Ground Service Assistant

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This section provides reference guidance for the features used to ground Service Assistant in your company's data. We provide recommendations, best practices, and examples so that your data is optimized for Service Assistant.

Service Assistant is grounded in these core data sources.

• Case data through Service AI Grounding
• Messaging session data from the chat feed
• Voice call data from the transcript
• Your service policies and practices transcribed in subagents and instructions
• Knowledge data through Agentforce Data Libraries
• Agent actions
• Context variables

Grounding Service Assistant with subagents, knowledge, and actions requires some planning and preparation to make sure each source is optimized for Service Assistant. We provide guidelines and best practices for setting up each grounding source so that it's optimized for your service plans.

Service Assistant also supports related records recording for case, messaging, and voice.

• Service Assistant Grounding Sources
  To create a service plan that's specific to your company's policies and practices, Service Assistant grounds itself in your data through several grounding sources: record data, subagents, agent actions, knowledge, and related records.
• Service Assistant Grounding Data Access
  Service plans are generated using the permissions of the ServicePlanner User (the agent user), which has a broader scope of grounding source data access to provide the most comprehensive service plans. This access supersedes any individual field-level security or sharing rules for service reps. The information in this section describes how the ServicePlanner User's permissions govern data access for each grounding source. We recommend configuring the ServicePlanner User's permissions to align with the data access and sharing rules required for your service reps.
• Grounding with Record Data
  Service Assistant grounds in record data to identify customer issues, assign subagents, and build service plans for cases, messaging sessions, and voice calls.
• Grounding Service Assistant with Subagents
  Learn the role of subagents in Service Assistant and review guidelines for creating them.
• Grounding Service Assistant with Knowledge (Optional)
  Use Agentforce Data Libraries to ground Service Assistant in your knowledge.
• Grounding Service Assistant with Agent Actions (Optional)
  Learn how Service Assistant uses agent actions to automate plan steps and review our recommended configuration guidelines.
• Grounding with Context Variables (Optional)
  Learn how Service Assistant uses context variables to pass the active record ID into plan steps and actions, and review the configuration guidelines.
• Grounding with Related Record Data (Optional)
  Ground Service Assistant in data from related records to provide more contextual and detailed service plans.
• Grounding Service Assistant with Quick Actions (Optional) (Case Only) (Guidance Plans Only)
  Learn our recommended best practices for implementing quick actions in guidance plans so you can create automated and actionable service plans.