---
schema_version: "1"
id: 2e2d4f43bfcb43c40e2da2e20c5522a8b86ed6a6aa13f8a190b19bc779dc7b2e
title: Extend Service Assistant
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/sp_extend_ov.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.sp_extend_ov.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: a82908163b26d1338a6a1775a9ff994a717ef33ac96827103d012c57fb72ac13
description: 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.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Extend Service Assistant

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

<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>

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](https://help.salesforce.com/s/articleView?id=service.sp_dp_context.htm&type=5&language=en_US).
- **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](https://help.salesforce.com/s/articleView?id=service.sp_rrg_setup.htm&release=264.0.0&type=5 "Ground service plans in related records, such as Account or Contact, to provide more contextual and detailed service plans.").

## 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)](https://help.salesforce.com/s/articleView?id=service.sp_ma_setup.htm&release=264.0.0&type=5 "Create an autolaunched flow that routes your Service Assistant agents to specific case types, business units, or other criteria.").
- **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](https://help.salesforce.com/s/articleView?id=service.sp_extend.htm&release=264.0.0&type=5 "Learn about the optional features that 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](https://help.salesforce.com/s/articleView?id=service.sp_capability.htm&release=264.0.0&type=5 "Extend Service Assistant with optional capabilities that give service reps more resolution assistance in the component in addition to a service plan.").

- **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)](https://help.salesforce.com/s/articleView?id=service.sp_ccu_setup.htm&release=264.0.0&type=5 "Set up Conversation Catch-Up to give service reps an AI-generated summary of an in-progress messaging session or voice call when they join the session or call.").
- **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)](https://help.salesforce.com/s/articleView?id=service.sp_sr_setup.htm&release=264.0.0&type=5 "Turn on Service Replies for Service Assistant for Messaging to have Service Replies populate directly in the Service Assistant component alongside the service plan steps.").