---
schema_version: "1"
id: d5fe292a6549b6c50e8d50a1e6ad0db3bd6510726d33b5d6accecf0705aabd59
title: Permission Sets for Service Assistance for IT Incidents
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_servsasstnt_permset.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_servsasstnt_permset.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 9cd0738038c3c2f9f78860bd708b46672ba78f4cca7eef3ba435d82c150b956a
description: Assign permission sets so that IT support reps can draft detailed service plans that help them triage and resolve incidents.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Permission Sets for Service Assistance for IT Incidents

Assign permission sets so that IT support reps can draft detailed service plans that help them triage and resolve 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 in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:33.33333333333333%">
        <col style="width:33.33333333333333%">
        <col style="width:33.33333333333333%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d124279e71">Role</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d124279e74">User Permissions Needed</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d124279e77">Tasks</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="Role" class="slds-cell-wrap" style="vertical-align:top;" headers="d124279e71 ">Admin</td>

          <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d124279e74 ">
            <ul>
              <li>Service Planner Builder</li>

              <li>Data Cloud Architect</li>

              <li>Agentforce Default Admin</li>

              <li>Use Proactive Actions for IT Services</li>

              <li>Incident Fulfiller</li>

            </ul>
          </td>

          <td data-label="Tasks" class="slds-cell-wrap" style="vertical-align:top;" headers="d124279e77 ">Creates a service assistant using the Agentforce ITSM Service Assistant template and
            adds the Service Assistant component to an Incident record page layout.</td>

        </tr>
        <tr class="">
          <td data-label="Role" class="slds-cell-wrap" style="vertical-align:top;" headers="d124279e71 ">IT Fulfiller</td>

          <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d124279e74 ">
            <ul>
              <li>Service Planner User</li>

              <li>Access Agentforce Default Agent</li>

            </ul>
          </td>

          <td data-label="Tasks" class="slds-cell-wrap" style="vertical-align:top;" headers="d124279e77 ">Uses the Service Assistant on an incident from investigation to resolution to get
            step-by-step plan of action.</td>

        </tr>
        <tr class="">
          <td data-label="Role" class="slds-cell-wrap" style="vertical-align:top;" headers="d124279e71 ">Employee</td>

          <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d124279e74 ">Service Planner User</td>

          <td data-label="Tasks" class="slds-cell-wrap" style="vertical-align:top;" headers="d124279e77 ">Assign the servicePlanner user a custom permission that includes Read, View All fields,
            and View All records for the Incident object.</td>

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