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            Work with Service Assistant

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            Work with Service Assistant

            Get to know how your service reps use the Service Assistant component on the Case record page.

            Required Editions

            View supported editions.

            Component Overview

            When the Service Assistant component is added to the case record page, Service reps use the component to draft service plans and execute the plan steps. Check out this video to learn how service reps use the component to resolve cases. For additional details, review the information that follows. To open the video in full-screen, click here.

            The Service Assistant component is available to service reps if they have the Service Planner user permission set. The component is hidden from service reps without the permission set.

            Also, in order to use the component, the case must meet your ‌‌Service Plan Eligibility Criteria. If the case doesn't meet the criteria and the service rep has the permission set, the component shows a message that the case isn’t eligible for a service plan.

            Service reps work with the component in three operational states: Summary State (1), Plan State (2), and Redraft Plan State (3).

            Service Assistant component states

            Summary State

            In the summary state, service reps receive an overview of the case so they don’t have to read through the case feed. Here’s an example of the summary state and a few details about what occurs in this state.

            Service Assistant component in the summary state

            Case Summary

            • When the case record page is opened and the case meets the eligibility criteria, the component summarizes the case and provides a high-level overview of what they can do to resolve the case, known as summary steps.
            • The component shows the date and time for the creation of the summary and summary steps.
            • Service reps can rate the accuracy and helpfulness of the summary by using the Feedback component.
            • If a service plan summary isn't provided or you see a message that a summary can't be provided, make any edits to the Subject or Description field. Then, click the Sync button or refresh the Case record page. For example, add extra periods to the description.
            Service Assistant with Case field edits

            Drafting a Service Plan

            • Service reps click Draft Plan to create a service plan.
            • The component enters the drafting state where the Draft Plan button is read-only.
            • If the Service Assistant agent is deactivated in the summary state, an error message appears, and the Draft Plan button becomes read-only.

            Plan State

            In the plan state, service reps draft a service plan and execute the steps. Here’s an example of the plan state and a few details about what happens in this state.

            Service Assistant component in the draft plan state
               
            Drafting a Service Plan
            • After service reps click Draft Plan, the component shows an active service plan with step-by-step guidance for resolving the case. The case summary steps from the summary state aren’t included. If a service plan takes longer than 2 minutes to generate, service reps must refresh the page.
            • The plan is organized into sections that provide a logical sequence of steps: Gather Information, Work the Case, Resolve the Case, and Wrap Up.
            • Service reps execute the steps and mark them as complete. The plan’s progress is automatically saved when steps are marked as complete. A service plan doesn’t require any steps to be completed or marked as complete.
            • Several service reps can collaborate on a case with a service plan. We recommend that each service rep click the Sync Plan button regularly to make sure they have the latest plan progress when steps are marked complete.
            Closing a Service Plan
            • If a service rep completes a plan, they click Close Plan. The plan enters a read-only state. Closing a plan doesn’t close the case. Conversely, closing the case doesn’t close the plan.
            • If multiple service reps are working on the same plan and one rep closes the plan, the other reps see the component as read-only when they sync the plan or change the plan.
            • Service reps can rate the accuracy and helpfulness of the plan using the Feedback component.

            Error States
            • If the Service Assistant agent is deactivated in Setup, the drafted service plan shows an error message to indicate the deactivation. However, the service representative can still execute the service plan.
            • If the case is closed while a service plan is in progress, the service reps see a notification that the case is closed. The service plan remains in an active state in the case.

            Redraft Plan State

            In the redraft state, service reps click the Redraft Plan button to receive a new service plan with the latest case information. Here’s an example of a redraft plan state and a few details about what occurs in this state.

            Service Assistant component in the redraft plan state
            State function Details

            Redrafting a Service Plan

            • When a case has new information and no steps in the original plan are marked as complete, the Redraft Plan button shows under the plan summary. Redrafting a plan is optional.
            • New case information includes any changes or additions to the Case fields used to ground Service Assistant or changes to the topic assigned to the case. Topic changes include:
              • Updates to the label, scope, and descriptions
              • Addition of new instructions
              • Deletion or updates of existing instructions
              • Addition of new actions and deletion of existing actions. Updates to existing actions aren’t considered context changes.
            • Any changes made to a quick action name or instruction after service plans are generated aren't considered new case information. The Redraft Plan button won't display in the component.
            • When a service rep clicks the Redraft Plan button, the component enters a read-only state to indicate that the creation of a plan is in progress.
            • When a redrafted plan is presented, the previous plan isn’t accessible.
            • When multiple service reps are working on a case with a service plan and the case has new information, both reps see the Redraft Plan button. This scenario occurs only when no steps are marked as completed in the plan.
            • When a service rep closes a plan in the redraft state, the plan and the Redraft Plan button are deactivated.

            Redrafting Ineligibility
            • If any steps in the original plan are marked as complete and there’s new information in the case, the Redraft Plan button doesn’t show. However, if you deselected the completed steps, the button shows.
            • If the case is closed when the plan is redrafting, the service rep receives an empty plan. However, the service plan and Redraft plan button remain active.

            Error States
            • If the Service Assistant agent is deactivated in the Redraft State, an error message shows and the Redraft Plan button isn’t shown.
            • If the case status changes to closed, service reps receive a notification that the case is closed. The service plan remains in an active state.

            Considerations for Working with Service Assistant

            In addition to the general functionality of the component, here are a few considerations to keep in mind.

            • Service Assistant can’t generate service plans for cases that have no topic assigned, little to no case information, and cases that are outside the scope of the set Service AI Grounding configuration.
            • For steps that are created from Knowledge articles, citations for the source knowledge article aren't included.
            • For steps that are created from Knowledge articles, the information is summarized. The exact words from the article aren’t repeated.
            • Service Assistant can suggest steps that aren't based on your grounding sources (topics, knowledge, and Service AI grounding). Suggested steps are indicated in the service plan with *. Here are examples.
              • * Review transactions for fraud.
              • * Verify there are sufficient account funds.
            • If you’ve enabled the support setting Show Closed Statuses in Case Status Field, the setting operates in a different ways within the component based on these scenarios.
            Scenario Service Assistant Component Functionality
            Cases are present before you’ve set up your eligibility criteria, and the case is marked Closed. The component shows the default message for a closed case in the component. If you attempt to generate a service plan, the component returns an error message, and the Sync and Draft Plan buttons are read-only.
            New cases match your eligibility criteria, and the case is closed before a case summary is generated. The component returns an error message, and the Sync and Draft Plan buttons are read-only.
            A case is closed after a case summary is generated, but a plan isn’t yet generated. The component remains in the summary state with the Draft Plan button read-only.

            See Also

             
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