---
schema_version: "1"
id: bdfdabb1e570d2ab3ff948a0403483dc8c256e29cbe2ebe9a055192b228de8a4
title: Set Up Dynamic Plan Context Updates (Optional)
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/sp_dp_context.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.sp_dp_context.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 3cf0a1a154ed950098b87cf82dee48406a375bf1b91c5a0ab53f0fe06844eaf1
description: Turn on automatic tracking of case field and comment updates so Service Assistant regenerates the current step of a dynamic service plan with the latest case data.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Set Up Dynamic Plan Context Updates (Optional)

Turn on automatic tracking of case field and comment updates so Service Assistant regenerates the current step of a dynamic service plan with the latest case data.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:50%"> <col style="width:50%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a name="sp_dp_context__image_dp_context_check"></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_dp_context__image_dp_context_check" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to:</td><td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case with dynamic plans.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a name="sp_dp_context__image_dp_context_cross"></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_dp_context__image_dp_context_cross" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> This article doesn't apply to:</td><td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case with guidance plans.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
          <colgroup>
            <col style="width:50%">
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          <thead class="slds-text-title_caps ">
            <tr class="">
              <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d49074e90">User Permissions Needed</th>
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            <tr class="">
              <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d49074e90 ">To turn on plan context updates:</td>

              <td class="slds-cell-wrap" style="vertical-align:top;" headers="d49074e90 ">Service Planner Builder permission set</td>

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

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png)

Note This article applies only to Service Assistant for Case with dynamic plans. It assumes you have an active implementation before September 30, 2026, when the feature became available. See the [Release Note](https://help.salesforce.com/s/articleView?id=release-notes.rn_sra_persistence.htm&release=264&type=5&language=en_US). If you haven't set up Service Assistant for Case yet, see [Complete General Setup for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_setup_basics.htm&release=264.0.0&type=5 "Complete the general setup that's required for both Service Assistant for Case and Messaging.") and [Set Up Service Assistant for Case](https://help.salesforce.com/s/articleView?id=service.sp_setup_case.htm&release=264.0.0&type=5 "Complete the required setup steps for Service Assistant for Case."). Feature reference details are provided in [Grounding with Case Record Data](https://help.salesforce.com/s/articleView?id=service.sp_record_data_case.htm&release=264.0.0&type=5 "Learn how Service Assistant grounds in Case fields, emails, comments, and feed to create service plans.").

By default, Service Assistant grounds in the case record data using the fields and related objects (Case Comments, Case Emails, and Case Feed) you set in the Service AI Grounding Setup page. When you turn on Update Plan Context for case fields and case comments from the Service Assistant Setup page, Service Assistant actively monitors your grounding configuration for new case fields and case comments (internal and external) and then regenerates the steps in real time.

![Dynamic Plans section of the Service Assistant Setup page with the case field and comment update toggles turned on](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_case_setup_regrounding.png)

These settings apply only to case fields and comments. Service Assistant handles Case Emails and Case Feed differently.

- You don't turn on automatic tracking and plan step regeneration for Case Emails. This is enabled by default when you have Case Emails enabled for grounding from the Service AI Grounding Setup page.
- Case Feed updates don't trigger step regeneration. If you enable Case Feed grounding in Service AI Grounding setup, Service Assistant still monitors the feed and captures new data, but applies it only when the current step completes and the next step is created.
- Plan context updates for case comments include internal and external comments.
- If you ground on the Internal Comments field, you must set Case Comments for grounding. Internal Comments data isn't tracked unless Case Comments is enabled for grounding.

For more information about how Service Assistant tracks and applies case updates, see [Grounding with Case Record Data](https://help.salesforce.com/s/articleView?id=service.sp_record_data_case.htm&release=264.0.0&type=5 "Learn how Service Assistant grounds in Case fields, emails, comments, and feed to create service plans.").

1. From Setup, go to the Service AI Grounding Setup page and, in the Case tab, review your grounding configuration to make sure you have all standard and custom case fields and objects set for grounding.
2. Go to the Service Assistant Setup page, and in the Define Service Plan User Experience section, confirm that **Dynamic Plans** is turned on.
3. From the Update Plans with Case Signals section, turn on **Update Plan Steps When Case Fields Change**, **Update Plan Steps When Case Comments Change**, or both.
4. From the bottom of the Case tab, make sure Service Assistant for Case is turned on.

After you turn on these settings, start a service plan on a new case record to confirm the plan updates based on the case field or comment content.

For example, a service plan is first created based on these record details, and Service Assistant creates plan steps based on that data.

![Service plan with initial steps generated from case record data](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_dp_context_start.png)

If a grounding field is updated that changes the context of the plan, Service Assistant tracks the new data and then automatically creates a new step. It can take a few moments for the step to regenerate when a field or comment is updated or when there’s a new email. If you don't see the plan updated, refresh the page.

![Service plan step regenerated after a grounding field update](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_dp_context_update.png)

Keep in mind that there’s no status indicator showing that Service Assistant captured the new data and is processing it to create a new step. Service Assistant remains static and the new step shows automatically with no indicator that it’s generating. See [Status Indicator Behavior for Dynamic Plans](https://help.salesforce.com/s/articleView?id=service.sp_component_usage_dp_status.htm&type=5&language=en_US).

## Troubleshooting and Considerations

If plan steps aren't updating dynamically as record data changes, try these troubleshooting steps. Also, review a few considerations that affect your setup and configuration.

Troubleshooting

- Confirm that the ServicePlanner User and service reps have read access to all standard and custom case fields set in your Service AI Grounding configuration.
- Confirm that no fields set in you grounding configuration aren’t encrypted. Encrypted fields aren’t supported for grounding.
- Confirm that you have Case Emails, Case Comments, or Case Feed enabled for grounding in Service AI Grounding.

Considerations

- Encrypted fields aren't supported for grounding.
- Only String and Text Area fields are supported for grounding.
- Only text from Case Emails, Case Comments, and the Case Feed is used to ground a service plan. PDFs, images, and other attachments aren't used as grounding sources.
- For Case Emails, both the initial plan generation and regenerating plan steps for new case emails can fail if there is a very high email volume. If a record has a large set of emails, the ingestion and grounding of the data can exceed internal limits and the plan fails with an error like "Something went wrong. Try again later or contact Salesforce Customer Support." If this occurs, remove Case Emails from the grounding configuration on the Service AI Grounding Setup page, or summarize emails into a custom Case field and ground on that field instead.
- If you ground on the Internal Comments field, enable Case Comments for grounding. Internal Comments data isn't tracked when Case Comments isn't enabled for grounding.
- Service plan summaries are never updated to account for field and object updates. This behavior applies to both guidance and dynamic plans.