---
schema_version: "1"
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title: Prerequisites 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_prerequisites.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_pco_prerequisites.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 38e68bea1f50fc7379762a48c3c4b5531c2576161c0b82c83bcb26ebf65410b7
description: Before you turn on Proactive Customer Operations in Salesforce Go, set up Incident Management for IT Services. Set up your Configuration Management Database (CMDB), Data Cloud, Agentforce, and Broadcast Communications only for the capabilities that use them.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Prerequisites for Proactive Customer Operations

Before you turn on Proactive Customer Operations in Salesforce Go, set up Incident Management for IT Services. Set up your Configuration Management Database (CMDB), Data Cloud, Agentforce, and Broadcast Communications only for the capabilities that use them.

### 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>

Some prerequisites are required for the core Proactive Customer Operations workflow; others are required only if you turn on specific capabilities such as AI-based incident recommendations or broadcast communications.

For the access that each role needs, see [Permission Sets for Proactive Customer Operations](https://help.salesforce.com/s/articleView?id=service.it_srvcs_pco_prmsn_licenses.htm&release=264.0.0&type=5 "Assign permission sets based on what each role does. Customer service reps relate cases to incidents, and IT fulfillers review the affected accounts and contacts, update affected configuration items, and notify customers.").

## Required Platform Features

Turn on Incident Management for IT Services before you set up Proactive Customer Operations.

 
| feature | used by |
| --- | --- |
| [Incident Management for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_set_up_incident_management.htm&release=264.0.0&type=5 "Set up Incident Management to provide your service team with effective tools for tracking, investigating, and resolving disruptions affecting large numbers of customers. This prerequisite is essential before you can manage incidents in Agentic IT Service Desk.") | Provides the incident records that service reps relate cases to. IT fulfillers also use incident records for impact analysis and broadcast communications. |

## Capability-Specific Prerequisites

Set up these features and integrations only if you use the corresponding capability.

 
| feature or integration | when to set it up |
| --- | --- |
| [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.") | Set up CMDB and Service Graph if you use affected configuration items to identify the accounts, contacts, and assets impacted by an incident or change request. |
| [Data Cloud for Agentforce IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_data_cloud_setup.htm&release=264.0.0&type=5 "Set up Data 360 for your IT Service business and configure settings that help users work with the IT Service Data Kit.") | If you want the Service Assistant to provide AI-based incident recommendations. The Service Assistant uses Data Cloud to compare new cases with open incidents. |
| [Prerequisites to Set Up Agentforce for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_setup_prereqs.htm&release=264.0.0&type=5 "Complete the required setup tasks before configuring Agentforce for IT Services. Enable Einstein Generative AI and Agentforce, deploy the data kit, Configuration Management Database (CMDB), and manage search indexes.") | If reps use AI-based incident recommendations from the Service Assistant or draft broadcast messages with AI. Set up Agentforce before you use those capabilities. |
| [Set Up Broadcast Communications](https://help.salesforce.com/s/articleView?id=service.it_srvcs_broadcast_comms_setup.htm&release=264.0.0&type=5 "Turn on Broadcast Communications from a guided setup, choose the channels your team can broadcast on, and enable broadcasts for incidents and change requests.") | If you notify impacted customers by email from an incident or change request. Sending broadcasts from an incident or change request requires the Enhanced Broadcast Communication add-on with the Incident Management add-on. Set up Broadcast Communications before you send broadcasts. |