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Meet Service Assistant
Service Assistant is an assistive Agentforce agent that helps service reps resolve cases faster with real-time case summaries and step-by-step resolution guidance.
Required Editions
| View supported editions. |
For a visual boarding to Service Assistant, check out this video to see Service Assistant in action. To open the video in full-screen, click here.
- 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. See Topics Are Now Subagents.
As a Lightning component in the Case Record page, Service Assistant is an assistive agent built for service reps that produces an AI-generated summary of a case and a list of suggested steps for case resolution, known as a service plan. Because Service Assistant is grounded in the case data, Agentforce topics and instructions, and knowledge, service plans are always accurate and tailored to your company's policies and standards.
Specifically, Service Assistant guides your service reps through the case resolution process with several key features. For a more detailed overview, see Service Assistant Features Overview
| Feature | Details |
|---|---|
| Case and issue resolution summaries (1-2) | When a case record is opened, Service Assistant analyzes the case details to generate a summary and initial resolution steps. This allows reps to get up to speed immediately without reading through the entire case feed, comments, or emails. |
| Plan steps created from your company data (3-4) | When a plan is drafted, Service Assistant creates steps based on your Agentforce topics, instructions, knowledge articles, and closed messaging and voice records that created the case. These grounding sources add your specific company information for working a case, so the plan is always accurate and specific to your policies. |
| Automated workflows using quick actions (5) | Service plans leverage quick action to add automated workflows directly into plan steps. Service can perform tasks, like sending emails or updating the case staus, without leaving the component or the Case record page. |
| Historical context from similar cases (6) | A list of similar cases shows at the bottom of the component to provide service reps extra context while working an active case. |
Service Plan Processing
Service Assistant generates accurate service plans by processing the case data and grounding sources in a three-step workflow. For more specific details on how your data creates customized service plans, check out Service Assistant Grounding Sources.
- When a case is created, Service Assistant analyzes the case to gain insight into the issue, generate the case summary, and establish context for the plan.
- Next, Service Assistant categorizes the case using Agentforce topics and assigns relevant instructions to form the plan's initial steps. It also assigns relevant quick actions that automate the completion of plan steps and retrieves a list of similar cases to provide service reps additional historical context while working an active case.
- Finally, Service Assistant refines the plan using your unique data, such as Knowledge Articles and Messaging and Voice records. This step fills in information gaps with more specific information and tailors the plan to your organization’s policies.
- Permissions and Licensing for Service Assistant
Specific permissions are required to access and use Service Assistant. - Service Assistant Features Overview
Get to know the full range of Service Assistant features. - Service Assistant Billing and Consumption
Service Assistant is a consumption-based product that utilizes Flex Credits, Einstein Requests, and Data 360 credits. Feature consumption and billing differ between the Agentforce for Service and Einstein for Service licenses. - Service Assistant Frequently Asked Questions
Review frequently asked questions about Service Assistant. - Considerations for Service Assistant
Review a few general product functionality considerations.
