---
schema_version: "1"
id: 010f7121ce7ff3256ac84558e8ba0d9878408b16653c541e06f7bce3156036b8
title: Relate a Case to an Incident with the Service Assistant
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_pco_relate_case_ai.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_pco_relate_case_ai.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 585ab8b89db4e40fb376508231b837f780d858eb783951a392f5fd2c47f2632e
description: When a case might stem from a known IT incident, review up to three AI-based incident recommendations from the Service Assistant and relate the case to the correct incident. The Service Assistant shows each recommended incident's criticality, status, service-level agreement (SLA), and owner so you can confirm the relationship.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Relate a Case to an Incident with the Service Assistant

When a case might stem from a known IT incident, review up to three AI-based incident recommendations from the Service Assistant and relate the case to the correct incident. The Service Assistant shows each recommended incident's criticality, status, service-level agreement (SLA), and owner so you can confirm the relationship.

### 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:center;vertical-align:top;" id="d112554e74">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d112554e74 ">To relate a case to an incident with the Service Assistant:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d112554e74 ">IT Fulfiller permission set</td>

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In the **Service Assistant** component on the case record, the Service Assistant analyzes the case and recommends up to three active incidents, ranked by relevance. You decide whether a recommendation is correct, so the Service Assistant never relates a case on its own.

1. Open the case that might be related to an active incident.
2. In the **Service Assistant** component, review up to three recommended incidents, including each incident's number, criticality, status, SLA, and owner.
    
    To read the full context for an incident, expand its summary.
3. If one of the recommended incidents is correct, on its recommendation, click **Assign to Incident**.
    
    The case is related to the incident, and the incident's status, SLA, and summary appear on the case. The incident's linked-case count increases.
4. If none of the recommendations is correct, relate the case another way.
    1. To open a new incident that's prefilled from the case, select **Create new incident**.
        
        Field mapping prefills fields from the case. Your admin sets which fields map. See [Configure Field Mappings for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_field_mapping.htm&release=264.0.0&type=5 "Control how fields are populated and displayed when you create related IT service records.").
    2. To choose an incident yourself, select **See all active incidents** and relate the case from the list.