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Set Up Service Assistant for Voice

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Set Up Service Assistant for Voice

Complete the required setup steps for Service Assistant for Voice.

Required Editions

View supported editions.
User Permissions Needed
To set up Service Assistant for Voice:

Customize Application OR System Admin

AND

Service Planner Builder permission set

Before you begin:

The core setup requires configuring an eligibility flow that determines which voice calls can have a service plan. See Eligibility Criteria. The eligibility flow doesn't rely on the Service Planner User's Run Flow permission to run when a service rep opens a voice call record. Both service reps and admins require direct access to the flow. We don't recommend giving your reps the Run Flows app permission unless it aligns with your company's security standards.

We recommend granting access through a custom permission set. To do so, restrict the flow's default general access, and then create a custom permission set that you assign to both the admin and service reps. We guide you through the process.

Alternatively, restrict the flow's default general access, and then assign the flow to the Standard User profile if that aligns with your company's security standards.

You can use your own flow as long as it's an autolaunched flow that has one string input and one boolean output. You must still grant both admins and service reps access to your flow.

Create Your Voice Eligibility Criteria Flow

To specify which voice call records can have a service plan, create an eligibility criteria flow, and then add the flow to the Voice section of the Service Assistant Setup page. To help you build the flow, we provide a flow template.

  1. From Setup, in the Quick Find box, enter Flows, and then select Flows.
  2. Under All Flows, select Check Service Plan Eligibility for VoiceCall.
  3. On the Flow Builder canvas, select the Is Voice Session Eligible for Service Plan? Decision element.
  4. On the Yes tab, under Outcome Details of the Decision element properties, delete the ineligibilityReason resource. Keep all others.
  5. To add other conditions that determine when to generate a service plan, click + Add Condition. By default, the flow includes conditions so that ended or inactive voice calls can't have a service plan.
  6. Click Save as New Flow.
  7. In the Save As window, enter a name and an optional description, and then click Save.
  8. Activate your flow and exit Flow Builder.
  9. From the Flow Builder setup page, go to your eligibility flow.
  10. Click the dropdown list next to the flow, and then select Edit Access.
  11. Select Override default behavior and restrict access to enabled profiles or permission sets.
  12. Click Save.

Grant Access to Your Eligibility Flow

Grant users access to your eligibility flow with a custom permission set that provides access to the flow. The custom permission set is required for service reps and admins, even when admins have the Run Flows or Manage Flows permissions.

  1. From Setup, in the Quick Find box, enter Permission Sets, and then select Permission Sets.
  2. On the Permission Sets page, click New.
  3. Enter a name for the permission set and an optional description. We recommend that you name the permission set Voice Call Eligibility Flow Access. Don't select a license.
  4. Click Save.
  5. On the Permission Sets page, select Voice Call Eligibility Flow Access or the name that you provided.
  6. On the permission set detail page, under Apps, select Flow Access.
  7. In the Flow Access section, click Edit.
  8. Add your voice call eligibility flow to the Enabled Flows section.
  9. Save your work.
  10. Assign the permission set to yourself and your service reps.

Add Your Eligibility Criteria Flow to Service Assistant

Complete your eligibility criteria setup by adding your configured flow to the Service Assistant Setup page.

  1. On the Service Assistant Setup page, in the Customize Experience by Object section, select the Voice tab, and then go to the Add Eligibility Criteria section.
  2. In the Flow Label field, select your eligibility criteria flow.
  3. In Input Variables, select your variable.
  4. In Output Variables, set the Eligibility Result Variable and Ineligibility Reason Variable fields.
  5. Save your work.

After you add your flow to Service Assistant, your eligibility criteria setup is complete. Continue to the next steps to turn on Service Assistant for Voice and add the component to the record page.

Turn On Service Assistant for Voice

Turn on the features that activate Service Assistant for Voice.

  1. Go to the Turn on Dynamic Service Plans section, and then turn on the toggle.
  2. Go to the Turn on Service Assistant for Voice section, and then turn on the toggle.
  3. Set a default Service Assistant agent for voice.

    Because Service Assistant supports multiple agents, set a default agent so that an agent is always assigned to a record when your eligibility criteria are met.

    If you created only one agent, select it. That agent is assigned to every record that meets your eligibility criteria.

    If you have more than one agent, select a single agent that contains a subagent and instructions for the use case that you want to test. You don't need to set a flow at this time. The next steps guide you through adding the component to the record page and validating that a service plan generates based on the single agent that you set as your default agent. Setting up and testing multiple agents isn't covered here because setup requires more time and testing. See Multiple Agents in Service Assistant.

    1. In the Setup Your Agent Assignment section, under Set a Default Agent, select your agent.
    2. Don't set a flow in Define Your Multi-Agent Assignment Criteria.
    3. Save your work.

Add the Service Assistant Component to the Voice Call Record Page

To complete your setup, add the Service Assistant component to the Voice Call record page. Service Assistant accesses the transcript only when the component is on the Voice Call record page.

  1. From the Voice Calls list page, open a record that meets your eligibility criteria.
  2. On the record page, click the Gear icon, and then select Edit Page.
  3. In the Components menu, search for and select Service Assistant, and then add the component anywhere on the canvas.
  4. Click Save, and then click Activate.
  5. Exit Lightning App Builder, return to the record page, and confirm that the component appears on the page.

When you have an active voice call, your eligibility criteria are met, and there's enough context based on the transcript, the service plan starts automatically and the first step of the plan appears. Service Assistant doesn't show a summary plan, and you don't click Start Plan. The plan starts automatically by default.

There's no standard threshold for the number of messages needed to start the service plan. Typically, 5 or more messages start the service plan, but the number can be more or less depending on how much context is available in the transcript. What counts as enough context to start the service plan varies and depends on the telephony model, transcript processing time, and clarity of the messages in the transcript.

Service Assistant is active and processes a service plan only when the record owner is a human agent. It doesn't process requests when any other user owns the session record.

To test your configuration, start a voice call and complete a full service plan. For guidance, see Test Service Assistant. During the plan:

  • Confirm that Service Assistant starts the first plan step when there's enough context.
  • Confirm that the guidance in each step is consistent with your grounding sources and that Service Assistant shows the correct actions at the right time.
  • Review each step for accuracy against your grounding sources, monitor when actions and steps are cited, and use the agent chat to look up knowledge and run actions.

For guidance on setting up and testing knowledge, see Set Up Knowledge Grounding. It covers the recommended configuration, required permissions, what to expect when you reference citations, and troubleshooting information.

 
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