Agentforce Service Assistant

As an assistive AI agent embedded on the case record page, Service Assistant reduces the need for service reps to manually dig through company documents, case history, and knowledge articles to determine how to resolve a case. Instead, service reps can use Service Assistant to receive AI-generated case summaries and step-by-step resolution guidance, known as a Service Plan. The resolution guidance is fully grounded in your company data through multiple features, like Service AI Grounding, Agentforce topics and instructions, and knowledge articles from Agentforce Data Libraries.

Note To keep things clear in the age of AI agents, we’re now referring to the humans who use Service Cloud as “service reps” rather than “agents”. We wish we could snap our fingers to update this language everywhere, but you can expect to see the original use of “agent” in a few places until we replace it, including in the app itself.

Use this reference map for an overview of the Service Assistant documentation.

• Start in Part 1 to learn how Service Assistant works, review the features overview, and understand required permissions and licensing.
• Review Part 2 before you get started with setup to receive reference guidance and best practices for grounding Service Assistant in your company data.
• Start your setup in Part 3. You'll use the Service Assistant Setup page with the provided documentation for a guided setup.
• Extend your setup in Part 4 with knowledge and related record grounding, similar cases, prompt templates, and plan translation.
• Review Part 5 to learn how service reps use Service Assistant in the Case record page.
• Review Part 6 to gain insights into how service plans are performing for your service organization.