---
schema_version: "1"
id: 4942b0e52c45e69382569e9f60a7f304f2a3bcd4e5e87e5cfbf0e2031081c228
title: What Are Proactive Actions?
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_whatare_proactactns.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_whatare_proactactns.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 448373b0be967191e1abc9455350892636ab44ed80212f5ec6b95f187a2478dc
description: 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.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# What Are Proactive Actions?

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

<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>

## 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.