Create multiple Service Assistant agents that are specialized with specific subagents and instructions to provide tailored support for particular business units, products, or channels.
Where: This change applies to Lightning Experience in Enterprise, Unlimited, and Developer editions with Einstein for Service, Agentforce for Service, and Agentforce 1 add-on licenses. This feature also requires the Service Planner Add-on license.
Feature Support: This feature is supported in Service Assistant for Case and Messaging.
When: This feature is available for Service Assistant for Case starting June 30, 2026. The feature is in preview for Service Assistant for Messaging and is available starting July 21, 2026.
Who:
- To set up multiple Service Assistant agents, Salesforce admins need the Service Planner Builder permission set.
- To create service plans on records assigned to different agents, service reps need the Service Planner User permission set.
- The ServicePlanner User (agent user) doesn’t require any specific permissions to access this feature.
Why: Previously, you were limited to a single Service Assistant agent. Now, you can create up to 150 agents, each equipped with specific subagents, instructions, and data libraries so that you can tailor support to specific business units, products, or record types.
How: To configure record assignment across multiple Service Assistant agents, ensure your eligibility flow is active and you have at least two Service Assistant agents created with subagents. Then, build an autolaunched flow based on your business needs that routes records to your agents. We don't provide a flow template. Afterward, connect it to Service Assistant in the Setup page and set a default agent. A default agent is used when the flow returns an empty or null value or the agent assigned to the record is deactivated. If you have an active Service Assistant implementation before the general availability of this feature, your existing agent is automatically set as the default agent.
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