Service Assistant and the Adaptive Experience

Service Assistant is a proactive AI agent on the case or messaging session record. It proactively monitors the entire record and orchestrates a set of agent functions that help a service rep resolve customer issues. These functions come together in the Service Assistant component, a Lightning web component that shows as a panel on the record page and serves as a resolution workspace for service reps. Together, Service Assistant's proactivity and its functions make up the Adaptive Experience, which includes:

• Service plans that provide step-by-step resolution guidance grounded in your company data. A service plan is the core feature of Service Assistant.
• Agent capabilities that provide additional context and resolution assistance alongside the service plan, such as Case Catch-Up & Insights and Service Replies.
• Agent chat that gives service reps on-demand resolution assistance from Service Assistant, like looking up knowledge information and asking to run actions.

Service Plans

A service plan is the core feature of Service Assistant. It gives service reps a record and issue summary, plus step-by-step resolution guidance tailored to your business process and data through grounding sources, such as your subagents, knowledge articles, and agent actions. See Grounding Sources.

Service Assistant provides two plan types.

• Guidance plans provide a static checklist of steps that a service rep works through and that don't update in real time. Guidance plans are available for cases only.
• Dynamic plans provide a real-time, conversational workflow where Service Assistant actively guides service reps through issue resolution, adapts as the record changes, and launches agent actions. Dynamic plans are available for cases and messaging sessions.

For more details about the plan types, the component UI, and how Service Assistant processes each record, see Service Plans.

Agent Capabilities

Beyond the service plan, Service Assistant offers optional agent capabilities that give service reps additional resolution assistance as they work on a record, such as Case Catch-Up & Insights and Service Replies. Based on the record data and the capabilities you turn on, Service Assistant executes the relevant capabilities and populates them directly in the component.

Each capability shows at its own card and is set up independently, so you can turn one on without a service plan and without completing the general Service Assistant setup, including creating an agent. You choose which capabilities to add and configure the Service Assistant component as one central surface that fits your business use cases. See Service Assistant Capabilities.