---
schema_version: "1"
id: d5c73d673d9c03ba56f5323c343f8049c13f3295bb2c2fc43966f2fd4abecacf
title: Set Up Service Assistant for 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_setup.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_servsasstnt_setup.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 185213991502376ad9a7a42ada28604196d75b60b2816780c61f857727fdef5b
description: Configure settings for your IT team to use service plans for incidents.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Set Up Service Assistant for Incidents

Configure settings for your IT team to use service plans for 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>, <strong>Performance</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:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d29892e72">User Role</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d29892e75">Required Permission Sets</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Role" class="slds-cell-wrap" style="vertical-align:top;" headers="d29892e72 ">To set up service assistant:</td>

            <td data-label="Required Permission Sets" class="slds-cell-wrap" style="vertical-align:top;" headers="d29892e75 ">
              <ul>
                <li>Service Planner Builder</li>

                <li>Data Cloud Architect</li>

                <li>Agentforce Default Admin</li>

              </ul>
            </td>

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

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](https://help.salesforce.com/s/articleView?id=data.c360_a_set_up.htm&type=5&language=en_US).
    
    The effectiveness of your service plans depends on how your topics and knowledge articles are written and structured.
4. To make sure IT teams can use proactive AI actions for managing key tasks during an incident's lifecycle, turn on Create Service Plan for Incident.
    1. From Setup, in the Quick Find box, enter Proactive Assistance, and then select **Proactive Assistance**.
    2. Turn on Create Service Plan for Incident.
    3. Click **Setup**.
        
        You are redirected to the Agentforce Agents page.
5. To create an agent from the Agentforce ITSM Service Assistant template, click **\+ New Agent**.
    
    See [Create an Agent from a Template](https://help.salesforce.com/s/articleView?id=ai.service_agent_setup.htm&type=5&language=en_US).
6. To enable Quick Actions for incidents, administrators must configure the Agentforce ITSM Service Assistant settings.
    1. From Setup, in the Quick Find box, enter Agentforce Agents, and then select **Agentforce ITSM Service Assistant**.
    2. Select **Open in Builder**.
    3. Select **Quick Action**.
    4. Turn on Quick Actions.
        
        IT teams can use key actions directly from a service plan step.
7. To assign quick actions to the service plan, follow these steps:
    1. Select the quick action you want to assign to a service plan topic.
    2. From the dropdown, click **Manage**.
    3. Click **Edit**.
    4. In the Instructions box, enter a description of the conditions under which the button appears.
        
        For example: Display this quick action for any step that involves notifying, updating, or communicating with the user.
    5. In the Assigned Topics box, search for and select the relevant issue topics, such as **Laptop Screen Repair** or **Slack Issues**.
        
        The quick action appears only in service plans related to the assigned topics.
    6. Click **Save**, and then click **Activate** to publish the changes.
8. Set up the Service Assistant component.
    
    After you complete all the steps on the Setup page, add the Service Assistant to the Incident Record Lightning page so the incident fulfillers can use it.
    
    1. From the App Launcher, find and select **Incidents**.
    2. From the Incidents page, open an Incident record.
    3. From the record page, click Setup, and then select **Edit Page**.
    4. From the Incident Record page, in the Lightning App Builder, select the main component of the page.
    5. From the Tab menu, click **Add Tab**.
        
        The Details component is automatically added as a tab for the main component of the Incident record page.
    6. From the main component of the page, select the **Details** tab, and then move the preexisting details tab into the space labeled Add Component(s) Here.
    7. From the Components menu, search for and select **Service Assistant**.
    8. Add the Service Assistant component in place of the details component.
    9. Save your work and then activate the page.
    10. From the Activation window, in the Org Default tab, select **Assign as Org Default** and then click **Close**.