---
schema_version: "1"
id: 9d59dcb6b329cb25f510c4c5d78338343eddbe8bfd346d058811cb562f8d6d94
title: Set Up Proactive Customer Operations Features
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_parent.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_pco_setup_parent.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 9f8480daee017be2df4c7c6c57152aae11a40103b3bec3fb434f1740f89a69b9
description: Set up Proactive Customer Operations so customer service and IT teams can work service disruptions together. Turn on the feature and set up AI-based incident recommendations with the Service Assistant, then add the components that reps and fulfillers use on the case and incident pages.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Set Up Proactive Customer Operations Features

Set up Proactive Customer Operations so customer service and IT teams can work service disruptions together. Turn on the feature and set up AI-based incident recommendations with the Service Assistant, then add the components that reps and fulfillers use on the case and incident pages.

### 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>

- **[Set Up Proactive Customer Operations](https://help.salesforce.com/s/articleView?id=service.it_srvcs_pco_setup.htm&release=264.0.0&type=5)**  
    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.
- **[Set Up the Service Assistant for Incident Recommendations](https://help.salesforce.com/s/articleView?id=service.it_srvcs_pco_setup_sa.htm&release=264.0.0&type=5)**  
    Set up the Service Assistant to provide AI-based incident recommendations for cases. The Service Assistant uses Data Cloud to compare new cases with open incidents.
- **[Customize Case Page for Proactive Customer Operations](https://help.salesforce.com/s/articleView?id=service.it_srvcs_pco_setup_case_page.htm&release=264.0.0&type=5)**  
    Add the Related Incidents component and the Related Incidents Banner component to the case Lightning record page so that service reps can relate a case to the incident that's causing it, and see at a glance when a case is tied to an active incident.
- **[Customize Incident and Change Request Pages for Proactive Customer Operations](https://help.salesforce.com/s/articleView?id=service.it_srvcs_pco_add_impacted_lists.htm&release=264.0.0&type=5)**  
    Add the Impacted Accounts, Impacted Contacts, and Impacted Assets related lists, and the Impacted Account Count and Linked Case Count fields, to the incident and change request record pages so that IT teams can see the customers a disruption or planned change affects. Complete this one-time setup for both record pages.