Service Assistant General Features Billing and Consumption

• Feature Consumption
• Billing Details for Agent Actions
• Billing Details for Knowledge Grounding

Feature Consumption

Service Assistant doesn't draw down Flex Credits for standard AI usage within either the Agentforce for Service or Agentforce 1 for Service licenses. Standard AI usage for Service Assistant is defined as general service plan processing and creation:

• The creation of a record summary when the record meets your eligibility criteria.
• Clicking Draft Plan or Redraft Plan for guidance plans for a case.
• Clicking Start Plan for dynamic plans for a case or messaging session.
• The automatic initiation of a service plan for messaging or voice. Starting plans automatically for messaging is optional and enabled by default for voice.
• The creation of plan steps from your subagent instructions (known as subagent-based steps).

For dynamic plans for case or messaging session, Service Assistant doesn't have a separate conversation billing type. Flex Credits aren't consumed for the end-to-end conversational workflow. The end-to-end workflow is defined as the period from when a service rep starts a plan to when the plan is closed, and is included with the Agentforce for Service or Agentforce 1 for Service add-ons.

However, certain events that occur within the workflow draw down Flex Credits or Data 360 credits. Such events include the creation of knowledge-grounded steps and when service reps complete agent actions when they don't have the Unmetered User Based AI permission set license assigned. These metered events also apply to guidance plans for a case.

This table summarizes the consumption for Service Assistant features that are available across all supported objects and plan types.

Billing Details for Agent Actions

Service Assistant supports standard and custom Agentforce actions to automate the completion of plan steps. When an action executes, it runs in the context of the ServicePlanner User. Use of agent actions doesn't draw down Flex Credits when the action doesn't require input from the service rep and the agent executes the action.

If an action requires input from a service rep, the service rep needs the Unmetered User Based AI permission set license assigned for the action to not draw down Flex Credits.

• If service reps have the Unmetered User Based AI permission set license, your Flex Credits aren't drawn down, regardless of whether the action is standard or custom, and regardless of whether the service rep executes the action manually.
• If the service rep doesn't have the Unmetered User Based AI permission set license, Flex Credits are consumed when the service rep executes an action.

Billing Details for Knowledge Grounding

You can optionally ground service plans in your knowledge base with Agentforce Data Libraries. Knowledge is the only supported data type in Service Assistant, and these billing details apply to this data type.

When you create a data library in the Agentforce Builder, several Data 360 features are used to index and chunk your knowledge articles using Retrieval Augmented Generation (RAG). For the exact process and overview of the Data 360 features used, see What Are Data Libraries? To learn how knowledge grounding works in Service Assistant, see Knowledge Grounding.

When the feature is set up and in use, Data Cloud credits are drawn down in two phases.

Phase	Details
Data library setup	During your initial data library setup or any updates to the configuration, your knowledge articles are indexed and chunked in Data 360. Credits are consumed during this process.
Service plan processing	For guidance plans for a case, knowledge retrieval occurs when a service rep clicks Draft Plan or Redraft Plan. Service Assistant queries your indexed and chunked articles to create knowledge-based plan steps. These steps contain a citation to the knowledge articles. For dynamic plans for a case or messaging session, knowledge retrieval occurs at every step. Each time Service Assistant creates a new step in a dynamic plan, it queries your indexed and chunked knowledge articles in Data 360. This query occurs automatically at every step, even when the step doesn't result in a knowledge-grounded step. Your Data 360 credits are drawn down. Steps grounded in your knowledge articles contain citations to the knowledge articles.

Here are specific billing details for the consumption cards, usage types, and how usage is calculated for knowledge grounding. All information applies to all Service Assistant experiences.

Consumption Card	Usage Type	How Usage Is Calculated
Data Service	Batch Data Pipeline	Usage is calculated based on the amount of batch data processed by Data 360 data streams.
Data Service	Activate DMO - Streaming	Usage is calculated based on the number of records processed in the DMO. Records processed are based on the number of new records created or updated in the DMO per Activation.
Data Service	Data Queries	Usage is calculated based on the number of records processed. The count of records processed depends on the structure of a query and other related factors, such as the total number of records in the objects being queried.