---
schema_version: "1"
id: 24d7f47e6f1bb36a2d5cb2cb4d407cb26113d5257a25ffb97dd98ce8ff7e465e
title: Service Assistant General Features Billing and Consumption
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/sp_billing_agentforce.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.sp_billing_agentforce.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: ca8f09c28e057481e455af322f6c8c096178fa10425378a80e1d33e9857047da
description: Understand billing and consumption for the general Service Assistant features when you have the Agentforce for Service or Agentforce 1 licenses.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Service Assistant General Features Billing and Consumption

Understand billing and consumption for the general Service Assistant features when you have the Agentforce for Service or Agentforce 1 licenses.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

- [Feature Consumption](https://help.salesforce.com/s/articleView?id=service.sp_billing_agentforce.htm&release=264.0.0&type=5)
- [Billing Details for Agent Actions](https://help.salesforce.com/s/articleView?id=service.sp_billing_agentforce.htm&release=264.0.0&type=5)
- [Billing Details for Knowledge Grounding](https://help.salesforce.com/s/articleView?id=service.sp_billing_agentforce.htm&release=264.0.0&type=5)

## 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](https://help.salesforce.com/s/articleView?id=ai.generative_ai_usage_unmetered_considerations.htm&type=5&language=en_US) 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.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:33.33333333333333%">
        <col style="width:33.33333333333333%">
        <col style="width:33.33333333333333%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d61376e114">Feature</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d61376e117">Description</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d61376e120">Consumption</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e114 ">Issue summary</td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e117 ">Creation of an issue summary for cases and messaging sessions when the <a href="https://help.salesforce.com/s/articleView?id=service.sp_eligibility_reference.htm&amp;type=5&amp;language=en_US" target="_blank">eligibility criteria</a> for the record are met.</td>

          <td data-label="Consumption" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e120 ">None. Included with the Agentforce for Service or Agentforce 1 add-ons. Neither Flex
            Credits nor Data 360 credits are drawn down.</td>

        </tr>
        <tr class="">
          <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e114 ">Service Plan</td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e117 ">
            <p>A service plan starts in several ways, and the initiation of the service plan doesn't draw down Flex Credits.</p>
            <ul>
              <li>Clicking Draft Plan or Redraft Plan for guidance plans. Guidance plans are supported for
                case only.</li>

              <li>Clicking Start Plan for dynamic plans for a case or messaging session.</li>

              <li>Automatically starting a service plan for Voice Call without clicking Start Plan. Automatic
                initiation of the service plan is enabled by default.</li>

            </ul>
          </td>

          <td data-label="Consumption" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e120 ">None. Included with the Agentforce for Service or Agentforce 1 add-ons. Neither Flex
            Credits nor Data 360 credits are drawn down.</td>

        </tr>
        <tr class="">
          <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e114 ">Subagent and Instruction-based steps</td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e117 ">
            <p style="margin-bottom:0;">Creation of plan steps from subagent instructions. </p>
          </td>

          <td data-label="Consumption" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e120 ">None. Included with the Agentforce for Service or Agentforce 1 add-ons. Neither Flex
            Credits nor Data 360 credits are drawn down.</td>

        </tr>
        <tr class="">
          <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e114 ">Knowledge grounding</td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e117 ">
            <p>Creation of plan steps from knowledge articles with Agentforce Data Libraries. This
              feature is optional. See Knowledge Grounding.</p>
            <p style="margin-bottom:0;">Supported in Service Assistant for Case,
              Messaging, and Voice.</p>
          </td>

          <td data-label="Consumption" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e120 ">
            <p>Consumption is based on Data 360 usage. Your Data 360 credits are drawn down. Flex Credits
              aren’t drawn down.</p>
            <p style="margin-bottom:0;">See <a href="https://help.salesforce.com/s/articleView?id=service.sp_billing_agentforce.htm&amp;release=264.0.0&amp;type=5">Billing Details
                for Knowledge Grounding</a>.</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e114 ">Agent Actions</td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e117 ">
            <p>Execution of standard and custom Agentforce actions that automate the completion of
              plan steps. Actions can be executed manually by a service rep or automatically by Service
              Assistant.</p>
            <p style="margin-bottom:0;">Supported in Service Assistant for Case, Messaging, and Voice.</p>
          </td>

          <td data-label="Consumption" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e120 ">
            <p>None. Included with the Agentforce for Service or Agentforce 1 add-ons. </p>
            <p>All
              actions execute under the ServicePlanner User’s permissions and don't draw down Flex Credits.
            </p>
            <p>If an action requires user input or confirmation from the service rep, they must have the
              <a href="https://help.salesforce.com/s/articleView?id=ai.generative_ai_usage_unmetered_considerations.htm&amp;type=5&amp;language=en_US" target="_blank">Unmetered User Based AI permission set license</a>
              assigned for the action to not draw down Flex Credits. If the permission set license isn’t
              assigned, Flex Credits are drawn down.
            </p>
            <p style="margin-bottom:0;">See <a href="https://docs.google.com/document/d/1iVRLScm6KfbZHH0Ofy3xCXInbuZwIdTXXwDFV0jA4jY/edit?tab=t.0#heading=h.35bdw187a1ct" target="_blank"><u>Billing Details for Agent Actions</u></a>.</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e114 ">Service Assistant agent chat</td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e117 ">
            <p>Sending messages with the chat box, such as asking for knowledge information,
              looking up customer information, and requesting agent actions.</p>
            <p style="margin-bottom:0;">Supported in Service
              Assistant for Case, Messaging, and Voice.</p>
          </td>

          <td data-label="Consumption" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e120 ">None. Included with the Agentforce for Service or Agentforce 1 add-ons. Neither Flex
            Credits nor Data 360 credits are drawn down.</td>

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

## 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](https://help.salesforce.com/s/articleView?id=ai.generative_ai_usage_unmetered_considerations.htm&type=5&language=en_US) 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?](https://help.salesforce.com/s/articleView?id=ai.generative_ai_rag.htm&type=5&language=en_US) To learn how knowledge grounding works in Service Assistant, see [Knowledge Grounding](https://help.salesforce.com/s/articleView?id=service.sp_knowled_topics.htm&language=en_US&type=5).

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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:38.02281368821293%">
          <col style="width:61.97718631178707%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d61376e318">Phase</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d61376e321">Details</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Phase" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e318 ">Data library setup</td>

            <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e321 ">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. </td>

          </tr>
          <tr class="">
            <td data-label="Phase" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e318 ">Service plan processing</td>

            <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e321 ">
              <ul>
                <li>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.</li>

                <li>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.</li>

              </ul>
            </td>

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

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.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:33.33333333333333%">
          <col style="width:33.33333333333333%">
          <col style="width:33.33333333333333%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d61376e376">Consumption Card</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d61376e379">Usage Type</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d61376e382">How Usage Is Calculated</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Consumption Card" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e376 ">Data Service</td>

            <td data-label="Usage Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e379 ">Batch Data Pipeline</td>

            <td data-label="How Usage Is Calculated" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e382 ">Usage is calculated based on the amount of batch data processed by <span>Data 360</span> data streams.</td>

          </tr>
          <tr class="">
            <td data-label="Consumption Card" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e376 ">Data Service </td>

            <td data-label="Usage Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e379 ">
              <p style="margin-bottom:0;">Activate DMO - Streaming</p>
            </td>

            <td data-label="How Usage Is Calculated" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e382 ">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.</td>

          </tr>
          <tr class="">
            <td data-label="Consumption Card" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e376 ">Data Service</td>

            <td data-label="Usage Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e379 ">Data Queries</td>

            <td data-label="How Usage Is Calculated" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e382 ">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.</td>

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