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Service Assistant Component and Capabilities
Learn about the Service Assistant component, where service reps work through a service plan and receive additional resolution support with agent chat and optional capabilities.
Required Editions
| View supported editions. | |
 This article applies to: |
All Service Assistant experiences. |
Service Assistant Agent and Component
Service reps receive issue resolution assistance in the Service Assistant component, a Lightning web component that shows as a panel on the case or messaging session record page. The component is powered by the Service Assistant agent, the proactive AI agent on the record.
The component and the agent are distinct parts.
- Service Assistant is the proactive agent on the record that actively monitors the record data and executes the capabilities you turn on in real time. A service plan is the core capability, and you extend it with optional capabilities, such as Case Catch-Up & Insights and Service Replies, and agent chat for asking questions and running actions on demand.
- The component is the surface layer where service reps work and where the agent populates these capabilities directly to service reps, so they have the right resolution guidance in one place. All capabilities show as their own cards in the component. Together, the proactive Service Assistant agent and its capabilities make up the Adaptive Experience.
What follows is a breakdown of the component UI showing a service plan. Because the service plan is the core capability of Service Assistant, it provides a cohesive overview of how the component works. The UI is the same across all Service Assistant experiences, so the capabilities you turn on show alongside the plan in the same way.
| Part | Details |
|---|---|
| Service Assistant Panel (1): | Contains both the service plan interface and the agent chat. It's a central workspace where service reps get resolution guidance through either a guidance plan or a dynamic plan. Service reps can receive additional support through capabilities, such as Case Catch-Up & Insights and Service Replies, that show as cards alongside the service plan. See examples in Service Assistant Capabilities. |
| Service Plan and Capability Cards (2): | The service plan is located in the center of the panel in the form of a card. Each capability you turn on also shows as its own card in the component. Service reps first see a service plan summary that describes the issue and gives an overview of the suggested resolution pathway. The summary UI is the same for both guidance and dynamic plans. However, for guidance plans, service reps select Draft Plan to receive a static checklist of steps that fills the center of the panel. For dynamic plans, service reps select Start Plan to begin a step-by-step, conversational walkthrough of the service plan. |
| Service Plan Steps (3): | Service Assistant creates a service plan based on the latest record data, subagent instructions, and knowledge articles. How the plan updates depends on the plan type and the record type.
For more details, see Service Plan Record Processing. |
| Agent Chat (4-5): | Agent chat facilitates two-way collaboration between the service rep and Service Assistant, where service reps can ask questions, request knowledge information, and launch actions, such as drafting an email. Agent chat is available for both guidance plans and dynamic plans. The chat is turned on by default for dynamic plans. To turn it on for guidance plans, select Chat with Service Assistant on the Service Assistant Setup page. Every interaction is saved to the plan history and component feed, so Service Assistant stays aware of the full conversation, including the actions it surfaced or executed and the knowledge information it presented. |
| Component Feed History (6): | Component feed history shows the full interaction between the service rep and Service Assistant, including the plan summary, each step, the actions surfaced or executed, and the knowledge information presented. Service Assistant is grounded in this feed, so it stays aware of everything that happened while working on the record. The component also shows other capabilities that extend Service Assistant's resolution guidance when they're set up and turned on, such as Case Catch-Up & Insights and Service Replies. These capabilities aren't part of the feed. See examples in Service Assistant Capabilities. |
Guidance Plans UI
A guidance plan uses the same component layout as a dynamic plan, with one difference in how the plan is created. The plan summary works the same way: Service Assistant summarizes the record and gives an overview of the suggested resolution pathway. Instead of selecting Start Plan, a service rep selects Draft Plan to generate the full checklist at once, and selects Redraft Plan to update it. Guidance plans are supported for cases only.
A guidance plan is static, and Service Assistant is reactive. It responds only when a service rep asks for help through the agent chat. It doesn't proactively propose knowledge articles, actions, or other content in the component feed. This behavior differs from a dynamic plan, where Service Assistant proactively surfaces guidance, knowledge, and actions in the feed as the record changes.
The agent chat and the component feed aren't turned on by default for guidance plans. To use them, you must turn on Chat with Service Assistant from the Service Assistant Setup page.
Along with the checklist of steps, a guidance plan can surface these features in the component. All features are optional. See Extend Service Assistant for Case.
- Knowledge sources: Steps created from knowledge articles are cited with a number at the end of the step, such as [1]. The numbers link to a Sources section at the bottom of the component that lists every article used to create the plan. See Grounding Service Assistant with Knowledge (Optional).
- Quick actions: Buttons within a plan step that let a service rep complete a task without leaving the component, such as changing the case status or summarizing the case. See Grounding with Quick Actions.
- Similar cases: A list of cases related to the active case, shown at the bottom of the component. The list is a reference tool only. The cases aren't used to ground the plan. See Set Up Similar Cases (Optional).
- Translation: Guidance plans support translation into the service rep's preferred language through Real-Time Translations. See Service Plan Translation.
Service Assistant Capabilities
Based on the record data and the capabilities you turn on, Service Assistant executes the relevant capabilities and populates them directly in the component, alongside the service plan. Each capability shows as its own card, so service reps have the right resolution guidance in one place.
Agent chat is provided by default for dynamic plans for case and messaging. You manually turn it on for guidance plans for case. Other optional capabilities include Case Catch-Up & Insights and Service Replies.
Each capability is set up independently, so you can turn one on without completing the general Service Assistant setup, including creating an agent.
Agent chat provides a conversational interface in the Service Assistant component, facilitating direct collaboration between service reps and the agent. Available for both guidance and dynamic plans, this feature lets service reps ask questions, request summaries of the record or service plan, look up knowledge base information, and launch Agentforce actions on demand. The agent chat is grounded in the entire record history and all service plan steps, so service reps get record summaries and plan history quickly.
To use agent chat, you must add the General CRM subagent to your agents so that service reps can perform general tasks, such as querying other records, surfacing actions on demand, and sending emails. See Agent Chat for Service Assistant.
Case Catch-Up generates a summary of the case history with key insights: a customer engagement summary, an account summary, customer sentiment analysis, and a case health score. The capability gives service reps immediate context on the case right as they start working on the issue. This capability is available for cases only and surfaces as a collapsible card above the service plan.
Service Replies for Service Assistant
The general Service Replies feature is available for use directly in the Service Assistant component alongside the service plan. The feature surfaces AI-generated suggested reply cards in the component during active messaging sessions. Service reps can post or edit a reply before sending it to the customer.
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If you have an existing Service Replies implementation, you turn on only Service Replies for Service Assistant on the Service Replies Setup page. Keep in mind that Service Replies and service plans operate independently. Suggested replies aren't used as grounding for service plans, and plan steps aren't used to generate suggested replies. When a service rep posts a reply, it enters the conversation and becomes available as context for future plan steps. See Service Replies for Service Assistant.
