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Grounding with Record Data
Service Assistant grounds in record data to identify customer issues, assign subagents, and build service plans for cases, messaging sessions, and voice calls.
Required Editions
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Record data is the primary grounding source that Service Assistant references to identify the customer's issue, assign a subagent, and build the service plan for that issue from your instructions and grounding sources. The specific record details that Service Assistant analyzes vary depending on the record type.
- Case: Service Assistant grounds on Case object fields and related objects, such as Case Emails, Case Comments, and Case Feed. You configure which fields and objects to ground on through Service AI Grounding as part of the General Service Assistant for Case setup.
- Messaging and voice: Service Assistant grounds on the messaging and voice call transcripts throughout the entire life cycle of the session or call. Transcript grounding is turned on automatically when you set up and turn on Service Assistant for Messaging and Voice.
Service Assistant uses cases fields and the messaging and voice call transcripts to:
- Identify the customer's issue and assign a subagent to the record.
- Create an issue summary (service plan summary).
- Search for related knowledge articles to start constructing the plan steps.
Because Service Assistant is a real-time agent, it continuously monitors the record and tracks updates as the interaction progresses, and then adjusts the plan in real time. When it creates a plan step, it also runs a fresh search of all your grounding sources so that the step reflects the latest record data. Review the recording grounding reference for each supported object for specific details on how Service Assistant processes record data.
Record Data and Subagents
Record processing begins only after Service Assistant matches the customer's issue to a subagent whose instructions describe that context. Service Assistant gives service reps specific, detailed guidance to resolve customer issues from your grounding sources, and it uses record data to identify the issue and make that match, which starts plan creation.
A broad subagent, such as "Customer Issue" or "Resolve Customer Issue," can't supply the steps a specific issue requires, and Service Assistant doesn't initiate a service plan. Create specific subagents, such as "Password Reset" or "Order Return," rather than broad ones. See Service Assistant Subagent Best Practices.
- Grounding with Case Record Data
Learn how Service Assistant grounds in Case fields, emails, comments, and feed to create service plans. - Grounding with Messaging Session Record Data
Learn how Service Assistant grounds in the Messaging Session transcript to create service plans. - Grounding with Voice Call Record Data
Learn how Service Assistant grounds in the voice call transcript to create service plans.
