---
schema_version: "1"
id: 4fb45b92e5f0b5d1aaa034f5edd55b00c07225e0e85b5f66246a461064a31b09
title: Optimize IT Operations with Priority-Based Proactive Assistance
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/260-0-0/rn_it_service_agentforce_prioritizeproactive.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_it_service_agentforce_prioritizeproactive.htm&release=260&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 5c9f52f19c897e5ec363b3ea538ad85d7daddeb96b5f04070c6e1958771657fd
description: 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.
products:
  - Cross Cloud Packages Solutions
release: "260"
---
# Optimize IT Operations with Priority-Based Proactive Assistance

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.