Troubleshoot Service Assistant Error Messages

• A service plan isn't available because the eligibility requirements aren't met. Ask your Salesforce admin for details.
• This case isn't eligible for a service plan yet. To create service plans, try a different case or ask your Salesforce admin to update the eligibility criteria.

• Make sure that your eligibility flow is activated.
• Make sure that you added your flow to the setup page.
• Review and update the criteria set in your flow.

• Make any simple to the Subject or Description, like adding a period. Then click Redraft Plan.
• If you don’t see the Redraft Plan button, refresh the page.

• We couldn’t draft a service plan summary, but we'll keep trying. If the issue continues, contact your Salesforce admin.
• We couldn’t draft a service plan summary. Contact your Salesforce admin for help.

• Confirm that the mandatory permissions are assigned to all users. See Permissions and Licensing.
• If you ground on case emails, case comments, or the case feed through Service AI Grounding, make sure the ServicePlanner User has access to the objects.
• If you use knowledge grounding, confirm all users have the correct custom permissions for knowledge grounding. See Knowledge Grounding Best Practices and Permissions. Specifically, check that the ServicePlanner User (agent user) has the Data Cloud user permission set and that the user has access to any customer record types, fields, and data categories.
• For knowledge grounding, grant the ServicePlanner User access to the default data space on any assigned permission set. While this isn’t mandatory as part of users' required permissions, it can resolve general data library access issues. See Associate a Permission Set with a Data Space.

• Make sure that the case has a clear, descriptive subject that relates to the topic you expect to be matched for the case.
• Make sure that the case has sufficient detail in the description about the issue or request. We recommend one or two sentences.
• Review your Service AI grounding configuration. Make sure that all the fields and related case objects that you want to ground on are selected. Then review the data in these fields. Make sure that the information in your grounding fields or the case feed, comments, and emails are clear and non-conflicting. Conflicting information can result in less detailed or unclear case summaries and summary steps.
• Make sure that the ServicePlanner User has access to case comments, case emails, and the case feed.

Topics in Service Assistant must relate to a specific issue or business process, such as “Transaction Declined” or “Processing Returns.” The following troubleshooting steps summarize key concepts from Grounding with Topics, Topic Best Practices, and Topic Strategy. For more detailed guidance, see those resources.

• Avoid generic titles like "Case resolution assistance," which are too broad for Service Assistant to match cases accurately. Instead, create distinct topics that each address one specific case category, such as "Product Defect Report," "Billing Dispute," or "Account Access Issue."
• Categorize topics by case type. For example, use "Return Request" for general inquiries, but create more specific topics like "Shoe Return Request" if processes vary by product.

• Make sure that each instruction outlines only one task. Multiple steps in a single instruction can reduce accuracy.

  Example of what to avoid: "Make sure that the customer has provided the required information, including a valid return date, customer name, and receipt or order number. After you have the required information, confirm the purchase in the return management system. In addition, send an email to the customer that the information is complete and valid."

General errors:

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

These errors are due to issues with permissions or the data library configuration. Review the general troubleshooting guidance in Troubleshoot Knowledge.

If the issue persists after taking the general troubleshooting steps, try the targeted troubleshooting listed in the next row.

If there’s no resolution after completing the targeted troubleshooting, contact Salesforce Customer Support. The error is likely due to a techncial issue with Data 360.

Targeted errors:

• 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.

There's a technical error with your data library retriever.

• 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. After, 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.
• Run the targeted troubleshooting test in Troubleshoot Knowledge.

There’s a configuration issue with your search index or retriever. Service Assistant can’t find similar cases.

Here are the most common troubleshooting steps. The same checklist appears in Set Up Similar Cases on Help.

Confirm that general setup is complete

• From the Service Assistant Setup page, remove your selected retriever. Then turn off the Similar Cases feature and turn it back on. Then draft a new service plan.
• Confirm that your data stream, search index, and retriever are active.
• Confirm that the search index Last Run Status shows Ready before you expect results in Service Assistant. If you don’t see Ready, rebuild your search index or create a new one.

Review the search index configuration.

• Review your chunking and filter conditions set in your search index. Make sure that you set the Subject and Description as fields for chunking. Follow the guidance in Step 3 of Set Up Similar Cases.
• Review and modify any other fields you selected for chunking and filtering. Make sure they’re included in your search index chunking and filtering configuration and are available when you configure your retriever.
• If you set a date range in your search index, review and modify the range.

Review your retriever settings.

• Review the filter settings in your search index and in your retriever. If you filter by the Closed field or any picklist field, make sure that the Value field is set to “true”. The “t” must be lowercase.
• Confirm that you selected the right retriever and that it's an individual retriever. The Similar Cases feature doesn't support ensemble retrievers.
• For the data retriever, increase the number of results returned to 50.
• In the AI Models tab of Data 360, go to your retriever and open the Retriever Playground. Run queries similar to real case subjects and descriptions. Only results with a similarity score of 0.6 or higher appear in Service Assistant. If you see no cases or only low-scoring cases, adjust your test queries in the playground. Update your filters, widen the date range, or improve case field content. If more accurate cases are returned, apply the changes you made to your search index and retriever.