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Proactive Actions for IT Problems
Problem fulfillers use proactive actions to automatically triage, investigate, and resolve problems.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, and Unlimited Editions with Agentforce IT Service. |
Check Problem Attributes
When a problem is created, the Check Problem Attributes action automatically checks the problem’s category, subcategory, urgency, and impact against similar past problems to suggest corrections by using Data Cloud. The problem attributes check runs automatically for a new problem. The IT team can run this check again at any time during the problem lifecycle by using the Agentforce chat.
For example, when an IT team creates a problem record for recurring connectivity issues. Proactive Assistance automatically compares the entry against historical data. If the metadata matches a known database connection timeout pattern, Agentforce automatically updates the category from Network to Database Authentication. A message card then appears to show the changes that were made, ensuring the record is routed to the correct engineering team immediately for root cause analysis.
To learn more about the action, see Check Problem Attributes.
Summarize Problem
When a problem is created, the Summarize Problem action reads a problem’s entire history and creates a short summary of its key details. IT team can refresh the summary at any time to include the latest updates.
For example, instead of reading a long and complex problem history, an IT team gets key details such as priority, associated knowledge articles, and impacted configuration items. This helps IT team understand the problem quickly.
To learn more about the action, see Summarize Problem.
Associate Similar Problems to Problem
When a new problem is created, the Associate Similar Problems to Problem action automatically scans other records. The action uses semantic analysis, Data Cloud, and finds and links similar problems to help IT team check if the issue is widespread. IT team can run this check again at any time during the problem’s lifecycle by using the Agentforce chat.
For example, when an IT team creates a problem record to investigate a series of application crashes, Proactive Assistance automatically scans the system for related records. If it identifies multiple open problem records regarding the same software version or server cluster, the system automatically links them. IT teams can identify a widespread architectural flaw rather than treating each record as an isolated issue, ensuring a coordinated root cause investigation.
To learn more about the action, see Associate Related Records for Problem.
Propose Resolution Summary
When an IT team wants to resolve a problem, the Propose Resolution Summary for problem action suggests a fix for the problem by analyzing similar problems and knowledge articles from the past. If the first suggestion doesn't work, the IT team can refresh the summary to get alternative solutions.
For example, when a problem fulfiller investigates a recurring server time-out, Proactive Assistance analyzes historical problem records and knowledge articles to suggest a permanent fix. The first recommendation is to adjust the connection pooling settings. When that fails to resolve the issue, the IT team refreshes the summary card to receive an alternative solution, which is to update a specific firmware patch, which solves the problem.
To learn more about the action, see Propose Resolution Summary for Problem.
Create Problem Root Cause Summary
After a problem is resolved, the Create Problem Root Cause Summary action analyzes a problem and its related records to generate a root cause summary. IT team can refresh the problem root cause summary at any time to include information from newly linked records in the analysis.
For example, After fixing a recurring email outage, a specialist uses Proactive Assistance to summarize exactly what went wrong. Initially, the summary only shows server error. However, once the specialist links a recent security update record to the problem and refreshes the summary, the AI identifies that a specific line of code in that update blocked the email traffic. This provides the team with a clear, documented reason for the failure.
To learn more about the action, see Create Problem Root Cause Summary.
