Service Plan Record Processing

• How Dynamic Plans Process Records
• How Case Dynamic Plans Process Records
• How Messaging Dynamic Plans Process Records
• How Guidance Plans Process Records

How Dynamic Plans Process Records

A dynamic plan is a real-time, conversational resolution workflow available for both cases and messaging sessions. Unlike the static checklist in a guidance plan, a dynamic plan generates each step one at a time as the case or session progresses. At each step, Service Assistant performs a fresh retrieval of all your grounding sources and the latest record data to produce precise, current guidance. Service Assistant can also surface and execute agent actions to help service reps automate steps directly in the plan.

Here's how a dynamic plan progresses.

• Initiation: When a service rep opens an eligible record, Service Assistant summarizes the conversation and identifies the assigned subagent. The service rep clicks Start Plan to begin the interactive workflow. If you turn on Auto Run Dynamic Plan After Summary for Messaging, the first step surfaces automatically after the summary generates, without the service rep clicking Start Plan.
• Real-time step formation: Service Assistant creates each step in real time, performing a fresh retrieval of all grounding sources and the latest record data. It evaluates whether an agent action is available to automate the task.
• Step execution: Steps are presented as manual tasks or as automated steps that use agent actions. When an action is found, Service Assistant surfaces it for the service rep to confirm and execute, or the action executes automatically based on your configuration.
• Plan collaboration: At any point, service reps can collaborate through chat to ask questions, request clarifications, or research without leaving the plan.
• Active monitoring and adaptation: Service Assistant keeps the plan current without manual refreshes, but what it monitors depends on the channel. For cases, it monitors the fields and objects set in your Service AI Grounding configuration. For messaging sessions, it monitors the entire conversation transcript. How quickly an update is incorporated depends on the channel and the type of change.

How Case Dynamic Plans Process Records

Service Assistant uses Service AI Grounding to ground itself in the details of the active case the service rep is handling. This grounding lets Service Assistant summarize the case for the service rep using the fields and objects (Case Email, Case Comments, Case Feed) you set in the configuration.

• Initiation: By default, Subject and Description are included as required grounding sources and can't be modified. These fields are used specifically to assign a subagent to the case record using the data inside them. No other fields or objects are used to assign a subagent, so the amount and detail of the Subject and Description fields play an important role in matching the case to a related subagent.
• Record context: You can set additional fields and objects as grounding sources, such as Case Comments, Case Feed, and Case Email. However, these fields and objects serve only to provide richer grounding content for creating the plan steps and help to retrieve relevant knowledge information to include in plan steps. The Subject and Description fields are the only grounding source used to identify the issue and assign a subagent to the case.
• Active monitoring and adaptation: During a dynamic plan, Service Assistant uses the fields and objects to actively monitor the record. It tracks any changes or updates to the fields and objects and can update the steps in real time based on the new information. However, Service Assistant updates the step the rep is currently on only when new information arrives from a case email. For all other fields and objects, Service Assistant tracks the new information and incorporates it into the next step of the plan rather than the active step.
• Action matching: As it creates each step, Service Assistant also uses the record detail and grounding sources to look for relevant agent actions. It matches the record data, subagent instructions, and knowledge information that ground the step against your action descriptions. When it finds a related action that matches the context, Service Assistant surfaces the action in the plan step so the service rep can automate the task. Clear, specific action descriptions help Service Assistant make the right match. See Grounding Service Assistant with Agent Actions.
• Related records: When a case is created from a closed messaging session or a voice call, Service Assistant analyzes the record transcripts as a grounding source, so the case summary and plan steps include key details from the conversation. The plan starts the steps from where the conversation left off. Messaging Sessions and Voice Calls are the only supported related record types, and each record must be closed to be used as a grounding source. Related record grounding is supported for both guidance and dynamic plans. See Grounding Service Assistant with Related Records (Optional) (Case Only).

How Messaging Dynamic Plans Process Records

Unlike case processing, which tracks specific field updates, Service Assistant grounds itself directly in the full lifecycle of the conversation transcript.

• Initiation: Service Assistant generates a service plan only after the conversation has messages to ground in. Monitoring begins automatically when the session meets your configured eligibility criteria, the conversation has at least five total messages, and the messaging session record is owned by a human agent. If the record is owned by any other user, Service Assistant doesn't process the record or generate a plan.
• Record context: Service Assistant draws conversation and customer context strictly from the transcript and the MessagingSessionId context variable. It processes conversation data only from the current messaging session, and ignores previous sessions even when they're linked to the same conversation record. Service Assistant references only text in the conversation. It doesn't process file uploads, images, or choice responses.
• Active monitoring and adaptation: Grounding in a messaging session is an active, fluid process. As the conversation unfolds, Service Assistant monitors each new message in the transcript and continuously adapts the plan, so the steps always reflect where the conversation currently stands. For each step it creates, Service Assistant performs a real-time search against all your grounding sources to make sure the step is the most relevant to the current context. As soon as the context shifts, Service Assistant adjusts the plan and creates a new step to match.
• Action matching: As it creates each step, Service Assistant also uses the conversation context and grounding sources to look for relevant agent actions. It matches the transcript, subagent instructions, and knowledge information that ground the step against your action descriptions. When it finds a related action that matches the context, Service Assistant surfaces the action in the plan step so the service rep can automate the task. Clear, specific action descriptions help Service Assistant make the right match. See Grounding Service Assistant with Agent Actions.
• Related records: Service Assistant for Messaging doesn't support related record grounding. It doesn't automatically receive context from the messaging session record or related records such as Contact or Case. To include related record data in the service plan, build an agent action that takes currentRecordId as input and queries the fields you need. For messaging sessions, use EndUserContactId to retrieve the associated Contact for customers already in your CRM, or MessagingEndUserId for customers identified through a messaging channel. This action returns the relevant fields for Service Assistant to produce more context-based plan steps.

How Guidance Plans Process Records

A guidance plan is a static, checklist-style plan available for cases only. Like a case dynamic plan, Service Assistant grounds the plan in the fields and objects set in your Service AI Grounding configuration. But instead of building each step in real time, Service Assistant drafts the full checklist at once from the current record data, and the plan doesn't change until a service rep redrafts it.

• Initiation: When a service rep opens an eligible case, Service Assistant summarizes the case and assigns a subagent from the case Subject and Description. The service rep clicks Draft Plan to receive a static checklist of steps organized into resolution phases.
• Step formation: When the plan is drafted, Service Assistant creates the full checklist from the latest record data and your grounding sources, including subagent instructions and knowledge articles. The plan doesn't regenerate as the case progresses. To get updated steps, a service rep redrafts the plan.
• Step execution: The checklist is fully manual. Service reps work through the steps and mark each one off themselves. To surface task automation directly in a step, add quick actions, which appear as buttons for service reps to launch the quick action workflows. agent actions aren't surfaced in guidance plan steps, but service reps can run them through agent chat.
• Plan collaboration: Agent chat is available as an opt-in extension. Turn on the chat feature on the Service Assistant Setup page. Service Assistant tracks which steps a service rep marks off, but service reps can't ask it to mark a step complete or run the checklist for them. Because the plan isn't proactive, a service rep runs an agent action by asking the agent through chat, such as drafting an email, and then marks the related step complete.
• Manual updates: The plan doesn't automatically adapt to case updates. When a case field or object set in your Service AI Grounding configuration changes, the Redraft Plan button appears, and the service rep redrafts the plan to incorporate the updates.