Proactive Actions for IT Services

Use proactive actions to manage tasks during a record lifecycle. When a record is created, proactive actions run in the background to validate attributes, and associate similar records automatically. Proactive Assistance also generates root cause summaries, resolution summaries, and service plans to help mitigate issues.

Required Editions

Available in: Lightning Experience

Available in: Enterprise, and Unlimited Editions with Agentforce IT Service.

Example of proactive assistance on an incident

• Set Up Proactive Assistance for IT Service Records
  Assign permission sets and configure settings for IT teams to use proactive actions for incidents, problems, and risks.
• Proactive Actions for IT Incidents
  Incident fulfillers use proactive actions to automatically triage, investigate, and resolve incidents.
• Proactive Actions for IT Problems
  Problem fulfillers use proactive actions to automatically triage, investigate, and resolve problems.
• Use Proactive Assistance Actions on IT Service Records
  IT teams use the Proactive Assistance card on an incident or problem or risk page to review actions. They can refresh actions as required.
• Proactive Assistance Workflow for IT Service Records
  Review how IT teams use proactive actions to triage, analyze, and resolve issues. This workflow automates stages of the service management process, including service restoration for incidents and root cause identification for problems.