General Service Assistant Features

• Service Plans
• Agent Chat
• Knowledge Grounding
• Agent Actions
• Multiple Service Assistant Agents

Service Plans

Reference guide: Service Assistant Service Plans.

A service plan is the core capability of Service Assistant. It provides a record summary and step-by-step resolution guidance grounded in your company data, such as subagents, knowledge articles, and related records.

There are two plan types: guidance plans and dynamic plans.

• Guidance plans provide a static checklist of steps that a service rep works through and that doesn't update in real time. They're supported only for cases and are good for cases with stable, predictable resolution workflows (left).
• Dynamic plans provide a real-time, conversational workflow where Service Assistant creates each step one at a time based on the latest record information and updates each step as the record changes. They're supported for both cases and messaging sessions and are a good fit for issues where the resolution path shifts as new information arrives (right).

Service Assistant for Case supports both plan types. You choose which one to turn on in the Service Assistant Setup page. You can't turn on both at the same time. Service Assistant for Messaging supports dynamic plans only.

Agent Chat

Reference guide: Service Assistant Agent Chat

Agent Chat adds a two-way chat interface to Service Assistant so service reps can interact with the agent while working through a plan. Reps can ask questions, request clarification on a step, search the knowledge base, or ask Service Assistant to perform an action.

Agent Chat is automatically available for dynamic service plans. Agent Chat for guidance plans is available only when you turn on Chat with Service Assistant in the Guidance Plans section of the Case tab on the Service Assistant Setup page. In addition, when you turn on Agent Chat for guidance plans, Service Assistant doesn't operate as a proactive agent. It doesn't automatically present knowledge information or actions, or update the checklist when there's new information in the case.

To use Agent Chat for both guidance plans and dynamic plans, add the General CRM and General FAQ subagents to your Service Assistant agents. See Agent Chat for Service Assistant.

Knowledge Grounding

Reference guide: Grounding Service Assistant with Knoweldge

Service plans can include steps derived directly from your company's knowledge articles, which keeps guidance accurate and aligned with your current policies. Knowledge grounding is supported through Agentforce Data Libraries, which index your knowledge base into chunks. When a plan is drafted for guidance plans or started for dynamic plans, Service Assistant searches for and retrieves the most relevant information to fill any gaps left by your subagents and instructions with more specific details.

All steps in a service plan are cited with hyperlinks to the articles. Where the citations appear differs between plan types. Guidance plans have a single Sources section at the bottom of the component that lists every article used to create the plan (left image). Dynamic plans show a Sources section at the bottom of each step that links to the article used for that step (right image).

Custom permissions are required for the ServicePlanner User to incorporate knowledge data into a plan and for service reps to view knowledge-based steps. See Best Practices for Grounding Service Assistant in Knowledge.

While Agentforce Data Libraries support multiple data types, Service Assistant certifies the use of only the knowledge data type. This doesn't prevent you from using other data types, but we don't provide best practices or permissions guidelines for those data types.

Agent Actions

Refrence Guide: Grounding Service Assistant with Agent Actions

Agent actions automate tasks in plan steps and surface directly to the service rep in the component. Service Assistant supports all standard Agentforce actions and you can build custom actions. We don't provide prebuilt actions for Service Assistant. Custom lightning types are stupported.

Setup of agent actions and custom lighnting types follow the standard Agentforce setup process. We only provide setup reccomendations and guidelines.

Actions are supported in both dynamic plans and guidance plans, but they behave differently.

In dynamic plans, actions surface within plan steps for service reps to execute. Depending on how the action is configured, the action can also execute automatically.

In guidance plans for a case, actions are supported only through Agent Chat. They don't surface directly in the service plan. To use agent actions, service reps explicitly request that Service Assistant perform an action in the chat. To provide direct automation of the plan steps for guidance plans, you can use quick actions. See Grounding with Quick Actions.

All actions are surfaced and executed in the context of the ServicePlanner User (the agent user). The user requires direct access and permissions to the function of the actions. All action permissions follow the standard Agentforce permissions. See User Access for Standard Agent Actions.

Multiple Service Assistant Agents

Refrence guide: Multiple Agents in Service Assistant

Service Assistant supports the creation of up to 150 agents. Multiple agents let you specialize agents across business units, products, or service categories. You can assign each agent its own set of subagents, instructions, and data libraries.

Setup requires that you create an autolaunched flow that takes the recordId as an input and outputs the API name of the agent to assign to the record. You must configure your flow, its routing conditions, and outcomes to your business requirements. We don't provide a flow template.