You are here:
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:
- Confirm that you completed the general setup and created at least one agent with subagents and instructions. See Complete General Setup.
- Confirm that you have set up either Agentforce Contact Center Voice or Partner Contact Center Voice.
- Confirm that you have call transcripts and recordings set up based on your chosen telephony model.
- For Partner Contact Center Voice, see Configure Call Transcription.
- For Agentforce Contact Center Voice, see Enable Recording and Transcription.
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.
- From Setup, in the Quick Find box, enter Flows, and then select Flows.
- Under All Flows, select Check Service Plan Eligibility for VoiceCall.
- On the Flow Builder canvas, select the Is Voice Session Eligible for Service Plan? Decision element.
- On the Yes tab, under Outcome Details of the Decision element properties, delete the ineligibilityReason resource. Keep all others.
- 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.
- Click Save as New Flow.
- In the Save As window, enter a name and an optional description, and then click Save.
- Activate your flow and exit Flow Builder.
- From the Flow Builder setup page, go to your eligibility flow.
- Click the dropdown list next to the flow, and then select Edit Access.
- Select Override default behavior and restrict access to enabled profiles or permission sets.
- 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.
- From Setup, in the Quick Find box, enter Permission Sets, and then select Permission Sets.
- On the Permission Sets page, click New.
- 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.
- Click Save.
- On the Permission Sets page, select Voice Call Eligibility Flow Access or the name that you provided.
- On the permission set detail page, under Apps, select Flow Access.
- In the Flow Access section, click Edit.
- Add your voice call eligibility flow to the Enabled Flows section.
- Save your work.
- 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.
- 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.
- In the Flow Label field, select your eligibility criteria flow.
- In Input Variables, select your variable.
- In Output Variables, set the Eligibility Result Variable and Ineligibility Reason Variable fields.
- Save your work.
After you add your flow to Service Assistant, your eligibility criteria setup is complete. Go to the Turn on Service Assistant for Voice section of the Setup page.
Turn On Service Assistant for Voice
Turn on the features that activate Service Assistant for Voice.
-
Go to the Turn on Dynamic Service Plans section, and then turn on the toggle.
-
Go to the Turn on Service Assistant for Voice section, and then turn on the toggle.
Next, go to the Set Up Your Agent Assignment section.
Set a Default Agent
Because Service Assistant supports multiple agents, set a default agent in the Set Up Your Agent Assignment section of the Setup page 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 a use case that you want to test. You don't need to set a flow at this time. The remaining setup procedures guide you through assigning permissions, adding the component to the record page, and validating that a service plan generates, which is based on the single agent you set as your default agent. Setting up and testing multiple agents isn't covered here because setup requires additional time and testing. See Multiple Agents in Service Assistant.
- In the Set Up Your Agent Assignment section, under Set a Default Agent, select your agent.
- Don't set a flow in Define Your Multi-Agent Assignment Criteria.
- Save your work.
Next, assign the permissions that grant users access to Service Assistant for Voice.
Assign Service Assistant for Voice Permissions
Assign permissions that grant users access to Service Assistant for Voice.
When you create a Service Assistant agent, the ServicePlanner User (the agent user) is automatically assigned the Service Planner Agent User and Agentforce_Service_Assistant Permissions permission sets. To generate service plans for voice, the agent user requires a custom permission set that grants object and app access to the Voice Call object.
Also, make sure service reps have the Voice Eligibility Flow Access custom permission set assigned. Without it, the eligibility criteria flow doesn't run when a service rep opens the record page.
- From Setup, in the Quick Find box, enter Permission Sets, and then select Permission Sets.
- Create an Agent Voice Access custom permission set that grants Access Conversation Entries and View All Voice and Video Calls app permissions.
- Assign the Agent Voice Access custom permission set to the ServicePlanner User, and then confirm your users have these permissions.
| Persona | User License | Standard Permission Sets | Custom Permissions |
|---|---|---|---|
| Service Assistant Admin | Salesforce | Service Planner Builder | Voice Eligibility Flow Access |
| Service Rep | Salesforce |
|
Voice Eligibility Flow Access |
| ServicePlanner User (agent user) | Einstein Agent |
*This is a default name provided by Agentforce. If you provided your agent a specific name in the Agent Creator, then the permission set name matches your agent name. |
Agent Voice Access permission set Required app permissions:
|
Next, add the Service Assistant component to the Voice Call record page.
Set Up the Service Assistant Component for Voice
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.
- From the Voice Calls list page, open a record that meets your eligibility criteria.
- On the record page, click the Gear icon, and then select Edit Page.
- In the Components menu, search for and select Service Assistant, and then add the component anywhere on the canvas.
- Click Save, and then click Activate.
- 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 (1), the service plan starts automatically and the first step of the plan appears (2). There’s no Start Plan button. Service Assistant is active and processes a service plan only when the record owner is a human user. It doesn't process requests when any other user owns the record, such as a bot or queue.
What counts as enough context to start the plan depends on whether there’s an issue or problem clearly defined in the transcript (1). There's no standard threshold for the number of messages required to have the first step of the plan show in the component. Plan processing and initiation depend on the telephony model, transcript processing time, and clarity of the messages in the transcript.
To test your configuration, start a voice call and complete a full service plan.
- Confirm that Service Assistant shows 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.
- Use the agent chat to ask for knowledge information, run actions, and draft plan summaries. If there is no activity, make sure you have the General CRM and General FAQ subagents assigned to Service Assistant.
If a plan doesn’t start:
- Check the permissions for your agent user (ServicePlanner User).
- Make sure your agent is active in the agent builder.
- Check your eligibility flow configuration and required access. All users require direct access to the flow, even if you have the Run All Flows app permission.
- Make sure you have assigned a default agent in the Service Assistant Setup page.
For more detailed testing and troubleshooting guidance, see Test Service Assistant.
If you haven't already attached a data library to your agent, review our knowledge grounding setup guidance in Set Up Knowledge Grounding. Knowledge grounding requires extra permissions plus additional testing and validation to make sure that your service plans are grounded in your knowledge base. We provide details on our recommended configuration, what to expect when referencing citations, and troubleshooting information.
We only officially certify the use of the knowledge data library type for Service Assistant. However, this doesn’t prevent you from setting up and testing other data types (file upload, custom retrievers, and web search), but we don't provide setup guidance or recommendations specific to those data types for Service Assistant. All set up and usage follows the general Agentforce guidance. For details on custom retrievers, see Retrieve Data.
