assess the performance of IT resources

Manage, store and organize emails within the system or via third-party apps

Integrates with Active Directory

Set up connections to third-party platforms to improve business processes

Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges

Provides a channel for team members to share media files, communicate, and work together

Collection, analysis, and representation of numerical data and generation of reports to understand various patterns

Manage assets throughout their lifecycle to optimize profit

Track and manage inventory levels to maintain proper supply

Import and export data to and from software applications

Define levels of authorization for access to specific files or systems

Assemble applications and processes by dragging over and arranging pre-built components

Track and document all activities across devices, networks, and other systems

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Create, design and manage workflows for repetitive tasks

Identify component attributes like servers, hardware, software, and manage relationships across all services

Identify and solve underlying cause of incident(s), and prevent future incidents from occurring

Configure existing workflows to meet your organization's needs

Managing inventories and tracking changes to hardware and software configurations

Application programming interface that allows for integration with other systems/databases

Graphical representation of data

Track and monitor efficient handling of all changes/transitions

Automatically scan the network for devices and take pre-defined actions upon discovery

Alter the layout and content of reports

Track, store, and access client contracts or licenses

Creating relationships between different IT assets to define their status and dependencies in a network

Customize data fields to support various needs and use cases

Track the status of support tickets/escalations as they move through the service queue

Discover patch statuses and vulnerabilities

Assemble data from multiple sources

Process to track, record, and analyze expenses that occurred over the entire duration of a given project

Create, save, and re-purpose templates for emails, forms, etc.

Manage the end-to-end lifecycle, from initial setup/development to deployment and maintenance

Information, data and reports that are being tracked over time

Observe and track the demand, usage, progress or quality of a system, product, or user

Facilitate the ongoing and automatic deployment of settings or systems.

Pre-designed layouts that can be customized to match preferences and requirements

Search and filter data across systems to locate required information by entering keywords or certain criteria

Create, save, and store files

Track the status over time for a request, process, asset, or transaction

Install software updates and bug fixes remotely

Store, manage, and track all electronic documents in a centralized location

Active reporting of data and metrics

Active monitoring of systems, applications, or networks

Track revisions and updates made to files and navigate between different versions

Track the status and progress of tasks

Moving and separately storing data that is not actively used or continuous storage of data for compliance purposes

Plan availability and assign specific time slots for tasks and resources

View and track pertinent metrics to find patterns and gain insights from data

Manage user accounts, profiles, roles, permissions, and other details across applications, devices or networks

Create, manage, and track policies and procedures within an organization

Analyze and gain insights into data in real-time

Set & manage permission levels based on user roles and restrict access to only authorized individuals

Automates and streamlines business processes by creating a sequence of predefined rules and actions that govern the flow of work

A record of all activities within the system, including user access, changes made, etc.

Helps automate and manage information, tasks, and procedures by establishing routines and patterns associated with processes

Regulations on a company's internal process when dealing with financial reporting

Track and manage the scheduling of tasks

Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service

Proactively detect errors or bugs, delivering actionable and team-oriented suggestions for remediation

Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges

Store, manage, and track all electronic documents in a centralized location

Online portal through which end users can access the system, manage tasks, or obtain information

Completes tasks independently without constant human intervention

View and track pertinent metrics to find patterns and gain insights from data

Maintain security, compliance, and data privacy protocols for all interactions

Process and analyze human language in text or audio form

Embed/link applications into third party software so it can be accessed within a third party system

Define and manage the persona, response style, and functional scope of AI agents to suit different use cases and business processes.

Intuitive interface and user-friendly design which seamlessly integrate with existing workflows

Manage incidents related to outages or breaches in functionality of IT systems

Tickets are automatically assigned to specific agents based on predefined rules

Set and monitor service level agreements to ensure timely response and resolution

Connect to organizational knowledge repositories and databases

Allow customers/users to submit support queries and service requests

Streamlining repetitive tasks and activities through automated and predefined workflows