---
schema_version: "1"
id: 08162e7f7c99e47b52db8b5b0e9fa889a9f3f76bdf180c0a551b20d6af3239ea
title: Set Up the Service Assistant for Incident Recommendations
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_sa.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_pco_setup_sa.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 73e9549871700b04509fff7be0a1ebe6c6c51d03f8b48af9b35b33f6296ddeda
description: 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.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# 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

<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%">
        </colgroup>
        <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="d13255e74">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d13255e74 ">To set up the Service Assistant:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d13255e74 ">
              <p>Customize Application</p>
              <p>AND</p>
              <p style="margin-bottom:0;">View Setup and Configuration</p>
            </td>

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

Turn on Proactive Customer Operations before you set up the Service Assistant. See [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.").

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.
    
    Follow the steps in [Set Up Data Cloud for Agentforce IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_data_cloud_setup.htm&release=264.0.0&type=5 "Set up Data 360 for your IT Service business and configure settings that help users work with the IT Service Data Kit.").
2. Deploy the IT Service Data Kit.
    
    Follow the steps in [Install the IT Service Data Kit](https://help.salesforce.com/s/articleView?id=service.it_srvcs_data_cloud_install_data_kit.htm&release=264.0.0&type=5 "A data kit helps you easily package Data 360 components such as data model objects, data streams, and then readily deploy the components in an org of your choice. You can install the data kit package for Agentforce IT Service in your org, deploy the data streams, and activate the search indexes.").
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](https://help.salesforce.com/s/articleView?id=data.c360_a_create_crm_data_stream.htm&type=5&language=en_US).
    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](https://help.salesforce.com/s/articleView?id=data.c360_a_search_index_easy_setup_search_index.htm&type=5&language=en_US).
4. Set up the Service Assistant.
    
    Complete the general setup that applies to both case and messaging. For detailed steps, see [Complete General Setup](https://help.salesforce.com/s/articleView?id=service.sp_setup_basics.htm&type=5&language=en_US).
5. Set up the Service Assistant for incident recommendations.
    
    For detailed steps, see [Set Up Service Assistant for Case](https://help.salesforce.com/s/articleView?id=service.sp_setup_case.htm&type=5&language=en_US), 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](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.").

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.