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Proactive Actions for IT Incidents
Incident fulfillers use proactive actions to automatically triage, investigate, and resolve incidents.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, and Unlimited Editions with Agentforce IT Service. |
Check Incident Attributes
When an incident is created, the Check Incident Attributes action automatically checks the incident's category, subcategory, urgency, and impact against similar past incidents to suggest corrections by using Data 360. The incident attributes check runs automatically for a new incident. Fulfillers can run this check again at any time during the incident lifecycle by using the Agentforce chat.
For example, a user reports a software login issue. Proactive Assistance detects that the issue matches other VPN problems. Agentforce automatically updates the incident category to VPN and displays a message card summarizing the changes. This automation ensures the ticket routes to the correct team faster.
To learn more about the action, see Check Incident Attributes.
Summarize Incident
When an incident is created, the Summarize Incident action reads an incident's entire history and creates a short summary of its key details. Fulfillers can refresh the summary at any time to include the latest updates.
For example, instead of reading a long and complex incident history, a fulfiller gets key details such as priority, associated knowledge articles, and impacted configuration items. This helps fulfillers understand the problem quickly.
To learn more about the action, see Summarize Incident.
Associate Similar Incidents
When a new incident is created, the Associate Similar Incidents action automatically scans other records. This action uses semantic analysis, Data 360, and finds and links similar incidents to help fulfillers check if the issue is widespread. Fulfillers can run this check again at any time during the incident's lifecycle by using the Agentforce chat.
For example, a user in Texas reports they can't access the shared drive. The ticket is immediately linked to five other similar reports from the same office. The fulfiller instantly knows it's a larger problem and can act on it.
To learn more about the action, see Associate Related Records For Incident.
Propose Resolution Summary
When an incident fulfiller wants to resolve an incident, the Propose Resolution Summary action suggests a fix for the incident by analyzing similar incidents and knowledge articles from the past. If the first suggestion doesn't work, the fulfiller can refresh the summary to get alternative solutions.
For example, a fulfiller gets a Wi-Fi connectivity issue. The first suggestion is to renew the DHCP lease. When that fails, the fulfiller refreshes the card and gets the next suggestion, which is to update the Wi-Fi driver, which solves the problem.
To learn more about the action, see Propose Resolution Summary For Incident.
Create Incident Root Cause Summary
After an incident is resolved, the Create Incident Root Cause Summary action analyzes an incident and its related records to generate a root-cause summary. Fulfillers can refresh the incident root cause summary at any time to include information from newly linked records in the analysis.
For example, for a major incident, the initial root-cause summary is inconclusive. A fulfiller then links a change request related to a database update to the incident. After refreshing the summary, the analysis identifies the failed database patch from the change record as the root cause.
To learn more about the action, see Create Incident Root Cause Summary.
Create Service Plan
If an incident requires a series of specific tasks, the Create Service Plan action creates a step-by-step task plan for your incident. Fulfillers find the service plan in the Service Assistant component. If incident details change, fulfillers refresh this action to generate a revised plan.
For example, in an onboarding plan for a new employee, the hiring manager adds a request for special software. When fulfiller refreshes the Create Service Plan action, the onboarding plan is updated to include a new task to install the software.
To learn more about the create service plan action, see Work with Service Assistant for IT Incident Resolution.