---
schema_version: "1"
id: d0696ca6d02beeccfc91d5feb929847b1fd281c7ae00428c83829e61651e57f6
title: Set Up 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_setup.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_pco_setup.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: bae1cfbc06dade0106cac36b5d55c2bdbfd4c58db8608a970f2e698a6fd67e8a
description: 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.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Set Up Proactive Customer Operations

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

<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">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
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        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d102203e74">User Permissions Needed</th>
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        <tbody>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d102203e74 ">To set up Proactive Customer Operations:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d102203e74 ">
              <p>Customize Application</p>
              <p>AND</p>
              <p style="margin-bottom:0;">View Setup and Configuration</p>
            </td>

          </tr>
        </tbody>
      </table>

Before you turn on Proactive Customer Operations, complete the [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."). Set up your Configuration Management Database (CMDB), Data Cloud, Agentforce, and Broadcast Communications only for the capabilities that use them.

1. From the Salesforce Go page, on the Features tab, search for Proactive Customer Operations.
2. On Proactive Customer Operations, click **Set Up**.
3. Turn on **Proactive Customer Operations**.
4. In the **Set Up the Basics** section, under **Set Up Notification for Incident Updates**, set up how impacted customers are notified.
    1. For **Configure Preferred Notification Channels**, click **Go to Feature Page**.
        
        Choose the notification channels used to alert impacted customers when an incident status changes.
    2. Turn on **Automatic Incident Notifications**.
        
        When automatic incident notifications are enabled, Salesforce sends incident-update notifications to all contacts associated with each impacted account.
5. 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](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.").