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.
Where: This change applies to Lightning Experience in Enterprise, Unlimited, and Developer editions with Einstein for Service, Agentforce for Service, and Agentforce 1 editions.
When: This feature was originally released on December 18, 2025. We’ve included it in the Spring '26 Release Notes to increase the visibility of the feature.
Who: This change applies to the ServicePlanner User and service reps.
Why: Previously, plans were drafted based on the service rep's permissions, which could limit the inclusion of relevant data based on field-level access, object access, and sharing rules. For example, by using the ServicePlanner User's permissions for plan generation:
- Service plans now include all fields and object information set in your Service AI Grounding configuration, even if the service rep doesn’t have field-level access.
- Plan steps are always grounded in your relevant knowledge articles, even when the service rep doesn’t have access to the articles used to create the plan.
How: The feature is enabled by default, so no action is required. However, you should review your configurations for all grounding sources. To learn more about how permissions determine data access for each Service Assistant feature, see Service Assistant Grounding Data Access.