Expand the capabilities of Agentforce Service Assistant by adding the Case Feed and Messaging Session and Voice Call records as grounding sources to improve service plan accuracy and relevance. We've also added translation support, allowing service plans to be presented in the service rep's preferred language.
- Draft Service Plans in Service Rep's Preferred Language
Have service reps work Cases faster using service plans that are translated into their preferred language. When service reps draft a service plan, the plan is generated in your company’s preferred language. Additionally, when have Real-Time Translations enabled, the service plan is then translated into the service rep's preferred language. - Use Case Feed as the Latest Grounding Source to Strengthen Service Plans
Adding Case Feed data to Service Assistant improves the accuracy and relevance of Service Plans. This richer, more contextual case activity enables the assistant to deliver more informed, relevant recommendations. - Add More Context to Service Plans with Messaging Session and Voice Call Record Grounding
Enhance the accuracy and details of service plans by grounding Service Assistant in Messaging Session and Voice Call records. When these records are attached to a case, Service Assistant analyzes the transcripts to create a case summary that summarizes what took place in the conversation and drafts a service plan that continues from where the conversation ended. The grounding process boosts rep productivity by ensuring the service plan continues exactly from where the prior interaction left off and avoids repeating steps and manual context gathering. - Draft Comprehensive Service Plans with Expanded Data Access
Service Assistant now drafts all service plans based on the permissions of the ServicePlanner User (the digital agent), rather than the individual service rep. This ensures that every service plan contains the most detailed information, regardless of an individual rep's field-level access or sharing rules.