Agentforce Service Assistant

Get ready for a new Service Assistant experience. Evolving beyond static checklists, Service Assistant now delivers conversational, real-time issue resolution guidance. Service Assistant conversationally guides service reps step-by-step through issue resolution, continuously monitors the record for new information, and dynamically updates the plan in real time by surfacing knowledge information and completing step tasks with agent actions. In addition, Service Assistant provides a dedicated agent chat experience, providing service reps additional issue-resolution support where they can launch actions and look up knowledge information on demand. Further, Service Assistant now supports messaging sessions to provide reps real-time resolution guidance that keeps pace with the fluid, fast-moving conversations. You can also create multiple Service Assistant agents so that you can specialize each agent to a business unit, record type, or queue.

For a general overview of the changes and new experience, see Operational Considerations.

At this time, Service Assistant isn’t supported in the new Agentforce Builder. Starting in July 2026, the requirement that new agents can only be created in the new Agentforce Builder doesn’t apply to Service Assistant. Continue to use the legacy builder. We’ll provide a release note before Service Assistant is supported in the new builder.

If you can't access the legacy builder, go to the new Agentforce Builder and select Agentforce Service Assistant. You're automatically routed to the legacy builder.

Certain features described in the release notes became available in July and August 2026. We include those release notes with the Winter ‘27 release to make sure they’re visible. The When section of the release note indicates the availability of the feature.