Test Guidance Plans

• How to Test Guidance Plans
• Draft and Evaluate the Case Summary and Service Plan Summary
• Troubleshoot Summary Error Messages
• Draft a Service Plan and Troubleshoot Error Messages
• Review a Service Plan
• Troubleshoot Drafted Service Plans and Knowledge

How to Test Guidance Plans

A guidance plan is a static, checklist-style plan for cases that you draft and redraft manually on the case record page. To test guidance plans, draft them on case records. Service Assistant provides service plans through a Lightning web component, so they can’t be tested in the Agentforce Builder or Agentforce Testing Center.

Draft and Evaluate the Case Summary and Service Plan Summary

To start the testing process, open an existing case or create a new one. Make sure that the case meets your eligibility criteria.

When you open or create a case, Service Assistant drafts a service plan summary that includes a summary of the case and a general overview of the resolution steps, known as summary steps. Here is an example.

Every case summary begins with Service Plan Available: followed by the subagent name.

The level of detail of both the case summary and summary steps varies and is based on the amount of information in the case, what fields and objects you have set in your Service AI Grounding configuration, and the amount of information in subagents, instructions, and knowledge articles. Generally, when you have a more detailed service plan summary (as shown above), you can expect the drafted service plan to be fairly detailed.

Specifically, the Subject and Description fields are critical because Service Assistant uses them to categorize the case and match it to a subagent. Although Service Assistant grounds on additional fields and objects set in your Service AI Grounding configuration, the Subject and Description need clear, specific information to generate an accurate plan. Generally, the more detailed the fields are, the better the match.

Troubleshoot Summary Error Messages

If the plan summary generation doesn’t start or you see the listed error messages, take these troubleshooting steps.

Error Messages

• We couldn’t draft a service plan summary. We’ll keep trying, but if the issue continues, contact your Salesforce admin.
• There’s not enough information to draft a service plan summary. Add more details, then check back here.
• We couldn’t draft a service plan because no relevant subagents exist. Ask your Salesforce admin to create one, or add more context to the item.

Troubleshooting Steps

• Make sure you have the right permissions. Admins require the Service Planner Builder and Agentforce Default Admin permission sets. If you use knowledge grounding, make sure you have the Data Cloud Architect permission set with access to the default data space. Service reps require the Service Planner User permission set and Access Agentforce Default Agent permission set.
• Make sure the ServicePlanner User has these permission sets assigned: Service Planner Agent User, Agentforce_Service_Assistant Permissions, and Data Cloud User.
• The case has a clear, descriptive subject that relates to your subagent.
• The case has sufficient detail in the description about the issue or request. We recommend 1–2 sentences.
• Review your Service AI grounding configuration. Make sure that all the fields and related case objects you want to ground on are selected. Then review the data of these fields in the case. Make sure there is clear and non-conflicting information in your grounding fields or case feed, comments, and emails. Conflicting information can result in less detailed or unclear case summaries and summary steps.
• Make sure your knowledge articles contain accurate, comprehensive, and well-structured information. Service Assistant includes knowledge information in the summary steps.
• If you see the error message “We couldn’t draft a service plan because no relevant subagents exist. Ask your Salesforce admin to create one, or add more context to the item,” this means that Service Assistant can’t find a subagent that matches the case details. The previous two troubleshooting steps apply. In addition, review your subagents and instructions. Make sure they follow the guidelines in Grounding Service Assistant with Topics and Topic Best Practices.
  • Make sure that relevant subagents and instructions are created for the case.
  • Make sure each subagent has a distinct title like “Return Request” or “Refund Request.”
  • Don’t create generic, catch-all subagents like “Case resolution assistance.” Subagents describe your company’s specific policies and standards for resolving a particular case type. A subagent titled “Case resolution assistance” is too broad and prevents Service Assistant from matching cases to the right subagent. Instead, create distinct subagents that each address one specific case category, such as “Product Defect Report,” “Billing Dispute,” or “Account Access Issue.”
  • Break down case types into subagent categories. For example, use a broad subagent like “Return Request” for general information on how to process returns. This is best for when the case doesn’t mention an explicit item. For return processes that vary in scope and processes, create individual return request subagents like “Shoe Return Request.” These are simple examples, but the idea is to make sure that you have enough information in your subagents and instructions that try to address the varying levels of information a specific case can have.
  • Don’t include several pieces of information in one instruction as the following example shows. Each instruction needs to outline a singular task or process that’s required for resolving the issue.

After you update your data or sources, clone the case to draft a new service plan summary. You can’t redraft a service plan summary.

Draft a Service Plan and Troubleshoot Error Messages

After you have a successful plan summary, click Draft Plan to start the drafting process.

Error Messages

• If you see the error message “To create a service plan, save your changes and try again,” make any edit to the case Subject or Description, such as adding an extra period. Then save your changes. Service Assistant automatically starts to draft a service plan.
• If you see the error message “Looks like the issue is resolved, so there’s no need for a service plan” and the Draft Plan button is disabled, it means the case contains information in the Subject, Description, case comments, case feed, or case emails that indicates the case or issue is resolved. Remove that information, and then refresh the page. The Draft Plan button shows.

Review a Service Plan

After your service plan is drafted, evaluate it for accuracy and relevance. Service plans are separated into several sections to guide case resolution: Gather Information, Work the Issue, Resolve the Issue, and Wrap Up.

“Gather Information” is always included, but the appearance of the other sections depends entirely on the amount and clarity of your grounding sources. The more detailed your grounding data, the more comprehensive the plan.

Subagent-Based Steps

• Steps created from subagent instructions are formed directly from the guidance you provide in each instruction. From the sample service plan, a subagent-based step is “Conduct identity verification to ensure the user’s eligibility for document processing.”
• If a step relies only on a subagent (without knowledge grounding), it doesn’t include any citation links.
• The subagent that matched to your case is used to generate the plan. The subagent name is listed at the top of the service plan (Travel Documentation).

Knowledge-Based Steps

Service plans are grounded in your knowledge articles when you set up a data library using the knowledge data type and have Show Sources enabled. See Set Up Knowledge Grounding.

Display and Navigation

• Each step created from a knowledge article is cited with a number at the end of the step in the form of [1]. The citation contains a hyperlink to the corresponding entry in the Sources section at the bottom of the component that lists the name of the knowledge article. To show citations, enable Show Sources in your data library setup.
• The list of sources shows the name of the knowledge article used to create the plan steps.
• Each entry in the Sources section contains a link to the article used to create the step. In the example, the source listed links to the article that created the steps: Handling Returns.
• When a knowledge article is used to create multiple steps, the article is cited in all steps with the same citation number and that number corresponds to the entry in the Sources section. For example, every [1] in the drafted service plan above corresponds to the first article (Travel Documentation) in the Sources section.
• A step can be created from both a subagent and a knowledge article.
• A step can be created from multiple knowledge articles. This is indicated when you see two or more citations at the end of a step, like [1][2].

Considerations

• If a knowledge article cited in a service plan is deleted after the plan is drafted, the citation number is removed from the plan step, and the article is removed from the Sources section. The knowledge content included in the steps remains in the plan. However, if a service rep redrafts the plan, the steps originally created from the deleted article are removed.
• If a knowledge article cited in a service plan is archived after the plan is drafted, the citation remains in the plan step and the article remains listed in the Sources section. However, if a service rep redrafts the plan, the citation is removed from the step and the Sources list. The steps originally created from the archived article are also removed.

Non-Grounded Steps

Service Assistant can propose its own steps that aren’t based on your grounding sources. Such steps are indicated with an (*). Proposed steps show when there isn’t enough information in your subagents, instructions, or knowledge articles.

This example shows that the first step is created from a knowledge article, as indicated by the citation of [1], but the agent adds its own information when creating the step.

Redraft a Plan

Guidance plans are static and don’t update on their own. Updates to your subagents, instructions, or Service AI Grounding configurations are considered new information for the case, which triggers the Redraft Plan button to show. To test your updates, click Redraft Plan and review the regenerated steps.

Troubleshoot Drafted Service Plans and Knowledge

If you find that the information in your service plans is incorrect or lacking detail, review these troubleshooting steps. These general troubleshooting steps only apply to evaluation of the amount and quality of information presented in the plan. If you are looking to resolve an error message, review the guidance in the previous section and in Troubleshoot Service Assistant Error Messages.

General Troubleshooting

• Confirm that there is relevant and enough information in the Subject and Description fields. One or two sentences for the Description works well. The information should have keywords that match your subagent and related instructions.
• Confirm you have all relevant fields set for grounding in your Service AI Grounding configuration.
• Confirm that there is relevant and enough data in all other Case fields you use for grounding that are set in your Service AI Grounding configuration.
• Deactivate your agent and update your subagents and instructions or your Case grounding configurations in Service AI Grounding Setup.
• Rewrite your subagents using different conditional logic, best practices, and guidelines listed in Grounding with Topics.
• If you use the auto-generated subagent and instructions in the Agentforce Builder subagent guided setup, complete a thorough review to make sure it aligns with company policies and standards.
• Perform a sanity check of your updates using the Conversation Preview Panel in the Agentforce Builder. Enter statements that are relevant to the Case type and confirm that Agentforce selects the right subagent.
• When your modifications and sanity check are complete, activate the agent, refresh the Case record page, and draft a new service plan by clicking the Redraft Plan button. Updates to your subagents, instructions, or Service AI Grounding configurations are considered new information for the Case. This triggers the Redraft Plan button to show.

Knowledge Troubleshooting

If knowledge articles aren’t cited, the cited articles aren’t relevant, or you see the general error messages, try these general troubleshooting steps.

General Error Messages

• Something went wrong while creating a plan. Ask your Salesforce admin to review the data library configuration.
• I couldn’t find any sources to cite. Ask your Salesforce admin to check the data library configuration.
• We couldn’t show any sources. Ask your Salesforce admin for help.

Check User Permissions and Data Access

• Confirm your agent is active.
• Confirm all users have the correct knowledge grounding permissions. See Best Practices for Grounding Service Assistant in Knowledge . Pay close attention to the ServicePlanner User’s permissions. Check that it has the Data Cloud user permission set and that the user has access to any custom record types and to the data categories assigned to your knowledge articles.
• Confirm that you (the admin), service reps, and the ServicePlanner User have access to the default data space on their permission sets. Generally, only the Service Assistant Admin needs access to the default data space that’s enabled on the Data Cloud Architect permission set. However, providing service reps access to the default data space is recommended when your knowledge articles aren’t included in your drafted plans. You can grant default data space access through either the knowledge custom permission sets or the standard Service Assistant permission sets. See Default Data Space Access.

Review Your Knowledge Grounding Setup

• Make sure your articles are public and published. Knowledge articles that are publicly available have IsVisibleInPkb set to True.
• Make sure you have Show Sources enabled in your data library configuration.
• Make sure your data library has your latest knowledge base information by rebuilding the search index. Although your data library search index refreshes every day, manually rebuild it to sync your data library with your latest knowledge base updates. We recommend rebuilding your search index when you add, modify, or remove knowledge articles. See Rebuild a Search Index Configuration.
• Double-check your data category settings and access. Make sure that your data categories are visible and that any data categories set for your knowledge articles match the data category filtering set in the Knowledge tab of your data library.
• Review your articles to make sure that the structure and format match the identifying and content fields you’ve set in your data library. Identifying fields are used to search your knowledge base to find relevant articles that match the case details. Content fields are used to extract key information from the knowledge articles to create plan steps.
  • For identifying fields, select fields that provide a concise summary of the article, like Title, Summary, and Question.
  • For content fields, select the fields that have the most content, like Answer and Detail.
  • Make sure to apply any custom knowledge fields into your Identifying and Content field configuration.
• Review or add a knowledge article Summary to briefly describe the article and its scope. Having a summary improves search results. Include phrases that are commonly found in the case details to describe the issue or request.
• Make sure the content of your articles contains keywords and information related to information found in the case.

Case Content

• Review the case subject, description, and fields set in your Service AI Grounding configuration to confirm there’s enough information in each field and that the information is relevant to the knowledge articles you expect to show.
• Review the case comments and case feed if you’ve selected those as grounding sources. Make sure there is relevant information and the information doesn’t conflict with your knowledge articles you expect to show.

Targeted Error Message Troubleshooting

• I couldn’t find any sources to cite. Try redrafting the service plan. If the issue continues, ask your Salesforce admin to contact Salesforce Customer Support for help with the data library retriever.
• I couldn’t find any sources to cite. Ask your Salesforce admin to contact Salesforce Customer Support for help with the data library retriever.

These error messages indicate a technical error with your data library retriever. Try these troubleshooting steps. If the issue persists, contact Salesforce Customer Support.

• Rebuild your search index. The name of your search index is the same as your data library. Rebuilding can take time based on the size of your knowledge base. After the rebuild is complete, refresh the case record page and redraft the service plan by making any edit to the Subject or Description fields and then clicking Redraft Plan.
• Activate or deactivate your retriever. Confirm your knowledge data library retriever is activated. Alternatively, deactivate and reactivate your data library retriever. The name of your retriever is the same as your data library. Afterward, refresh the case record page and redraft the service plan by making any edit to the Subject or Description fields and then clicking Redraft Plan.