---
schema_version: "1"
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title: Agentforce Service Assistant
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/264-0-0/rn_ai_agents_sa.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_ai_agents_sa.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: af5da21215f9c42bc8adb89e0dd9a1d8ed7786dd12e1be1d5bd3ccab472bd48e
description: 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.
products:
  - Cross Cloud
release: "264"
---
# 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.

![Example of Service Assistant in the new experience](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-release-notes-salesforce_release_notes-264-0-0-production-enus/550ba85b-db1a-4608-9cd4-9a65ec96e1fa/salesforce_release_notes/images/rn_sra_new_experience_example.png)

For a general overview of the changes and new experience, see [Operational Considerations](https://help.salesforce.com/s/articleView?id=service.sp_considerations_ops.htm&type=5&language=en_US).

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.

## Service Assistant Monthly Release Notes

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

Service Assistant releases features as often as monthly, so check here for the latest release notes.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:20%">
          <col style="width:80%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d122637e77">Month</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d122637e80">Feature Releases</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Month" class="slds-cell-wrap" style="vertical-align:top;" headers="d122637e77 ">November ‘26</td>

            <td data-label="Feature Releases" class="slds-cell-wrap" style="vertical-align:top;" headers="d122637e80 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_sra_status_dp_vc_msg.htm&amp;release=264.0.0&amp;type=5" title="When service reps accept a messaging session or voice call and open the record page, Service Assistant now shows “Service Assistant is listening…” in the component to let service reps know that it’s active and processing the record details. After Service Assistant identifies the customer’s issue, it then shows “Service Assistant is working on it…” to let them know that it’s generating a service plan. Previously, service reps saw a static component with no status indicator while Service Assistant processed the initial chat messages and call transcript. After Service Assistant identified the issue, the service plan appeared automatically, with no status indicator to show that Service Assistant was generating it.">Know When Service Assistant Is Active for Messaging and Voice Dynamic Plans with Status Indicators (Preview)</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Month" class="slds-cell-wrap" style="vertical-align:top;" headers="d122637e77 ">October ‘26</td>

            <td data-label="Feature Releases" class="slds-cell-wrap" style="vertical-align:top;" headers="d122637e80 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_sra_rrg_msg.htm&amp;release=264.0.0&amp;type=5" title="Give service reps more contextual, detailed plan steps for messaging sessions by grounding Service Assistant in related record data using the Messaging Session Related Record Details prompt template we provide you. By default, the prompt template retrieves Account and Case data related to the messaging session, which Service Assistant references when it creates plan steps. To add data from other objects and fields, modify the prompt template. Previously, Service Assistant for Messaging grounded only in standard grounding sources: the conversation transcript, knowledge articles, and context variables.">Ground Messaging Service Plans with Related Record Data</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_sra_rrg_vc.htm&amp;release=264.0.0&amp;type=5" title="Give service reps more contextual, detailed service plans for voice calls by grounding Service Assistant in related record data using the Voice Call Related Record Details prompt template and Get Related Record Details for a Voice Call template-triggered prompt flow we provide you. The prompt template retrieves standard and custom Voice Call fields that you specify, and the flow retrieves pre-set Account and Case field data. Service Assistant references both when it creates service plan steps. Previously, Service Assistant for Voice grounded only in standard grounding sources: the conversation transcript, knowledge articles, actions, and context variables.">Ground Voice Service Plans with Related Record Data</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_sra_status_dp_case.htm&amp;release=264.0.0&amp;type=5" title="Service reps now see a status indicator in the Service Assistant component that shows “Service Assistant is working on it…” while Service Assistant processes the record details. Previously, reps waited for the service plan summary to appear without knowing whether anything was happening.">Know When Service Assistant Is Active for Case Dynamic Plans with a Status Indicator</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Month" class="slds-cell-wrap" style="vertical-align:top;" headers="d122637e77 ">September ‘26</td>

            <td data-label="Feature Releases" class="slds-cell-wrap" style="vertical-align:top;" headers="d122637e80 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_sra_vc.htm&amp;release=264.0.0&amp;type=5" title="Service Assistant brings real-time, conversational issue resolution guidance to voice calls. During voice calls, service reps receive dynamic, step-by-step service plans that adapt instantly to the live conversation. Service Assistant provides resolution guidance grounded in your knowledge base and can complete tasks directly with agent actions. Service reps can also get on-demand support from the Service Assistant chat box.">Provide Service Reps Dynamic, Real-Time Issue Resolution Guidance for Voice Calls</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_sra_regrounding.htm&amp;release=264.0.0&amp;type=5" title="Service Assistant for Case now regenerates the current dynamic plan step in real time when a case field is updated, a case comment is added, or an existing comment is edited. Previously, Service Assistant tracked case field and comment updates but didn't apply them until the active step was completed and the next step was created. Automatic regeneration only occured for new case emails.">Update Case Grounding Data in Real Time as Fields and Comments Change</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_sra_auto-scroll.htm&amp;release=264.0.0&amp;type=5" title="You can now turn auto-scroll on or off for the Service Assistant component. With dynamic service plans, Service Assistant creates plan steps quickly as the record updates in real-time and automatically scrolls service reps to the latest step at the bottom of the component when it's generated, even if a rep is still working on previous steps. Previously, auto-scroll was always on and you couldn't turn it off.">Turn Auto-Scroll On or Off for the Service Assistant Component</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Month" class="slds-cell-wrap" style="vertical-align:top;" headers="d122637e77 ">August ‘26</td>

            <td data-label="Feature Releases" class="slds-cell-wrap" style="vertical-align:top;" headers="d122637e80 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_sra_ccu.htm&amp;release=264.0.0&amp;type=5" title="Help your reps get up to speed on ongoing messaging sessions without reading through an entire transcript. Conversation Catch-Up surfaces an AI-generated summary card in Service Assistant that captures the key points of an active conversation. When a messaging session is transferred, the rep who takes over sees a summary card and picks up right where the previous rep left off.">Catch Up on Active Customer Interactions with Conversation Catch-Up in Service Assistant</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_sra_status.htm&amp;release=264.0.0&amp;type=5" title="Service reps now see a status indicator in the component that signals a service plan is being created. Previously, the component gave no indication that a plan was in progress, so reps had to wait until the plan summary appeared without knowing whether anything was happening.">Know When Guidance Service Plan Creation is in Progress with a Status Indicator</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_sra_persistence.htm&amp;release=264.0.0&amp;type=5" title="When a messaging session ends, service reps can finish wrap-up tasks such as asking for a session summary, drafting a follow-up email, asking knowledge questions, or getting general help using the agent chat. Service Assistant and the chat box stay available for 24 hours after the session closes, and all interactions are saved to the component feed.">Work With Service Assistant After a Messaging Session Ends</a></li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Month" class="slds-cell-wrap" style="vertical-align:top;" headers="d122637e77 ">July ‘26</td>

            <td data-label="Feature Releases" class="slds-cell-wrap" style="vertical-align:top;" headers="d122637e80 ">
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_sra_actions.htm&amp;release=264.0.0&amp;type=5" title="Service Assistant now supports standard and custom agent actions to automatically complete service plan steps.">Automate Service Plans with Agent Actions</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_sra_dp.htm&amp;release=264.0.0&amp;type=5" title="Service reps now receive conversational, step-by-step resolution guidance from Service Assistant with dynamic service plans. With dynamic service plans, Service Assistant automatically monitors a case, messaging session, and voice voice call as the record progresses and updates the steps of the plan in real time. For each step of the plan, Service Assistant performs a fresh review of the active record data, subagent instructions, knowledge articles, and agent actions to provide the most accurate resolution. In addition, dynamic service plans provide access to the Service Assistant chat where service reps can ask the agent for knowledge information on demand, look up customer information, and ask to execute agent actions.">Get Real-Time Issue Resolution with Dynamic Service Plans</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_sra_msg.htm&amp;release=264.0.0&amp;type=5" title="Service Assistant brings real-time, conversational issue resolution guidance to messaging sessions. Service reps receive dynamic, step-by-step service plans that adapt instantly to live conversations and automate plan steps with agent actions. In addition, service reps can receive additional, on-demand support using the agent chat box.">Provide Service Reps Dynamic, Real-Time Issue Resolution Guidance for Messaging Sessions</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_sra_msg_auto_start.htm&amp;release=264.0.0&amp;type=5" title="Service reps start issue resolution for messaging sessions faster with the automatic execution of dynamic service plans once the service plan summary is generated. This feature removes the need for service reps to click Start Plan and allows your service reps to focus on fast-paced, live customer interaction and receive a service plan right away.">Start Messaging Service Plans Automatically</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_sra_link.htm&amp;release=264.0.0&amp;type=5" title="Service reps can now click hyperlinks directly within guidance plan steps to access external resources, training materials, or corporate policies. Links included in your subagent instructions or knowledge articles are now easily accessible in plan steps as clickable links that open automatically in a new tab.">Access Resources Linked in Guidance Plan Steps with Clickable URLs</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_sra_ccui.htm&amp;release=264.0.0&amp;type=5" title="Instead of spending time catching up on case details, your service reps now get a 360-degree view of a customer and key case details directly within the Service Assistant component. When a rep opens a case record, Case Catch-Up &amp; Insights displays AI-generated summaries of the case, associated account, customer sentiment, and case health score.">Provide Service Reps with Immediate Case and Customer Context with Case Catch-Up &amp; Insights</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_sra_chat.htm&amp;release=264.0.0&amp;type=5" title="Service reps can now interact directly with Agentforce Service Assistant with an agent chat box. When working a service plan, service reps can receive extra resolution support by using the agent chat box to ask Service Assistant questions, look up knowledge information, and draft emails and service plan summaries without leaving the Service Assistant component.">Use the Service Assistant Chat to Receive Additional Resolution Assistance</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_sra_msg_sr.htm&amp;release=264.0.0&amp;type=5" title="Quickly respond to customer messages during a messaging session with Service Replies in Service Assistant. Service Assistant now supports service replies, allowing reps to reply to customers even faster. By automatically surfacing context-aware responses grounded in the conversation and your knowledge base, Service Assistant displays each reply alongside the service plan steps. This provides service reps with a more comprehensive resolution workflow directly, eliminating the need to switch to a separate Service Replies component.">Respond Faster and More Accurately to Customers with Service Replies in Service Assistant</a></li>

                <li><a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_sra_multi_agent.htm&amp;release=264.0.0&amp;type=5" title="Create multiple Service Assistant agents that are specialized with specific subagents and instructions to provide tailored support for particular business units, products, or channels.">Scale Service Assistant Across More of Your Business with Multiple Agents</a></li>

              </ul>
            </td>

          </tr>
        </tbody>
      </table>