---
schema_version: "1"
id: c5c4c208c9a5526cd25437f8bb84bde5768aa6dc38ef358b2e61119d38deb962
title: Proactive Assistance for IT Services
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_proactastnc_parent.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_proactastnc_parent.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 9074185ce9279f02b52f1e2c782985a5aedcc6c2e013ae61c4d69e14e3484598
description: Use Proactive Assistance to start your investigations. These Agentforce actions run automatically when an incident or problem is created, which eliminates the need to trigger actions via Agentforce conversations. Refresh specific insights at any point in a record’s lifecycle to get the most recent data.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Proactive Assistance for IT Services

Use Proactive Assistance to start your investigations. These Agentforce actions run automatically when an incident or problem is created, which eliminates the need to trigger actions via Agentforce conversations. Refresh specific insights at any point in a record’s lifecycle to get the most recent data.

### 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 in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table>

- **[What Are Proactive Actions?](https://help.salesforce.com/s/articleView?id=service.it_srvcs_whatare_proactactns.htm&release=264.0.0&type=5)**  
    Agentforce proactive actions are automated background processes that analyze IT tickets as they arrive. By using semantic and historical data modeling, these actions detect patterns and identify solutions from previous records. The actions scan records in real time to provide contextual suggestions and recommendations directly within the workflow before an IT team intervenes. This process automates tasks to increase resolution speed and accuracy.
- **[Proactive Actions for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_wrk_with_proactasstnc.htm&release=264.0.0&type=5)**  
    Use proactive actions to manage tasks during a record lifecycle. When a record is created, proactive actions run in the background to validate attributes, and associate similar records automatically. Proactive Assistance also generates root cause summaries, resolution summaries, and service plans to help mitigate issues.
- **[Proactive Actions for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_proact_actns_itrisk.htm&release=264.0.0&type=5)**  
    IT risk managers use proactive actions to analyze, prioritize, and mitigate risks.