---
schema_version: "1"
id: c675559a6898c1c1426da5483484ccf274deb2a7474d1e06abe312e490c0a9bb
title: Automate Service Plans with Agent Actions
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/262-0-0/rn_sra_actions.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_sra_actions.htm&release=262.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 3481e9e6c9e6fd839eda9907a74fea1b7a51c0255f15c836195889ea7c62d665
description: Service Assistant now supports standard and custom agent actions to automatically complete service plan steps.
products:
  - Cross Cloud
release: "262"
---
# Automate Service Plans with Agent Actions

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](https://help.salesforce.com/s/articleView?id=ai.agent_actions_common_perms.htm&type=5&language=en_US).

**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.

#### See Also

- [_Salesforce Help_: Grounding Service Assistant with Agent Actions](https://help.salesforce.com/s/articleView?id=service.sp_actions.htm&language=en_US)
- [_Salesforce Help_: Common User Access for Agent Actions](https://help.salesforce.com/s/articleView?id=ai.agent_actions_common_perms.htm&language=en_US)
- [_Salesforce Help_: Enhance Agent Actions with Custom Lightning Types](https://help.salesforce.com/s/articleView?id=ai.copilot_actions_enhance.htm&language=en_US)