After you set up and turn on Service Assistant, extend your agent with optional features that ground service plans in more of your data and give service reps additional resolution tools.
Required Editions
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Service Assistant creates service plans as soon as you set it up and turn it on. The features in this section are optional. Each one extends what Service Assistant can do, either by grounding service plans in more of your data or by giving service reps more tools to resolve the customer's issue. Turn on only the features that fit your service processes.
Grounding Extensions
These features add grounding sources so that Service Assistant produces more accurate, context-specific service plans.
- Case record context updates: Track case field and comment updates so Service Assistant regenerates the current step of a dynamic service plan with the latest case data. This feature is available only for Service Assistant for Case with dynamic plans. See Set Up Dynamic Plan Context Updates.
- Related record grounding: Ground service plans in related records, such as Account or Contact, for more contextual and detailed plans. Related record grounding is supported for Service Assistant for Case, Messaging, and Voice. See Set Up Related Record Grounding.
Feature Extensions
These features give you more ways to configure how Service Assistant works for your company.
- Multiple agents: Route your Service Assistant agents to specific case types, business units, or other criteria with an autolaunched flow. See Set Up Multiple Agent Record Assignment (Optional).
- Case features: Extend Service Assistant for Case with optional features such as Case Catch-Up & Insights and Similar Cases. Some of these features are available only for dynamic plans or only for guidance plans. See Extend Service Assistant for Case.
Capability Extensions
These features give service reps more resolution assistance beyond the service plan. For full reference guidance, see Service Assistant Capabilities.
- Conversation Catch-Up: Show service reps an AI-generated summary of an in-progress messaging session in the Service Assistant component when they join the session. See Set Up Conversation Catch-Up for Service Assistant (Optional).
- Service Replies: Show Service Replies in the Service Assistant component alongside the service plan steps for Service Assistant for Messaging. See Set Up Service Replies for Service Assistant (Optional).