Admins can now configure proactive assistance to trigger actions only on specific priority levels for incidents and problems. By limiting automated actions to specific records, ensure that your AI resources are focused on high-impact issues. Consequently, IT teams get a data-driven head start on critical issues, and avoid unnecessary processing of low-severity tickets.
Where: This change applies to Lightning Experience in Enterprise, Performance, and Unlimited editions with Agentforce IT Service when Proactive Assistance for Incidents is enabled.
Who:Users need the Proactive Assistance for IT Services permission set to use the proactive actions on incidents.