---
schema_version: "1"
id: df364d86c5b6a93ce2bad18c18c6850a64c5cd41330cff298113c931dde6838b
title: Permission Sets 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_prmsn_licenses.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_pco_prmsn_licenses.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: f2c86a6b97ec112e455a6cbab81e3c2e9c635637ebdd54142a05fcd071a4bc56
description: 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.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Permission Sets for Proactive Customer Operations

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 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>

Proactive Customer Operations Permission Sets   
| Permission Set Name | What's Included | Who Needs It |
| --- | --- | --- |
| IT Fulfiller permission set | Create an incident from a case, and add or remove related cases from either record. Review an incident with its impacted accounts, contacts, and assets, and update affected configuration items to refresh the impacted customer list. | IT fulfillers, and the customer service reps who relate cases to incidents. |
| Broadcast Communication Sender permission set license | Access to send broadcast communications to impacted customers from an incident or change request. | IT fulfillers who notify impacted customers. |

The Service Assistant needs Data Cloud and Agentforce. To set up those features, see [Prerequisites for Proactive Customer Operations](https://help.salesforce.com/s/articleView?id=service.it_srvcs_pco_prerequisites.htm&release=264.0.0&type=5 "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.").