---
schema_version: "1"
id: 3c69542315cd8db71d24b1772b90dcbce88948caa5f27035e399d0f4e6f7aa7a
title: Work with Service Assistant
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/sp_component_usage.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.sp_component_usage.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 165fe4df5aff0922bb11a55d893c9142cd9fd07be5b4c674bcd09cbc9267d733
description: Learn how service reps work with guidance plans and dynamic plans in the Service Assistant component.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Work with Service Assistant

Learn how service reps work with guidance plans and dynamic plans in the Service Assistant component.

### 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>

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](https://help.salesforce.com/s/articleView?id=service.sp_component_usage_gp.htm&release=264.0.0&type=5)**  
    Learn how service reps work with guidance service plans for case.
- **[Work with Dynamic Plans in Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_component_usage_dp.htm&release=264.0.0&type=5)**  
    Learn how service reps work with dynamic service plans for case, messaging, and voice.

#### See Also

- [_Salesforce Help_: Agent, Component, and Capabilities](https://help.salesforce.com/s/articleView?id=service.sp_plan_ui_capbilites.htm&language=en_US)
- [_Salesforce Help_: Service Plans](https://help.salesforce.com/s/articleView?id=service.sp_plans.htm&language=en_US)