Agentforce proactive actions are automated background processes that analyze IT tickets
as they arrive. By using semantic and historical data modeling, these actions detect patterns
and identify solutions from previous records. The actions scan records in real time to provide
contextual suggestions and recommendations directly within the workflow before an IT team
intervenes. This process automates tasks to increase resolution speed and accuracy.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, and Unlimited Editions with Agentforce IT
Service. |
Key Benefits:
Proactive actions shift the IT service management
workflow from reactive to predictive, significantly reducing mean time to resolution
(MTTR).
Here are the key benefits of proactive actions:
- Identify major issues faster by automatically linking related incidents (for example,
detecting a widespread outage from multiple individual tickets).
- Improve data quality by validating and correcting incident attributes such as category
and priority based on historical data.
- Accelerate resolution by proactively suggesting proven solutions used in similar records
in the past.
- Reduce manual effort by autogenerating summaries, root cause analyses, and complex
service plans.
