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Before you turn on Proactive Customer Operations in Salesforce Go, set up Incident Management for IT Services. Set up your Configuration Management Database (CMDB), Data Cloud, Agentforce, and Broadcast Communications only for the capabilities that use them.
| Available in: Lightning Experience |
| Available for an additional cost in: Enterprise, Performance, and Unlimited Editions with Service Cloud and Agentforce IT Service. |
Some prerequisites are required for the core Proactive Customer Operations workflow; others are required only if you turn on specific capabilities such as AI-based incident recommendations or broadcast communications.
For the access that each role needs, see Permission Sets for Proactive Customer Operations.
Turn on Incident Management for IT Services before you set up Proactive Customer Operations.
| feature | used by |
|---|---|
| Incident Management for IT Services | Provides the incident records that service reps relate cases to. IT fulfillers also use incident records for impact analysis and broadcast communications. |
Set up these features and integrations only if you use the corresponding capability.
| feature or integration | when to set it up |
|---|---|
| CMDB and Service Graph for IT Services | Set up CMDB and Service Graph if you use affected configuration items to identify the accounts, contacts, and assets impacted by an incident or change request. |
| Data Cloud for Agentforce IT Service | If you want the Service Assistant to provide AI-based incident recommendations. The Service Assistant uses Data Cloud to compare new cases with open incidents. |
| Prerequisites to Set Up Agentforce for IT Services | If reps use AI-based incident recommendations from the Service Assistant or draft broadcast messages with AI. Set up Agentforce before you use those capabilities. |
| Set Up Broadcast Communications | If you notify impacted customers by email from an incident or change request. Sending broadcasts from an incident or change request requires the Enhanced Broadcast Communication add-on with the Incident Management add-on. Set up Broadcast Communications before you send broadcasts. |
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