Extend Service Assistant with optional capabilities that give service reps more resolution assistance in the component in addition to a service plan.
Required Editions
| View supported editions. |
Capabilities are existing Salesforce features that also surface in the Service Assistant component, like Service Replies. They provide specific resolution assistance to service reps in addition to service plans. Each capability surfaces in the component alongside the service plan.
Capabilities are optional, and each one has its own setup steps and permission requirements, so you choose which ones to set up to tailor the experience to your business needs.
Capabilities operate independently within the Service Assistant component. To use the capabilities, you don't need to complete the general Service Assistant setup, including creating an agent. The only requirements are that you:
- Have both the Service Planner add-on and Adaptive Experience add-on licenses.
- Turn on Service Assistant for Case, Messaging, or Voice from the respective object tab of the Service Assistant Setup page.
- Add the Service Assistant component to the record page.
- Complete the general feature setup for each capability.
- Assign service reps the Service Assistant User permission set and the standard feature permissions for each capability.
We provide reference details for each capability that describe how it operates in the component, how to set it up, and required permissions. If you use any of the capabilities with a service plan, the service plan and that capability aren't grounded in each other's data. They operate independently and don't share context.
| Capability | Description | Supported in | Reference & Setup Details |
|---|---|---|---|
| Case Catch-Up & Insights | Gives service reps instant customer and case context with AI-generated summaries of the customer engagement, associated account, sentiment, and case health score. | Service Assistant for Case | |
| Service Replies | Suggests chat replies for the messaging session within the Service Assistant component. There are no operational differences from the general setup and use of Service Replies. | Service Assistant for Messaging | |
| Conversation Catch-Up | Gives service reps an AI-generated summary of an in-progress messaging session or voice call when they join the session or call. | Service Assistant for Messaging and Voice | Set Up Conversation Catch-Up for Service Assistant |
- Case Catch-Up & Insights
Case Catch-Up & Insights gives service reps instant customer and case context with AI-generated summaries of the customer engagement, associated account, sentiment, and case health score. - Service Replies for Service Assistant
Service Replies gives service reps AI-suggested replies directly in the Service Assistant component during a messaging session.