Use Proactive Assistance Actions on IT Service Records

IT teams use the Proactive Assistance card on an incident or problem or risk page to review actions. They can refresh actions as required.

Available in: Lightning Experience

Available in: Enterprise, and Unlimited Editions with Agentforce IT Service.

User Permissions Needed
To use proactive assistance:	Use Proactive Actions for IT Services Service Planner User

From the App Launcher, find and select Incidents or Problemsor Risk.
Open an incident or problem record.
If the record isn't resolved or closed, the proactive actions component shows all the actions that were triggered when the record was created.
On the record, expand each action section on the Proactive Assistance card.
Review the detailed analysis to understand the insights from the record.
Refresh the agent actions for the latest information on these actions.
- Summarize record
- Propose resolution summary
- Create record root cause summary
- Create service plan
Use the feedback icons to provide feedback on the suggested information for each action.
If there is insufficient data to run a proactive action, the user is notified.

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