Test Service Assistant

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User Permissions Needed
To test Service Assistant:	Service Planner Builder permission set AND Agentforce Default Admin permission set AND Data Cloud Architect permission set* *Required if you use knowledge grounding. Make sure the permission set has access to your default data space. See Default Data Space Access.

Service plans can’t be tested in the Agentforce Builder or Agentforce Testing Center because Service Assistant provides service plans through a Lightning web component on the case or messaging session record page. To test the accuracy of your service plans, draft service plans on records. In the Agentforce Builder, you can only perform a general sanity check that your subagents and instructions are selected based on your input.

We recommend that you test your top 2–3 Service Assistant use cases based on the subagents you’ve created. For example, “Payment Issue,” “Return Request,” and “Reservation Management.”

The testing guidance walks you through how to validate that your summaries and service plans are consistent with your setup configurations for subagents, eligibility criteria, and the grounding sources for each channel. You validate the same three areas across all plan types, but how you test that the plans accurately incorporate the grounding sources and how agent actions surface depend on the channel and plan type. Because of these differences, the testing guidance is broken down by plan type, so follow the guidance for your plan type.

• Grounding sources: Validate how the plans incorporates the record details grounding sources. For case guidance and dynamic plans, that's the fields and objects set in your Service AI Grounding configuration. For messaging sessions and voice calls, that's the conversation and call transcript Service Assistant grounds in. Service Assistant uses the record data to assign a subagent to the record and initiate service plan generation.
• Knowledge: For all plan types and supported objects, validate that the plans build steps from your knowledge articles using the citations and the right articles are cited based on the record context.
• Agent actions: For case and messaging dynamic plans, validate that Service Assistant surfaces the agent actions you've matched directly in the plan steps. For case guidance plans, agent actions aren't surfaced in the plan steps, so validate that reps can run them through agent chat.

The guidance also covers troubleshooting for the most common error you can encounter. For additional error message troubleshooting, see Troubleshoot Error Messages.

We include general testing and evaluation of knowledge grounding because it’s a commonly used feature. Review Set Up Knowledge Grounding and Troubleshooting Knowledge for more setup and testing details. Testing guidance for all other grounding sources and features is available within the respective sections of Extend Service Assistant. For testing guidance on Service Replies in Service Assistant for Messaging, see Set Up Service Replies.