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Set Up Proactive Customer Operations Features

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Set Up Proactive Customer Operations Features

Set up Proactive Customer Operations so customer service and IT teams can work service disruptions together. Turn on the feature and set up AI-based incident recommendations with the Service Assistant, then add the components that reps and fulfillers use on the case and incident pages.

Required Editions

Available in: Lightning Experience
Available for an additional cost in: Enterprise, Performance, and Unlimited Editions with Service Cloud and Agentforce IT Service.
  • Set Up Proactive Customer Operations
    Turn on Proactive Customer Operations in Salesforce Go. Choose how impacted customers are notified when an incident's status changes. To prefill the incident creation form from the case, map incident fields to case fields.
  • Set Up the Service Assistant for Incident Recommendations
    Set up the Service Assistant to provide AI-based incident recommendations for cases. The Service Assistant uses Data Cloud to compare new cases with open incidents.
  • Customize Case Page for Proactive Customer Operations
    Add the Related Incidents component and the Related Incidents Banner component to the case Lightning record page so that service reps can relate a case to the incident that's causing it, and see at a glance when a case is tied to an active incident.
  • Customize Incident and Change Request Pages for Proactive Customer Operations
    Add the Impacted Accounts, Impacted Contacts, and Impacted Assets related lists, and the Impacted Account Count and Linked Case Count fields, to the incident and change request record pages so that IT teams can see the customers a disruption or planned change affects. Complete this one-time setup for both record pages.
 
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