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            Get Ready for Service Assistant

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            Get Ready for Service Assistant

            Before setting up Service Assistant, we reccommend planning your use cases, set eligibility controls, prepare your grounding data, and consider your translation needs.

            Required Editions

            View supported editions.
            Note
            Note
            • Service Assistant is only supported in the legacy Agentforce Builder. Agentforce script isn’t supported.
            • Beginning in April 2026, agent topics are now called subagents. There are no changes to functionality. During this transition, you may see a mix of the new and previous terms in our documentation.

            Setting up Service Assistant effectively requires some upfront planning. We recommend reviewing these steps before you begin setup so you're not gathering information or making decisions mid-configuration.

            Determine Use Cases

            We recommend taking time to think through which case types are most relevant for Service Assistant to address in your company. Here are a few planning considerations.

            Planning Consideration Questions to Consider
            Identify pain points and opportunities.
            • What tasks take up a significant amount of your service reps' time? Which of these tasks are repetitive or predictable (for example data entry and providing standard responses)?
            • Do you want to automate high-volume cases? If so, which case types have the highest volume, and what's the potential time saved per case?
            • Do you want to automate cases that are time-consuming or error-prone? Which case types are complex or require multiple steps, and where are errors likely to occur?
            • What common problems or pain points do your service reps have when handling certain case types (for example, finding information and different processes)?
            Define use cases.
            • Should Service Assistant handle simple, straightforward cases or does your company need assistance with more complex scenarios? Try to prioritize case types that are likely to see the greatest improvement in efficiency and accuracy. In addition, focus on the cases that provide the most significant benefits when automated.
            • Is the necessary information to resolve your use cases readily available and structured, or is it scattered among different systems and unstructured? Service Assistant reduces the need for reps to dig through company policies and documents by grounding in your company data through Agentforce topics, instructions, and data libraries.
            Determine who uses Service Assistant.
            • Do you want Service Assistant to be primarily used by new service reps to help them get up to speed quickly, or by more experienced reps to enhance their productivity and accuracy?
            • New reps can benefit from more detailed step-by-step guidance to help them get trained on your processes.
            • Tenured reps who can handle more complex cases might benefit from the quick access to relevant information and resources in a service plan.

            Set Controls for Service Assistant

            After defining your use cases, set eligibility criteria to make sure service plans are created only for the case types you’ve defined.

            Eligibility criteria are a set of rules defined in an autolaunched flow that control when a case can have a service plan. For example, in a decision element of an autolaunched flow, you can set condition requirements that make sure service plans are available only for cases that originate from email or are assigned to a particular queue.

            Example: Service Planner eligibility criteria decision element

            We provide a flow template to get started: Check Service Plan Eligibility. The flow is available in the Flows Setup page. You can configure the decision element to set conditions that meet your particular use case for Service Assistant.

            For more details, check out Service Plan Eligibility Criteria and the provided video. If you have your eligibility criteria defined and flow setup before you begin setup, you can easily complete the eligibility criteria setup step on the Service Assistant Setup page. To open the video in full-screen, click here.

            Prepare Your Data

            Prepare your data to make sure Service Assistant has the information it needs to create accurate and trusted service plans. Service Assistant leverages your company data through these grounding sources.

            • Case data from Service AI Grounding (required).
            • Your service policies and practices transcribed in Agentforce topics and instructions (required).
            • Knowledge articles through Agentforce Data Libraries (optional).
            • Quick Actions that provide automation for service reps to complete plan steps (optional).
            • Messaging and voice records (optional).
            Service Assistant processing

            For a quick overview of each grounding source, review Service Assistant Grounding Sources. Each grounding source requires planning and preparation for use in Service Assistant so the agent can create the most accurate service plans.

            Prepare for Service AI Grounding

            Service Assistant uses Service AI Grounding to ground itself in the details of the active Case the service rep is handling. This grounding allows the Service Assistant to summarize the case for the service rep using the fields and objects (Case Email, Case Comments, Case Feed) you set in the configuration. Grounded in the case details, Service Assistant assigns a topic to the case and then create plan steps from the topic instructions.

            Specifically, the feature automatically includes the Subject and Description fields as grounding sources. These fields help Service Assistant summarize the case, categorize the case with a topic, and create initial plan steps. You can set additional fields and objects as grounding sources to provide an even more detailed summary.

            Here are few considerations for Service AI grounding to help plan for the features use in Service Assistant.

            • Only String and Text Area type fields are supported for grounding.
            • Case related objects are supported for grounding: Case Comments, Case Feed, Case Emails.
            • Only text from case emails, case comments, and case feed is supported. PDFs, images, and other attachments aren’t used as grounding sources.
            • Encrypted fields aren’t supported for grounding.
            • If you choose to enable case feed grounding, you must provide Service Assistant access to the case feed. Service Assistant has access to case emails and case comments by default.
            • Service Plans are grounded in the case data based on the ServicePlanner User’s (agent user) permissions rather than the individual service reps’ permissions. This means service reps can view information from your selected fields and objects in case summaries and service plans, even if they don’t have direct access. Set your grounding configuration to ensure that the ServicePlanner User's permissions align with the data access intended for your service reps. See Service Assistant Grounding Data Access.

            Prepare Your Topics and Instructions

            Because the creation of a service plan depends on matching the case details sourced from your Service AI grounding configuration to your topics and instructions, it's important to structure your topics strategically.

            Depending on whether you use knowledge grounding, your instructions might need to clearly document your service policies, or they might simply serve as a general framework that relies on your knowledge articles to fill in the specific details.

            We suggest taking the time to plan your topic strategy. To help you plan your approach, review these reference guides for creating topics and instructions in Service Assistant.

            Prepare Your Knowledge Articles

            With Agentforce Data Libraries, you can ground Service Assistant in your knowledge base. The feature chunks and indexes your knowledge articles so that Service Assistant can search for and select relevant information from the articles, and add them as steps in a service plan. That way you can create comprehensive service plans from your articles, which reduces manual topic and instruction setup.

            However, producing effective service plans with knowledge articles requires a triage of your knowledge base to make sure your articles are up to date and don’t have conflicting information. In addition, we recommend that you We recommend that you review these resources to understand how knowledge grounding works and what to do to prepare your knowledge base.

            Grounding the agent in your knowledge articles through Agentforce Data Libraries is optional. If you decide to use Agentforce Data Libraries, take the steps in Set Up Knowledge Grounding.

            Prepare Your Quick Actions

            Quick Actions add automated, one-click workflows to your service plans. They show as buttons within service plan steps so service reps can complete tasks the step requires directly within Service Assistant. Using quick actions in Service Assistant is optional. See Grounding Service Assistant with Quick Actions (Optional).

            Step Task
            Identify tasks to automate.

            Review the case types you’ve chosen to use in Service Assistant to determine the common, repetitive, or error-prone tasks that quick actions can automate. Good candidates for quick actions include sending a standard email, updating a case status, logging a call, creating a follow-up task, and closing a case.

            These are general workflows provided by the standard Case object quick actions, but Service Assistant supports custom Case object quick actions. Custom quick actions provide you the ability to add automation for your company-specific workflows and processes within service plan steps.
            Complete prerequisites.

            For each task you identify for automation, confirm that a corresponding standard or custom quick action is created and added to your Case Layout. See Add Quick Actions to the Case Page Layout.

            Prepare your quick actions for Service Assistant.

            A key part of quick actions setup for Service Assistant is providing an instruction for each quick action. These instructions define the action’s specific goal, task, and the conditions for its use. The information provided in the instruction helps Service Assistant determine what plan steps are relevant to add the quick action. When determined, the quick action shows as a button in the plan step so service reps have easy access to complete the tasks required by the step.

            We recommend reviewing our best practices to help plan your instructions setup.

            Here's a quick overview of quick actions in Service Assistant and the general setup. To open the video in full-screen, click here. Direct setup guidance is provided in Set Up Quick Actions.

            Prepare for Translation

            Service plans contain two content types that are translated separately. If your service reps work in a different language than your company default, it's important to plan how to use tanslated service plans.

            • User Interface Content: Fixed elements like buttons, headers, and tooltips. This text always aligns with the service rep's preferred language in their settings.
            • Service Plan Content: The text generated for the case summary and plan steps. By default, this is drafted in your company's default language.

            Service Plans are always generated in your company’s default language when your company language is supported by Prompt Builder. If your company language isn’t supported by prompt builder, the default language is English. However, if a service rep's preferred language is set to a language other than your company language, then there's a mismatch in the language of the plan content and user interface text.

            In this example, the company language is set to English and the service reps' language is set to Spanish. The plan content aligns with the company language while the UI text aligns with the service reps' language.

            Service Plan with a mixed lanaguage experience

            To provide a unified language experience, enable Real-Time Translations, which translates service plans into the service rep's preferred language. This feature is available only with the Agentforce for Service or Agentforce 1 licenses, and each service rep requires the Service Plan Translation permission set.

             
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