---
schema_version: "1"
id: f53fdf6ae9b387747c5a526a24c5bd3cadc0882232a35a6c8f6b90453ee2223d
title: Proactive Actions for IT Services
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_wrk_with_proactasstnc.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_wrk_with_proactasstnc.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 9be641b21241a871f73906877e07f1e05597f79aeead20eb65a42d91783cb6bc
description: 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.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# 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

<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>

**Example of proactive assistance on an incident**

![Expanded Proactive Actions](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_proactive_assistance.png)

- **[Set Up Proactive Assistance for IT Service Records](https://help.salesforce.com/s/articleView?id=service.it_srvcs_proactastnc_setup.htm&release=264.0.0&type=5)**  
    Assign permission sets and configure settings for IT teams to use proactive actions for incidents, problems, and risks.
- **[Proactive Actions for IT Incidents](https://help.salesforce.com/s/articleView?id=service.it_srvcs_proact_actns_incdnts.htm&release=264.0.0&type=5)**  
    Incident fulfillers use proactive actions to automatically triage, investigate, and resolve incidents.
- **[Proactive Actions for IT Problems](https://help.salesforce.com/s/articleView?id=service.it_srvcs_proactactns_problems.htm&release=264.0.0&type=5)**  
    Problem fulfillers use proactive actions to automatically triage, investigate, and resolve problems.
- **[Use Proactive Assistance Actions on IT Service Records](https://help.salesforce.com/s/articleView?id=service.it_srvcs_use_proact_astnc_incdnts.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.it_srvcs_proact_actns_wrkflw_incdnts.htm&release=264.0.0&type=5)**  
    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.