Individual skill

service-itsm-agentic-setup-incident-management

Orchestrator for Incident Management setup in Service Cloud ITSM: presents the features, tracks progress, and configures each — Incident preferences, Incident persona PSG assignment, Priority Matrix, SLA & Milestones, Incident dashboards, Email-to-Incident, Major Incident Management (approval group + MIM preferences), Broadcast Communications, Manage Incidents with AI, Service Management Privilege (privilege escalation), and audit tracking. Use for: set up or configure incident management, a walkthrough, what incident features can I configure; the incident preference toggles (default field validations, auto-close child incidents, auto-triage, assign with Einstein, restrict assigned group, rich text descriptions); assigning the Incident Fulfiller or Incident Manager persona PSG. DO NOT TRIGGER for: the master on/off switch alone (use the IncidentMgmt SOR), the Priority Matrix, SLA, or field history tracking alone, the Major Incident Manager PSG, creating/editing PSGs, or Problem/Change/Case Management.

skills/service-itsm-agentic-setup-incident-management/SKILL.md

Source commit a8a18ce1e4ba12e69b4073eab98ce31bfbd8271e

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Last checked

Nov 4, 2026

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