Explore Change Management Setup and Dashboards
Learning Objectives
After completing this unit, you’ll be able to:
- Summarize the steps for setting up Change Management.
- Explain how the Change Request Dashboard helps IT leaders analyze their change request processes.
Setup and Analytics
Now that you’ve seen how Agentforce IT Service helps IT teams deliver resolutions with both speed and precision, you’re ready to explore how to set up Change Management for your organization. You also take a look at a dashboard that helps your IT leaders track system changes and measure overall success.
Let’s begin with a summary of the setup steps and configuration options for Change Management.
Salesforce GO makes it easy to complete many of the steps covered in this unit. You can access this comprehensive setup guide by clicking 
and searching for and selecting Salesforce GO.
Change Management Setup
The first step to set up Change Management in your org is turning on foundational features, including Business Rules Engine. Then, assign permissions, such as Change Request Manager and Change Request Fulfiller to your users and profiles. Customize page layouts for objects by adding, modifying, and deleting fields and picklist values to match your business processes.
To accelerate change request record creation, configure the priority matrix, which defines priority assignment rules for each level of change based on urgency and impact. To see an example of priority values to include in the matrix, visit the Configure Automatic Priority Assignment for IT Services Help article.
Next, create the approval processes for your organization and set up notifications to deliver updates through preferred communication channels. Configure the IT Service Calendar to help teams visually schedule and deploy changes within allowable maintenance windows.
Using Stage Management, you can control how each type of change is handled on its way toward resolution. Agentforce IT Service includes stage definition templates for Normal, Standard, and Emergency change types to help you get started.
You can define additional stages and configure rules to dictate how and when a record moves from one stage to the next. Agentforce IT Service also automatically suggests specific action items for each stage to ensure consistent execution.
Next, configure Change Request Conflict Detection to control how the system identifies and creates records for conflicts. Whenever a change request or release is created with scheduled start and end dates, the system automatically generates a color-coded event on the IT Service Calendar. You can populate the calendar with predefined event types that restrict or impact deployments, such as business moratoriums and freezes, as well as designated maintenance windows and company holidays.
Finally, you can make changes to how Business Rules Engine calculates risk assessment scores by editing the included decision table and expression sets. For example, change the risk values, attributes, risk answers, and weights in the decision table to generate new scores based on user responses in the risk assessment form.
To learn more about setting up automated calculations, visit the Business Rules Engine Trailhead badge.
Now that you understand the basic setup steps, let’s turn to the included dashboard that helps you analyze your Change Management data.
Change Request Dashboard
The Change Request Dashboard, accessible from the Agentic IT Service Desk, provides change managers and IT leaders with actionable insights into all change requests across the IT environment. With these analytics, you can measure change progress, enhance the success rate of implementations, and reduce the number of unapproved changes.
Managers can tailor their view by filtering dashboard data by time period, configuration items, category, change type, risk level, priority, and status.
Here are some key change metrics included in the dashboard.
-
Open vs. Closed Changes: Shows the overall pipeline and workload, and compares the total number of open change requests against closed requests.
-
Unassigned and Overdue Changes: Tracks changes without an assigned owner or have passed their scheduled completion date, helping managers quickly identify staffing bottlenecks or delayed implementations.
-
Processing Time and Efficiency: Monitors the average time it takes to close a change request and calculates the overall Change Efficiency Rate, which represents how effective changes are implemented with minimal rework.
The dashboard also breaks down the volume of changes by their type, risk level, and priority. And it displays whether closed change requests were successful, partially successful, or failed, as well as approvals and rejections. To help analyze outcomes and troubleshoot underlying issues, the Change Details section provides comprehensive data about each individual change request.
Visit the Data and Analytics for Agentforce IT Service Help article to learn how Data 360 and Tableau can help you to get even more insights into your IT service data and processes.
Wrap It Up
In this module, you explored how Change Management provides a unified workflow, helpful automation, and powerful tools for systematically rolling out IT system changes. You explored the change management lifecycle from creation to resolution, learned the steps for configuring your org to use Change Management, and discovered how to monitor your team’s work through a comprehensive dashboard. Go you!
Agentforce IT Service helps your organization better balance innovation and upkeep with system stability, and ensure every improvement is authorized, secure, and reliable. With Change Management, you really can change the tire while the car is still moving.