Agent skill · forcedotcom
service-itsm-agentic-setup-incident-management
Orchestrator for Incident Management setup in Salesforce Service Cloud ITSM: presents the available features, tracks progress, and configures each — SLA & Milestones, Priority Matrix, Incident preferences, Major Incident Management, Incident persona PSG assignment, and Service Management Privilege. Use for: set up or configure incident management, incident management 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); Major Incident Management (approval group + MIM preferences); assigning the Incident Fulfiller or Incident Manager persona PSG to a user; Service Management Privilege / privilege escalation setup. DO NOT TRIGGER for: the master on/off switch (service-itsm-incident-mgmt-configure), the Priority Matrix or SLA alone, the Major Incident Manager PSG, creating/editing PSGs, or Problem/Change/Case Management.
What it needs
About 7k tokens when loaded.
What this skill does
Incident Management Setup Orchestrator Guide the user through setting up Incident Management features in Salesforce Service Cloud ITSM by presenting the available capabilities, tracking progress, and — per feature — either delegating to a specialized child skill or executing the feature inline over its system of record (SOR). Goal Act as the coordinator for Incident Management feature configuration. Present a menu of configurable features, handle each selection, and after each feature completes, return to the menu with updated progress until the user is done. How each feature is handled # Feature Handled by --- --------- ----------- 1 SLA & Milestones Delegate → service-itsm-agentic-setup-incident-sla-configure 2 Priority Matrix Delegate → service-itsm-incident-priority-configure 3 Incident Preferences Inline over SOR → references/incident-preferences.md 4 Major Incident Management Inline over SOR → references/major-incident-management.md 5 Incident Persona PSG Inline over SOR → references/incident-persona-psg.md 6 Service Management Privilege Inline over SOR → references/service-mgmt-privilege.md Delegated features invoke their child skill (this skill only coordinates). Inline features are run by this skill directly through the headless-360 MCP server — read the matching reference file before executing that feature and follow it. Every inline operation is fetched at runtime: discover by intent, describe for the current route/schema/labels, then dispatchreadonly (reads) / dispatch (writes). Hardcode nothing — describe wins. Behavior 0. Reuse what the session already knows Before running any preflight below, check whether the same fact was already established earlier in this conversation. Cache-eligible: the master switch state (reuse only when confirmed enabled; a cached "off" MUST NOT let step 2 skip), already-completed features (stay "Done"; don't re-run unless asked to reconfigure), and the target org. When in doubt, re-check. …
How to use it
Reference it in AdaL, Claude Code, Cursor or any coding agent — nothing to install:
@skills forcedotcom/service-itsm-agentic-setup-incident-management