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Assign permission sets based on what each role does. Customer service reps relate cases to incidents, and IT fulfillers review the affected accounts and contacts, update affected configuration items, and notify customers.
| Available in: Lightning Experience |
| Available for an additional cost in: Enterprise, Performance, and Unlimited Editions with Service Cloud and Agentforce IT Service. |
| Permission Set Name | What's Included | Who Needs It |
|---|---|---|
| IT Fulfiller permission set | Create an incident from a case, and add or remove related cases from either record. Review an incident with its impacted accounts, contacts, and assets, and update affected configuration items to refresh the impacted customer list. | IT fulfillers, and the customer service reps who relate cases to incidents. |
| Broadcast Communication Sender permission set license | Access to send broadcast communications to impacted customers from an incident or change request. | IT fulfillers who notify impacted customers. |
The Service Assistant needs Data Cloud and Agentforce. To set up those features, see Prerequisites for Proactive Customer Operations.
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