Learn how service reps work with guidance plans and dynamic plans in the Service Assistant component.
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The Service Assistant component guides service reps through resolving a record with a service plan. The type of plan determines how reps work with it.
- Dynamic plans provide a step-by-step conversational workflow where steps are created and updated in real time based on the current record data. Dynamic plans supported for Case, Messaging, and Voice and
- Guidance plans provide a static checklist of steps that doesn't update automatically. Guidance plans are only supported for Case and are best suited for cases with stable, predictable resolution workflows where the steps are consistent for most cases.
These articles describe the operational behavior of Service Assistant based on the plan type. They show how it uses the record data and your grounding sources to proivde reps resolution guidance and how to work with Service Assitant. Your workflows can vary, but these topics describe the general behavior of the component, how reps use it, and what they can expect.
- Working with Guidance Plans
Learn how service reps work with guidance service plans for case. - Work with Dynamic Plans in Service Assistant
Learn how service reps work with dynamic service plans for case, messaging, and voice.