---
schema_version: "1"
id: b1110ea353502f98114422038966e385251311a64fb3b0cb583605c05ae3af8a
title: Contextualize Dynamic Service Plans with Citations
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/262-0-0/rn_sra_step_citations.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_sra_step_citations.htm&release=262.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 825d1df4e51a55edde882106e63f330384cc1b0ed54a1f37dc4a3f0a22c819d7
description: Build trust and transparency in service plans with citations of the knowledge articles that are used to create the step. Each step created from your knowledge articles now cites its source, so service reps can quickly verify the guidance and access the knowledge article directly from the step.
products:
  - Cross Cloud
release: "262"
---
# Contextualize Dynamic Service Plans with Citations

Build trust and transparency in service plans with citations of the knowledge articles that are used to create the step. Each step created from your knowledge articles now cites its source, so service reps can quickly verify the guidance and access the knowledge article directly from the step.

**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 set up dynamic plan citations, Salesforce admins need the Service Planner Builder permission set, and Knowledge User is enabled on the user record.
- To view dynamic plan citations in plan steps, service reps need the Service Planner User permission set and the Service Rep Knowledge Access custom permission set that includes these permissions.
    - App permission: Allow View Knowledge
    - Knowledge object permissions: Read, View All Records, View All Fields
- To ground service plans in knowledge articles and cite the articles in a step, the ServicePlanner User (agent user) requires the Agent Knowledge Access custom permission set.
    - App permission: Allow View Knowledge
    - Knowledge object permissions: Read, View All Records, View All Fields. Grant access to any custom Knowledge record types.
    - Data Category Visibility: Grant access to the data categories that are assigned to your knowledge articles.

**How:** Set up an Agentforce Data Library using the Knowledge data type and assign the library to your agent. Then enable Show Sources. If you’re an existing Service Assistant customer with an active knowledge data library assigned to Service Assistant, you don’t need to make any updates. Your data library works as-is if you choose to use dynamic plans. This setup only applies to the Knowledge data library type. Only the knowledge data library type is officially certified for use in Service Assistant. While you can choose to set up and test other data types, we don’t provide set up guidance or best practices.

![Dynamic plan citations](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-release-notes-salesforce_release_notes-262-0-0-production-enus/e945111b-3e0a-4011-accc-d5949363bfcc/salesforce_release_notes/images/rn_sra_dynamic_citation.png)