Service Assistant for Case Permissions

• Optional Permissions: Case Catch-Up & Insights
• Optional Permissions: Messaging and Voice Record Grounding
• Optional Permissions: Quick Actions
• Optional Permissions: Prompt Templates
• Optional Permissions: Similar Cases
• Optional Permissions: Service Plan Translation

Optional Permissions: Case Catch-Up & Insights

Reference Guide: Case Catch-Up & Insights | Setup Steps: Set Up Case Catch-Up & Insignts (Optional)

Case Catch-Up & Insights is a capability that gives service reps a 360-degree view of the customer and case through AI-generated summaries of the associated account, the customer's opening sentiment, and case health analytics. The capability loads in the Service Assistant component when a service rep opens a case.

To use this capability, the Service Assistant admin and service reps require Prompt Builder permissions. The ServicePlanner User doesn't require additional permissions. The capability is available for dynamic and guidance plans.

Optional Permissions: Messaging and Voice Record Grounding

Reference Guide: Grounding with Related Records | Setup Steps: Set Up Record Grounding

Service Assistant analyzes the transcripts of messaging and voice records to create a case summary that details what took place in the conversation and drafts a service plan that continues from where the conversation ended. This feature is available for dynamic and guidance plans.

To use this feature, the ServicePlanner User (agent user) requires a custom permission set with Messaging Session app and object permissions. This gives Service Assistant record-level access to the messaging and voice transcripts and includes the information in a service plan.

Service reps don't require additional permissions to view data from messaging and voice records included in drafted service plans. However, accessing the messaging session or voice call record from the case still adheres to your organization's sharing rules. Service reps must have record-level access to open and view the records attached to the case.

Optional Permissions: Quick Actions

Reference Guide: Grounding with Quick Actions | Setup Steps: Set Up Quick Actions

Quick actions provide automation to Service Assistant so service reps can complete step tasks directly in the component. The standard Service Assistant permissions all allow users to access and execute most quick actions in Service Assistant. However, additional permissions are required for Flow, Visualforce, and the Summarize Case quick actions. This feature is available for guidance plans only.

Optional Permissions: Prompt Templates

Reference Guide and Setup Steps: Add Plan Data to Case Communications

Two prompt templates are available for use with Service Assistant: Draft Service Plan Email and Summarize Case. These prompt templates add service plan information to Case emails, Case feed posts and comments, and Case summaries.

To use the Draft Service Plan Email prompt template, these permissions are required.

To use the Summarize Case prompt template, these permissions are required.

Optional Permissions: Similar Cases

Reference Guide and Setup Steps: Set Up Similar Cases

Service reps receive additional guidance when working a service plan with a list of similar cases that's displayed at the bottom of the component. This list serves only as a reference tool to provide extra context and support. The listed cases aren't used as grounding sources for creating the service plan. This feature is available for guidance plans only.

Optional Permissions: Service Plan Translation

Reference Guide: Service Plan Translation | Setup Steps: Set Up Service Plan Translation

Service plans are translated into service reps' preferred language using Real-Time Translations. Service plan translation is only available guidance plans. Dynamic plans aren't translated.