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Work with Proactive Customer Operations

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Work with Proactive Customer Operations

Relate customer cases to the incident that's causing them, review the accounts, contacts, and assets that an incident or planned change affects, and send broadcast communications to keep those customers informed.

Required Editions

Available in: Lightning Experience
Available for an additional cost in: Enterprise, Performance, and Unlimited Editions with Service Cloud and Agentforce IT Service.
  • How Proactive Customer Operations Works
    Proactive Customer Operations connects customer service and IT service when customers report a disruption or IT identifies one first. Relate reported cases to the underlying incident, identify other impacted customers, and send updates without waiting for them to contact support. Use the same customer impact and communication workflow for planned changes.
  • Relate a Case to an Incident with the Service Assistant
    When a case might stem from a known IT incident, review up to three AI-based incident recommendations from the Service Assistant and relate the case to the correct incident. The Service Assistant shows each recommended incident's criticality, status, service-level agreement (SLA), and owner so you can confirm the relationship.
  • Relate a Case to an Incident Manually
    Relate cases that report the same disruption to one incident so customer service and IT teams can work from shared incident information. From the Related Incidents component on a case, create a new incident or add an existing one. Field mapping prefills incident fields when you create an incident from the case.
  • View Customers Impacted by an Incident or Change Request
    Review the accounts, contacts, and assets affected by an incident or change request so you can understand the scope and prioritize your response.
  • Notify Impacted Customers with a Broadcast Communication
    When an incident or change request has impacted accounts and contacts, notify those customers with a broadcast communication so they can receive updates without contacting support.
 
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