Set Up Proactive Assistance for IT Service Records

Assign permission sets and configure settings for IT teams to use proactive actions for incidents, problems, and risks.

Required Editions

Available in: Lightning Experience

Available in: Enterprise, and Unlimited Editions with Agentforce IT Service.

User Role	Required Permission Sets
To set up proactive assistance:	View Setup and Configuration

Enable Einstein.
Enable Agentforce.
Set up Data 360 for proactive assistance.
1. Deploy the data kit.
2. Review the search index for incidents.
3. Review the search index for problems.
4. Create a knowledge index.
Enable Proactive Assistance for incidents.
1. From Setup, in Quick Find box, find and select Proactive Assistance.
2. Turn on Proactive Assistance for Incidents.
3. Turn on the proactive actions based on your business needs.
  To learn each action's function, see Proactive Assistance for Incidents.
4. To configure the service assistant, follow these Set Up Service Assistant for Incidents.
Enable Proactive Assistance for problems.
1. From Setup, in the Quick Find box, find and select Proactive Assistance.
2. Turn on Proactive Assistance for Problems.
3. Turn on the proactive actions based on your business needs.
  To learn each action's function, see Proactive Actions for IT Problems.
To enable and filter proactive actions for specific IT service records, follow these steps:
1. From Setup, in the Quick Find box, find and select Proactive Assistance.
2. Turn on Proactive Assistance for Incidents or Proactive Assistance for Problems.
3. Under Incident Proactive Actions Priority Filter or Problem Proactive Actions Priority Filter, select the priorities for which you want to enable proactive actions. This list is dynamic and reflects the priorities defined in your organization:
  - All: Enables actions for every record regardless of priority.
  - Critical Priority
  - High Priority
  - Moderate Priority
  - Low Priority
Changes are saved automatically when you select or clear a checkbox.