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Service Assistant Capabilities
Extend Service Assistant with optional capabilities that give service reps more resolution assistance beyond the service plan.
Required Editions
| View supported editions. |
Service Assistant supports these capabilities, each of which surfaces in the component and is available for cases, messaging sessions, or both.
| Capability | Description | Supported in |
|---|---|---|
| Agent Chat | Gives service reps another way to chat directly with Service Assistant to ask questions, run actions, and look up knowledge information. | Case and Messaging |
| Case Catch-Up & Insights | Summarizes the account related to the case, the engagement activity, the case health score, and customer sentiment, shown as a card above the service plan. | Case |
| Service Replies | Suggests chat replies for the messaging session within the Service Assistant component. There are no operational differences from the general setup and use of Service Replies. | Messaging |
The Service Assistant component is the surface that exposes these capabilities on the record page. Capabilities are optional, and each one has its own setup steps and permission requirements, so you choose which ones to set up to tailor the experience to your business needs. Review each capability's reference guide to learn its operational and setup details.
To use the capabilities in Service Assistant, you don't need to complete the general Service Assistant setup, including creating an agent. The only requirements are that you turn on Service Assistant for Case or Messaging from the respective object tab of the Service Assistant Setup page and then add the Service Assistant component to the record page.
- Agent Chat for Service Assistant
Agent chat gives service reps a conversational way to ask Service Assistant questions, look up knowledge, and run actions in the Service Assistant component as they work on a record. - Case Catch-Up & Insights
Case Catch-Up & Insights gives service reps instant customer and case context with AI-generated summaries of the customer engagement, associated account, sentiment, and case health score. - Service Replies for Service Assistant
Service Replies gives service reps AI-suggested replies directly in the Service Assistant component during a messaging session.
