---
schema_version: "1"
id: 1017be73cd842c42ef37ba09db32c9a807a0dbf8ff37608b5be56e08ae5482f8
title: Service Assistant 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_servsasstnt_parent.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_servsasstnt_parent.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: b12055594d19ee93ec272d36d473996611ce8f354e78717b18e7228ab303da36
description: As an incident fulfiller, use the Service Assistant on an incident record to resolve incidents. Agentforce analyzes incident details, historical data, and knowledge articles to summarize the issue and generate a step-by-step service plan. These plans include embedded quick actions to perform tasks, such as sending email or updating records, directly within a workflow step.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Service Assistant for IT Services

As an incident fulfiller, use the Service Assistant on an incident record to resolve incidents. Agentforce analyzes incident details, historical data, and knowledge articles to summarize the issue and generate a step-by-step service plan. These plans include embedded quick actions to perform tasks, such as sending email or updating records, directly within a workflow step.

### 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>

![IT Service Assistant for Incident](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_service_assistant.png)

- **[Permission Sets for Service Assistance for IT Incidents](https://help.salesforce.com/s/articleView?id=service.it_srvcs_servsasstnt_permset.htm&release=264.0.0&type=5)**  
    Assign permission sets so that IT support reps can draft detailed service plans that help them triage and resolve incidents.
- **[Set Up Service Assistant for Incidents](https://help.salesforce.com/s/articleView?id=service.it_srvcs_servsasstnt_setup.htm&release=264.0.0&type=5)**  
    Configure settings for your IT team to use service plans for incidents.
- **[Work with Service Assistant for IT Incident Resolution](https://help.salesforce.com/s/articleView?id=service.it_srvcs_use_srvs_astnt_incdnts.htm&release=264.0.0&type=5)**  
    Use Service Assistant to resolve incidents quickly with AI-generated, step-by-step service plans. These plans improve team collaboration by incorporating new information when the incident is updated. These plans use a built-in feedback loop to continuously improve over time.
- **[Use Quick Actions in Service Plan](https://help.salesforce.com/s/articleView?id=service.it_srvcs_servsasstnt_use_quickactns.htm&release=264.0.0&type=5)**  
    Use quick actions to perform tasks directly from the steps of a service plan. IT teams can select actions, such as Send Email or Update Record, to complete tasks without navigating away from the incident record. IT teams can stay in the context of an incident while completing the workflow.