Service Assistant now supports standard and custom agent actions to automatically complete service plan steps.
Where: This change applies to Lightning Experience in Enterprise, Unlimited, and Developer editions with the Agentforce for Service or Agentforce 1 add-ons. This feature requires the Service Planner and Adaptive Experience add-ons.
Feature Support: This feature is supported in Service Assistant for Case and Messaging.
When: This feature is available starting July 21, 2026.
Who:
- To create agent actions in Service Assistant, Salesforce admins need the Service Planner Builder permission set.
- To use actions in Service Assistant, service reps need the Service Planner User permission set.
- To show actions in plan steps and execute actions, the ServicePlanner User (the agent user) needs access to the functionality of the action: prompt templates, flows, and Apex actions. All actions execute under the ServicePlanner User’s permissions. See Common User Access for Agent Actions.
Why: Previously, service plans only provided text-based, check-list style steps for reps to complete manually. Now, Service Assistant identifies opportunities to automate steps by comparing the record details and grounding sources (subagent instructions and knowledge articles) against your action descriptions. When Service Assistant identifies a relevant action that can automate the step, it surfaces the action directly in the plan and executes the action. Actions bring true automation to service plans to help service reps resolve issues faster.
How: Go to your Service Assistant agent in the Agentforce Builder, create your actions, and grant the ServicePlanner User access to the functionality of the action. You must create actions specific to your business needs. We don’t provide standard actions for Service Assistant. We provide guidelines and best practices for configuring actions for Service Assistant. Custom Lightning types are supported. Setup of actions and custom Lightning types follows the standard Agentforce process.