---
schema_version: "1"
id: ca4678c24ab1d4f14ed568fd2235cdbf01e587f649e7cfd6a5db18f38c854ea6
title: Service Assistant Capabilities
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/sp_capability.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.sp_capability.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 5ae5d8411debd3db42869d7ba153f10d16a37bc1655f386e1a7d67b755858a46
description: Extend Service Assistant with optional capabilities that give service reps more resolution assistance in the component in addition to a service plan.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Service Assistant Capabilities

Extend Service Assistant with optional capabilities that give service reps more resolution assistance in the component in addition to a service plan.

### 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>

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.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:16.666666666666664%">
        <col style="width:33.33333333333333%">
        <col style="width:16.666666666666664%">
        <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="d20992e90">Capability</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d20992e93">Description</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d20992e96">Supported in</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d20992e99">Reference &amp; Setup Details</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="Capability" class="slds-cell-wrap" style="vertical-align:top;" headers="d20992e90 ">Case Catch-Up &amp; Insights</td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d20992e93 ">Gives service reps instant customer and case context with AI-generated summaries
            of the customer engagement, associated account, sentiment, and case health
            score.</td>

          <td data-label="Supported in" class="slds-cell-wrap" style="vertical-align:top;" headers="d20992e96 ">Service Assistant for Case</td>

          <td data-label="Reference &amp; Setup Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d20992e99 ">
            <ul>
              <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_ccui.htm&amp;language=en_US&amp;type=5" target="_blank">Case Catch-Up &amp; Insights</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_ccui_setup.htm&amp;type=5&amp;language=en_US" target="_blank">Set Up Case Catch Up and Insights</a></li>

            </ul>
          </td>

        </tr>
        <tr class="">
          <td data-label="Capability" class="slds-cell-wrap" style="vertical-align:top;" headers="d20992e90 ">Service Replies</td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d20992e93 ">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.</td>

          <td data-label="Supported in" class="slds-cell-wrap" style="vertical-align:top;" headers="d20992e96 ">Service Assistant for Messaging</td>

          <td data-label="Reference &amp; Setup Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d20992e99 ">
            <ul>
              <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_sr.htm&amp;type=5&amp;language=en_US" target="_blank">Service Replies for Service Assistant</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_sr_setup.htm&amp;type=5&amp;language=en_US" target="_blank">Set Up Service Replies for Service
                  Assistant</a></li>

            </ul>
          </td>

        </tr>
        <tr class="">
          <td data-label="Capability" class="slds-cell-wrap" style="vertical-align:top;" headers="d20992e90 ">Conversation Catch-Up</td>

          <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d20992e93 ">Gives service reps an AI-generated summary of an in-progress messaging session or
            voice call when they join the session or call.</td>

          <td data-label="Supported in" class="slds-cell-wrap" style="vertical-align:top;" headers="d20992e96 ">Service Assistant for Messaging and Voice</td>

          <td data-label="Reference &amp; Setup Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d20992e99 "><a href="https://help.salesforce.com/s/articleView?id=service.sp_ccu_setup.htm&amp;language=en_US" target="_blank">Set Up Conversation Catch-Up for Service
              Assistant</a></td>

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

- **[Case Catch-Up & Insights](https://help.salesforce.com/s/articleView?id=service.sp_ccui.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.sp_sr.htm&release=264.0.0&type=5)**  
    Service Replies gives service reps AI-suggested replies directly in the Service Assistant component during a messaging session.