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Set Up the Service Assistant for Incident Recommendations

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.

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 the Service Assistant:

Customize Application

AND

View Setup and Configuration

Turn on Proactive Customer Operations before you set up the Service Assistant. See Set Up Proactive Customer Operations.

Complete this task only if you want the Service Assistant to provide AI-based incident recommendations. Skip it if your reps relate cases to incidents manually only.

  1. Set up Data Cloud.
  2. Deploy the IT Service Data Kit.
    Follow the steps in Install the IT Service Data Kit.
  3. Create the data stream and search indexes that the Service Assistant uses to recommend incidents for cases.
    1. In Data Cloud, create a data stream for the Case Related Issue object.
      For detailed steps, see Create a Salesforce CRM Data Stream.
    2. Create search indexes for the Incident, Case, and Case Related Issue objects.
      Use the Easy Setup option for each object. For detailed steps, see Create a Search Index Configuration with Easy Setup.
  4. Set up the Service Assistant.
    Complete the general setup that applies to both case and messaging. For detailed steps, see Complete General Setup.
  5. Set up the Service Assistant for incident recommendations.
    For detailed steps, see Set Up Service Assistant for Case, and complete its Set Up the Service Assistant Component subtask to add the Service Assistant component, where reps review and accept AI-based incident recommendations. To let reps also relate cases manually, add the Related Incidents component. See Customize Case Page for Proactive Customer Operations.

The Service Assistant can analyze new cases and recommend up to three active incidents.

After an incident is ingested into Data Cloud, it can take up to 20 minutes for the Service Assistant to include it in incident recommendations.