Turn on Proactive Customer Operations in Salesforce Go. Choose how impacted customers are notified when an incident's status changes. To prefill the incident creation form from the case, map incident fields to case fields.
Required Editions
| Available in: Lightning Experience |
| Available for an additional cost in: Enterprise, Performance, and Unlimited Editions with Service Cloud and Agentforce IT Service. |
| User Permissions Needed | |
|---|---|
| To set up Proactive Customer Operations: |
Customize Application AND View Setup and Configuration |
Before you turn on Proactive Customer Operations, complete the Prerequisites for Proactive Customer Operations. Set up your Configuration Management Database (CMDB), Data Cloud, Agentforce, and Broadcast Communications only for the capabilities that use them.
- From the Salesforce Go page, on the Features tab, search for Proactive Customer Operations.
- On Proactive Customer Operations, click Set Up.
- Turn on Proactive Customer Operations.
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In the Set Up the Basics section, under Set Up Notification
for Incident Updates, set up how impacted customers are notified.
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For Configure Preferred Notification Channels, click Go to
Feature Page.
Choose the notification channels used to alert impacted customers when an incident status changes.
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Turn on Automatic Incident Notifications.
When automatic incident notifications are enabled, Salesforce sends incident-update notifications to all contacts associated with each impacted account.
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For Configure Preferred Notification Channels, click Go to
Feature Page.
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To map incident fields to case fields, click Go to Setup next to
Map Incident Fields to Case.
Field mapping prefills the incident creation form with values from the case. For the steps, see Configure Field Mappings for IT Services.