Proactively Identify and Communicate Customer Issues by Connecting Your Customer Service and IT Service

Connect IT Service Management and Customer Service Management to close the visibility gap between customer service and IT teams with Proactive Customer Operations. Give your service reps the information they need to handle customer-impacting incidents and planned changes before customers report them. Link customer cases to the underlying incident with AI-powered suggestions from the Service Assistant, and for any incident or change request, automatically identify impacted accounts, assets, and customers using Configuration Management Database (CMDB) data. Keep your customers informed with broadcast updates, cutting inbound ticket volume and shifting support from reactive break-fix to proactive engagement.

Where: This change applies to Lightning Experience in Enterprise, Performance, and Unlimited editions with Agentforce IT Service.

Why: When one infrastructure issue spawns dozens of customer cases, teams waste effort troubleshooting the same root cause in isolation, and customers get inconsistent updates. Proactive Service Operations gives both teams shared, real-time context. AI suggestions connect related cases to the right incident, and a single broadcast keeps every impacted customer informed, so your teams resolve the issue once and communicate with one consistent voice.

How: Customer service reps link incidents from a case using Service Assistant suggestions or the Related Incidents component. On an incident or change request, incident fulfillers add a configuration item from the CMDB to surface impacted customers and send broadcast communications.