---
schema_version: "1"
id: cfec9da9f89b25ebf0bdd785b9a539f9f624df202ed70d4c5d53730f9e150eb7
title: Set Up Proactive Assistance for IT Service Records
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_proactastnc_setup.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_proactastnc_setup.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 2016b04675ab43669549461af863afdc5e779f98e7be24a06c5d1c12bf8d0346
description: Assign permission sets and configure settings for IT teams to use proactive actions for incidents, problems, and risks.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# 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

<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>

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

1. [Enable Einstein](https://help.salesforce.com/s/articleView?id=ai.generative_ai_enable.htm&type=5&language=en_US).
2. [Enable Agentforce](https://help.salesforce.com/s/articleView?id=ai.agent_setup_enable.htm&type=5&language=en_US).
3. 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.
4. 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](https://help.salesforce.com/s/articleView?id=service.it_srvcs_proact_actns_incdnts.htm&type=5&language=en_US).
    4. To configure the service assistant, follow these [Set Up Service Assistant for Incidents](https://help.salesforce.com/s/articleView?id=service.it_srvcs_servsasstnt_setup.htm&type=5&language=en_US).
5. 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](https://help.salesforce.com/s/articleView?id=service.it_srvcs_proactactns_problems.htm&type=5&language=en_US).
6. 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.