Automatically trigger AI actions when a Problem record is created and eliminate the need for IT support reps to converse with Agentforce or manually perform actions. Use proactive assistance to summarize the problem, validate status and impact, identify and associate similar problems, and get proposed root cause and resolution summaries. By delivering customized service plans and recommended tasks for a problem, proactive actions help IT support reps spend less time on administration and more on root cause resolution.
Where: This change applies to Lightning Experience in Enterprise, Performance, and Unlimited editions with Agentforce IT Service when Proactive Assistance for Problems is enabled.
Who:Users need the Proactive Assistance for IT Services permission set to use the proactive actions on problems.