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Complete General Setup

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Complete General Setup

Complete the general setup that's required for both Service Assistant for Case and Messaging.

Required Editions

User Permissions Needed
To complete general setup:

Service Planner Builder permission set

AND

Agentforce Default Admin permission set

AND

Customize Application OR System Admin

Turn on General Features

Turn on Einstein Generative AI and Data 360 to use Service Assistant.

  1. From Setup, in the quick find box, enter and select Einstein Setup.
  2. From the Einstein Setup page, turn on Einstein.

    You can configure the other features listed in the Einstein Setup page, but they're not required. See Set Up Einstein Generative AI.

    For setting up the Einstein Trust Layer, you can choose the Case object fields you want to mask to prevent their exposure to the agent reasoning engine (LLM). See Select What Data To Mask. Keep in mind that data masking is off by default and we don't recommend turning it on because it can slow down performance. If you do turn it on, leave the Company Name field unmasked.

  3. Optional: From the Setup menu, select Data Cloud Setup, and from the Data Cloud Setup page, click Get Started.

    Data 360 is required only if you use knowledge grounding through Agentforce Data Libraries. Service Assistant doesn't require Data 360 to generate the summary plan or the service plan steps when the steps come only from subagent instructions and agent actions. To ground plan steps in knowledge, you need Data 360.

    The enablement of Data Cloud in your Salesforce org can take time. You can continue the setup steps while the Data Cloud setup completes.

After completing the steps, go to the Agentforce Agents Setup page.

Turn on Agentforce

Turn on Agentforce to get started creating your Service Assistant agent.

  1. From Setup, in the quick find box, enter and select Agentforce Agents
  2. From the Agentforce Agents Setup page, turn on Agentforce.
  3. Refresh the page and then stay on the Agentforce Agents Setup page to complete the next step.

Create a Service Assistant Agent

Use the legacy Agentforce Builder to create a Service Assistant agent. Then create your subagents and instructions. Service Assistant isn't supported in the new Agentforce Builder.

These steps walk you through the agent creation process. You're required to create your agent and add subagents and instructions. Service Assistant isn't supported in the new Agentforce Builder. You must use the legacy builder.

We recommend creating a subagent and instructions for each case type you want Service Assistant to help resolve. Make your subagents specific, and detail the exact step-by-step process for resolving the case. Review Ground Service Assistant with Subagents and Subagent Best Practices.

Steps for grounding the agent in your knowledge base with Agentforce Data Libraries aren't included here because the feature is optional and takes additional time to test. See Grounding with Knowledge.

  1. From the Agentforce Agents Setup page, click + New Agent.
  2. From the Agentforce Builder guided setup, in the Select an agent tab, select Agentforce Service Assistant and click Next.
  3. From the Customize your agent tab, take these steps to configure the Company and Agent User fields. All other fields are set by default, and we don't recommend making any changes.
    1. In the Company field, describe your company.
    2. In the Agent User field, confirm that New Agent User is selected.

      An agent user for Service Assistant is created and automatically set to the listed configuration. The Service Planner Agent User and Agentforce_Service_Assistant Permissions permission sets are automatically assigned to the agent. Don't remove them.

      Email: noreply@salesforce.com

      Username: ServicePlanner User

      Agent Type: Service Assistant

      Profile: Einstein Agent

      User license: Einstein Agent

      Permission sets: Service Planner Agent User and Agentforce_Service_Assistant Permissions

      Permission set license: Service Planner Access

    3. Leave the Keep a record of conversations with enhanced logs and Agent can access records fields disabled. They don't apply to Service Assistant because it creates service plans through a Lightning web component.
  4. Click Create. The Agentforce Builder opens and shows the Subagents tab.
  5. On the Subagents tab, click New, and then select Add from Asset Library.
  6. Select General CRM and General FAQ, and then click Finish.
    These standard subagents extend what Service Assistant can do outside the context of the active service plan and record data for both guidance and dynamic plans. The General CRM subagent contains standard actions that let service reps use the agent chat to query CRM data, draft and send emails, and look up knowledge information. Add the General FAQ subagent if your use case requires a dedicated subagent for knowledge-based questions separate from CRM tasks. Find more details See Agent Chat for Service Assistant.
  7. From the Subagents tab, click New and select + New Subagent.
  8. In the Create a Subagent guided setup, create a subagent and instructions for your agent. For specific best practices and an example Service Assistant subagent, see Ground Service Assistant with Subagents.
    Your subagents and instructions should contain your company's policies for the particular cases that Service Assistant helps resolve. In the guided setup, you have the option to add Agentforce actions, but they're not required for Service Assistant. Service Assistant doesn't complete any direct actions for the customer or service rep. If you add actions, they're only used as an additional grounding and treated like instructions.
  9. Complete steps 7-8 again for all subagents and related instructions you want to create for your agent.

    After you create all your subagents and instructions, the general setup of your agent is complete. You can optionally ground Service Assistant in your knowledge base using Agentforce Data Libraries. However, because creating an Agentforce Data Library isn't required and requires custom permissions, we provided the setup steps and testing guidelines in Set Up Knowledge Grounding (Optional).

    If you have a data library of the knowledge data type already built, you can select it in the Data Library field on the Data tab. Service Assistant supports only the knowledge data type.

    If you choose to complete your data library setup, confirm that you have the Data Cloud Architect permission set and the permission set has access to the default data space. You also need the Knowledge User permission enabled on your user record.

  10. From the top right of the Agentforce Builder, click Activate.
    After activating your agent, a configuration error message appears stating that permissions aren't complete and a data library isn't set up. You can safely click Ignore and Activate. This is a default message from Agentforce. Your agent has all necessary permissions assigned and doesn't require a data library. Be sure to review any overlapping subagents or instructions.
    Agent Activate Error message

After activating your agent, exit the Agentforce Builder and go to the Service AI Grounding Setup page.

Add Agent Actions (Optional)

To automate tasks in a service plan, add Agentforce actions to your subagents. You can add agent actions at anytime. We recocomed skipping this stetp and processind to the object setup as actions can take longer to setup and we want you to confim you can geenrate a general service plan and get it operationg.

Agentforce actions in Service Assistant are configured and operate the same way as other Agentfoce agent. The difference is in how they surface to reps. In dynamic plans, actions surface automatically in plan steps when Service Assistant determines that an action is available to complete the current step. Reps can execute tasks without leaving the component. This applies to steps created from both subagents and knowledge articles. In guidance plans, reps can only invoke actions on demand through agent chat. Service Assistant doesn't proactively surface or execute actions in guidance plans. See Agent Chat.

Note
Note By default, Service Assistant can run a matched action automatically. For any action that requires human confirmation before it runs, such as closing a case, turn on Require User Confirmation on the action. See Guidelines for Creating Actions.

You can use standard actions or create custom actions that meet your business requirements. There are no standard actions are built specifically for Service Assistant. Custom Lightning types are also supported. See Enhance Agent Action UI with Custom Lightning Types.

The surfacing and execution of agent actions occur in the context of the ServicePlanner User (the agent user) permissions. Give the agent user access to the underlying functionality of the action, such as flows and prompt templates.

  1. On the Subagents tab of the legacy Agentforce Builder, select a subagent.
  2. Click the This Subagent's Actions tab, and then click New.
  3. Follow the guided setup, and repeat the process for each action that you want to create. See Best Practices for Agent Action Instructions.
  4. After you create all your actions, grant both the ServicePlanner User access to the underlying action.
  5. For any action that requires user input or confirmation from the service rep, assing your service reps the the Unmetered User Based AI permission set license and Unmetered User Based AI permission set.
Action Type Permissions
Prompt template actions Prompt Template User permission set
Flow actions Run Flows app permission, or grant access to individual flows. See Configure User Profile or Permission Set Access to a Flow.
Apex class actions Apex class access: Select the Apex classes that the agent uses. See Set Apex Class Access from Permission Sets.
Objects used in the actions The ServicePlanner User and service rep also need access to the objects referenced by the Agentforce actions. The required level of access, such as Read or Edit, corresponds to the action's intended function. For example, Edit permissions are necessary for actions that update records or fields. Read permissions are for actions that verify data without modifying it.
 
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