---
schema_version: "1"
id: edaeb01af5facc088b1d008f2a687e16716b2fd4d70e3580024478f8bc225626
title: Customize Incident and Change Request Pages for Proactive Customer Operations
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_pco_add_impacted_lists.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_pco_add_impacted_lists.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 84941ec57829efe904157db41f268416fec2cb1273feadcdfe22a9120a36cc0c
description: Add the Impacted Accounts, Impacted Contacts, and Impacted Assets related lists, and the Impacted Account Count and Linked Case Count fields, to the incident and change request record pages so that IT teams can see the customers a disruption or planned change affects. Complete this one-time setup for both record pages.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Customize Incident and Change Request Pages for Proactive Customer Operations

Add the Impacted Accounts, Impacted Contacts, and Impacted Assets related lists, and the Impacted Account Count and Linked Case Count fields, to the incident and change request record pages so that IT teams can see the customers a disruption or planned change affects. Complete this one-time setup for both record pages.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available for an additional cost in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Service Cloud and Agentforce IT Service.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d96565e74">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d96565e74 ">To edit a Lightning record page and customize page layouts:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d96565e74 ">Customize Application</td>

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Impact analysis populates these lists. Impacted assets require a Configuration Management Database (CMDB). To set up your CMDB, see [Provision CMDB and Service Graph for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_provisioning.htm&release=264.0.0&type=5 "Provision CMDB and Servicegraph to create the required CMDB environment and prepare your org for configuration. Provisioning creates a dedicated CMDB tenant and enables the required licenses, and services. Complete provisioning before configuring CMDB in Salesforce Go. Manual provisioning gives visibility into provisioning status and provides a clear recovery path if a previous attempt failed.").

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png)

Note The **Impacted Accounts**, **Impacted Contacts**, and **Impacted Assets** related lists, and the **Impacted Account Count** and **Linked Case Count** fields, are automatically available on the incident and change request pages in all orgs created after the Winter '27 release.

You add these lists and fields in two places. Add the **Impacted Contacts Related List** component to the Lightning record page in the Lightning App Builder. Add the Impacted Accounts and Impacted Assets related lists and the count fields to the page layout in Object Manager. For how to open and edit a Lightning record page, see [Customize Lightning Pages for Lightning Console Apps](https://help.salesforce.com/s/articleView?id=service.console_lex_custom_pages.htm&type=5&language=en_US).

1. Open an incident record, and from the Setup menu, select **Edit Page**.
2. In the Lightning App Builder, add the **Impacted Contacts Related List** component to the tab that holds the related lists.
    1. Switch to the Related Lists tab.
    2. From the left panel, drag the **Impacted Contacts Related List** component onto the Related list tab area, where you want IT teams to review the contacts an incident affects.
3. Click **Save**, and then activate the page.
4. Add the Impacted Accounts and Impacted Assets related lists and the count fields to the incident page layout.
    1. From Setup, go to Object Manager.
    2. Search for and select **Incident**.
    3. Click **Page Layouts**, and select the page layout.
    4. In the palette, select **Related Lists**, and then drag **Impacted Accounts** and **Impacted Assets** to the Related Lists section.
    5. In the palette, select **Fields**, and then drag **Impacted Account Count** and **Linked Case Count** to the page.
    6. Save your changes.
5. Repeat these steps for the change request record page.
    
    Impact analysis and the impacted accounts, contacts, and assets work the same for a planned change request as for an incident. For a Change Request, you cannot add a Linked Case Count field.