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Service Assistant for Case Features
Review optional features for Service Assistant for Case that add to the general Service Assistant features.
Required Editions
| View supported editions. |
Because Service Assistant for Case supports two plan types, each feature overview indicates which plan type is supported.
Case Catch-Up & Insights
| Feature support |
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 This feature is supported with both guidance and dynamic plans for
case. |
A capability of Service Assistant that generates a summary of case activity displayed as a card within the Service Assistant panel alongside the service plan. The card includes four sections in this order: Engagement Summary, Opening Sentiment, Account Summary, and Analytics.
Case Catch-Up & Insights works as a standalone capability within Service Assistant. Unlike other Service Assistant features, it doesn't require the general Service Assistant setup or agent creation. The only requirements are:
- Service Assistant is turned on from the Service Assistant Setup page.
- The Service Assistant Lightning web component is added to the case record page.
You turn on Case Catch-Up & Insights from the Case tab of the Service Assistant Setup page. After you turn it on, the page lists all available insights and you can choose which ones to activate. Certain insights require more features that you turn on and configure. See Case Catch-Up & Insights.
Prompt Templates
| Feature support |
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This feature is supported with both guidance and dynamic plans for
case. |
Two prompt templates are available that incorporate service plan data into case emails, feed posts, and case summaries: Draft Service Plan Email and Summarize Case for Service Assistant.
Each template requires activation and configuration to be used with Service Assistant. Use of the Draft Service Plan Email template is available in the email composer on the Case Feed tab. Use of the Summarize Case prompt template is available through Enhanced Case Summaries.
You can also create custom agent actions that invoke the prompt template so that service reps can quickly draft summaries and emails directly in Agent Chat.
Reference Guide and Setup: Add Plan Data to Case Communications
Quick Actions
| Feature support |
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This feature is supported only with guidance plans for case. |
Quick actions are an optional feature for guidance plans that surface automated workflows directly in plan steps. These actions appear as buttons within specific plan steps, so service reps complete tasks such as changing a case status or summarizing a record without leaving the Service Assistant component.
Quick actions are the only mechanism for surfacing automation directly in guidance plan steps. You can't surface agent actions in the plan steps. However, agent actions are accessible through Agent Chat. Using the chat, service reps explicitly request that Service Assistant perform an action. See Agent Chat.
- Reference Guide: Grounding with Quick Actions
- Setup Steps: Set Up Quick Actions
Related Record Grounding
| Feature support |
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This feature is supported with both guidance and dynamic plans for
case. |
When a case is created from a Messaging Session or a Voice Call, Service Assistant analyzes the transcripts of the records attached to a case to use as a grounding source. As a result, the case summary, summary steps, and drafted service plan include key details from the conversation.
Specifically, the case summary and summary steps state what occurred in the conversation and what resolution steps were completed. In addition, the drafted service plan starts the plan steps from where the conversation left off. Grounding with messaging and voice records is optional.
Only Messaging Session and Voice Call records are supported for grounding. The Messaging Session record must be set to ended and the voice call record must be set to Complete.
- Reference Guide: Grounding with Related Records
- Setup Steps: Set Up Record Grounding
Similar Cases
| Feature support |
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This feature is supported only with guidance plans for case. |
A list of similar cases is displayed at the bottom of the component to provide service reps with historical context while working an active case.
Configuring this feature requires several setup steps in Data 360. You must create a search index and data retriever to ingest and index your historical case data. We walk you through a general configuration that uses the subject and description fields so that Service Assistant retrieves cases that are relevant to the active case the service rep is working. You can adjust our example configuration to include custom case fields and limit the search to a particular date range. You can also use an existing retriever if it has case data.
Reference Guide and Setup: Set Up Similar Cases
Translation
| Feature support |
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This feature is supported only with guidance plans for case. Translation of
dynamic service plans for case or messaging isn't supported. |
Real-Time Translations translates all text in the component from your company's preferred language into the service rep's preferred language in real time. All text is automatically translated when service reps:
- Open a new case and a case summary is drafted.
- Draft or redraft a service plan.
- Open a case that has a plan with either a case summary or a drafted service plan.
Service Assistant supports the same languages as real-time translations. See Real-Time Translations. This feature is supported only with the Agentforce for Service or Agentforce 1 add-on licenses, and service reps need the Service Plan Translation permission set. Customers with an Einstein for Service license who want to use translation can contact their account executive.
