Service Itsm Agentic Setup Incident Management

Salesforce

End-to-end Incident SLA setup for Service Cloud ITSM — creating a MilestoneType, an Incident-scoped SLA Policy (SlaProcess), attaching a Milestone with criteria, and wiring an Entitlement so Incidents derive an EntityMilestone with a computed TargetDate.

Salesforce

Reads and toggles the master Incident Management setting on a Salesforce ITSM org — the org-level switch that turns Incident Management on or off. Reads current state before writing, is idempotent, and requires explicit user confirmation before any change

Salesforce

Configures the Incident Priority Matrix for Salesforce ITSM through the sf CLI — enabling or disabling the matrix, shaping the Impact x Urgency grid that derives Priority on Incident records, toggling the manual-override preference, and reading or setting