Use Proactive Assistance to start your investigations. These Agentforce actions run
automatically when an incident or problem is created, which eliminates the need to trigger
actions via Agentforce conversations. Refresh specific insights at any point in a record’s
lifecycle to get the most recent data.
Required Editions
Available in: Lightning Experience
Available in: Enterprise, and Unlimited Editions with Agentforce IT
Service.
What Are Proactive Actions? Agentforce proactive actions are automated background processes that analyze IT tickets as they arrive. By using semantic and historical data modeling, these actions detect patterns and identify solutions from previous records. The actions scan records in real time to provide contextual suggestions and recommendations directly within the workflow before an IT team intervenes. This process automates tasks to increase resolution speed and accuracy.
Proactive Actions for IT Services Use proactive actions to manage tasks during a record lifecycle. When a record is created, proactive actions run in the background to validate attributes, and associate similar records automatically. Proactive Assistance also generates root cause summaries, resolution summaries, and service plans to help mitigate issues.
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