Service Assistant Frequently Asked Questions

Review frequently asked questions about Service Assistant.

Required Editions

Note Service Assistant is only supported in the legacy Agentforce Builder. Starting in July 2026, the requirement that new agents can only be created in the new Agentforce Builder doesn't apply to Service Assistant. You can continue to create and configure a Service Assistant agent in the legacy builder until further notice. See Create Agents in the New Builder Only Starting July 2026.

Setup and Access

Configuration and Grounding

Support and Compatibility

Capabilities

Prompts and URLs

What permissions, licenses, and editions are required?

Service Assistant requires two add-on licenses: the Service Planner Add-On and the Service Assistant Adaptive Experience Add-On. The Service Planner Add-On provides the basic service experience of guidance plans and their supported features. The Service Assistant Adaptive Experience Add-On provides the real-time, conversational experience and the agent chat. Both are included with the Agentforce for Service or Agentforce 1 add-ons.

Service Assistant also requires standard and custom permission sets based on the features you use, and each user requires a user role. Review Permissions and Licensing for Service Assistant.

What kind of agent is Service Assistant?

Service Assistant is a proactive AI agent on the case, messaging session, or voice call record. It actively monitors the entire record and orchestrates a set of agent functions that help a service rep resolve customer issues, such as service plans, agent capabilities, and agent chat. As a rep works a record, Service Assistant provides step-by-step, conversational resolution guidance in real time through a service plan.

Service Assistant surfaces this guidance in the Service Assistant component, a Lightning web component that shows as a panel on the record page. Service Assistant is the agent that orchestrates the resolution experience, and the component is the workspace where reps access it.

The resolution guidance is fully grounded in your company data through multiple sources, such as Service AI Grounding, Agentforce subagents and instructions, agent actions, and knowledge articles through Agentforce Data Libraries.

Service Assistant has its own agent type and template: Service Assistant. It's available for selection in Agentforce Builder only when you have the required licensing and permissions.

What is the Adaptive Experience?

The Adaptive Experience is the set of agent functions that Service Assistant orchestrates to help a service rep resolve a record. It includes the service plan, agent capabilities such as Case Catch-Up & Insights and Service Replies, and the agent chat. These functions come together in the Service Assistant component, a Lightning web component that shows as a panel on the record page.

The service plan is the core function. The other functions are independent and optional, so you choose which ones to add to tailor the Service Assistant component to your business use cases. See Service Assistant and the Adaptive Experience.

What plan types does Service Assistant provide, and how do they differ?

Service Assistant supports two plan types.

A guidance plan is a static, checklist-style plan that a service rep drafts and redrafts. Guidance plans are supported for cases only.
A dynamic plan is a real-time, conversational plan that adapts each step to the evolving record data and surfaces agent actions. Dynamic plans are supported for cases, messaging sessions, and voice calls.

The main differences are how each plan adapts and how it automates tasks.

Adaptation: A guidance plan is drafted once and stays fixed until a service rep manually redrafts it. A dynamic plan monitors the record and updates its steps in real time as new information arrives.
Agent chat and proactivity: A guidance plan is reactive and responds only when a rep asks for help in the agent chat. A dynamic plan is proactive and guides the rep through resolution one step at a time. Agent chat is available for both plan types.
Task automation: A guidance plan uses quick actions, which appear as buttons in a step. A dynamic plan uses agent actions, which Service Assistant surfaces automatically by matching them to plan steps.

For cases, you can turn on only one plan type at a time from the Service Assistant Setup page, but you can switch between the two. Messaging and voice support only dynamic plans. For a full side-by-side comparison, see Service Plans.

What is the agent chat, and what do I need to use it?

The agent chat is where service reps work with Service Assistant on a record. Reps ask questions, run actions, look up knowledge, and work through plan steps with Service Assistant. The agent chat is available for both guidance and dynamic plans.

To use the agent chat, you must add the General CRM and FAQ subagents to your agent. If you set up Service Assistant before the real-time experience, add these subagents to your existing agents. See Agent Chat for Service Assistant.

How does Service Assistant update a dynamic plan in real time?

For dynamic plans, Service Assistant monitors the record for the entire lifecycle and updates plan steps as new information arrives.

For cases, Service Assistant regenerates the current dynamic plan step in real time when a new case email arrives, a case field is updated, a case comment is added, or an existing comment (internal or external) is edited. New case emails are tracked by default. To track field and comment changes, turn on Update Plan Context When Case Fields Change, Update Plan Context When Case Comments Change, or both in the Update Plans with Case Signals section of the Case tab on the Service Assistant Setup page.
For messaging sessions and voice calls, Service Assistant generates new plan steps as new messages come in or the call transcript updates.
For related-record grounding, Service Assistant captures updates to grounding fields, the prompt template, or the flow and uses them to ground the next step. It doesn't regenerate the current step.

For guidance plans, Service Assistant tracks updated case data as new context and incorporates it when a service rep selects Redraft Plan.

Service Assistant also keeps monitoring the record as the customer's intent changes. It can switch to another subagent to guide resolution and then switch back to the originally assigned subagent when the new intent is resolved. See Service Plan Record Processing.

Can a dynamic plan switch subagents when the customer's intent changes?

Yes. For dynamic plans on cases, messaging sessions, and voice calls, Service Assistant detects the customer's intent as the case, session, or call progresses and can switch to the relevant subagent to provide guidance from that subagent and its related knowledge information.

If the resolution starts with one subagent's issue but shifts to a second issue, Service Assistant switches to the second subagent, gathers the information it needs, and resolves that part of the plan. When the second issue is resolved, Service Assistant can automatically switch back to the original subagent. In some instances, it doesn't switch back on its own. Use the chat to redirect it, such as "Let's go back to the original issue." See Service Plan Record Processing.

Why does my service plan take a while to show?

Service Assistant generates the summary plan for cases and messaging sessions when the record loads, not when the case or messaging session is created. Voice calls don't have a summary plan.

For dynamic plans on cases, the component shows a "Service Assistant is working on it…" indicator when a service rep opens an eligible case, starts the plan, completes a step, confirms an action, or chats. The indicator doesn't show when a step regenerates.
For messaging sessions, the component shows no indicator while the summary plan and first step generate. It does show an indicator for later steps and chat messages.
For voice calls, the component shows no indicator while the first step generates. It does show an indicator for later steps and chat messages.

Expected generation times:

The summary plan (case and messaging) can take up to 1 minute to show.
After a service rep starts the plan, full plan generation can take up to 2 minutes.

When does Service Assistant start on a messaging session?

Service Assistant starts on a messaging session only when all of these conditions are met.

The session owner is a human service rep. If the owner is a queue or a bot, Service Assistant doesn't process the record or generate the summary plan.
The session meets your eligibility criteria.
The conversation has at least 5 total messages.

Service Assistant draws context only from the active session, the transcript, and the MessagingSessionId. It doesn't access previous sessions, even when they're linked to the same conversation record. See Service Assistant for Messaging Permissions.

Can I start service plans for messaging sessions automatically?

Yes. Turn on Start Plans Automatically from the Service Assistant Setup page. When it's on, the service plan starts automatically after the session meets your eligibility criteria and the conversation contains enough context for Service Assistant to identify the issue. The summary plan is immediately followed by the first plan step, and no Start Plan button appears to the service rep.

What do I do if a service plan doesn't start or refresh for a messaging session?

First, confirm that the session meets your eligibility criteria and that the conversation contains enough context for Service Assistant to identify the issue. If both conditions are met, refresh the page.

When does Service Assistant start a plan on a voice call?

Service Assistant starts a dynamic plan on a voice call automatically, so service reps don't select Start Plan and no summary plan shows. The plan starts when both conditions are met.

The voice call meets your eligibility criteria.
The call transcript contains enough context for Service Assistant to detect the customer's intent.

There's no standard number of messages that's enough. Typically, 5 or more messages start the plan, but the number depends on your telephony model, transcript processing time, and the clarity of the conversation. If a plan doesn't start, the service rep can ask the customer to restate the issue. Reps can still use the agent chat in the meantime. See Service Assistant for Voice Features.

How does record monitoring for messaging sessions and voice calls differ from case-based monitoring?

Record monitoring for messaging sessions and voice calls is persistent and lifecycle-based, so Service Assistant tracks the conversation state throughout the session or call and generates new plan steps as the conversation progresses. Case-based monitoring is event-driven and tied to specific record changes, such as a new case email, an updated case field, or an added or edited case comment.

I set up Service Assistant before the real-time experience. What do I need to do?

Your existing configurations for your subagents, data libraries, and other features stay in place and are used for both plan types. You don't need to create a new agent. Complete these steps.

Confirm your default agent. If you created an agent before June 30, 2025, that agent is set as the default automatically. Confirm the assignment in the Set Up Your Agent Assignment section of the Service Assistant Setup page.
Select your plan type for cases in the Define Service Plan User Experience section of the Case tab on the Service Assistant Setup page.
Add the General CRM and FAQ subagents to your existing agents to power the agent chat.

Can I access Service Assistant in the new Agentforce Builder?

No. Service Assistant is only supported in the legacy Agentforce Builder.

Can I use Agent Script?

No. Agent Script isn't supported.

What permissions does the ServicePlanner User require for Messaging?

For Service Assistant for Messaging, the ServicePlanner User (the agent user) requires a custom permission set that grants Read access to Messaging Session records and Read access to Conversation Entry records. Service reps require the Service Planner User permission set and the standard Service Assistant permissions. See Service Assistant for Messaging Permissions.

What permissions are required to access the messaging session eligibility flow?

The eligibility criteria flow doesn't run on the ServicePlanner User's Run Flows app permissions. Both the admin and service reps need direct access to the messaging session eligibility flow through a custom permission set. Enable the flow on the permission set, and then assign the permission set to the admin and to your service reps. See Service Assistant for Messaging Permissions.

What permissions does the ServicePlanner User require for Voice?

For Service Assistant for Voice, the ServicePlanner User (the agent user) requires a custom permission set that provides app access to Voice Calls. Service reps require only the Service Planner User permission set and the standard Service Assistant permissions. The voice call eligibility flow doesn't run on the ServicePlanner User's Run Flows app permission, so both the admin and service reps also need direct access to the flow. See Service Assistant for Voice Permissions.

Does Service Assistant have preconfigured subagents?

You create your own subagents to hold your company's specific guidance for resolving a case or messaging session. To use the agent chat, you must also add the General CRM and FAQ subagents to your agent. See Grounding Service Assistant with Subagents.

Should I create a catch-all subagent?

No. Avoid broad subagent titles such as "Customer Assistance" or "Messaging Session Resolution." Broad titles prevent Service Assistant from accurately categorizing issues. Instead, create specific, distinct subagents, such as "Billing Dispute" or "Return Request," and use the description field to list variations and keywords.

Can I have multiple Service Assistant agents?

Yes. You can route records to different agents based on conditions such as record type, record origin, related records, and custom fields.

You must set a default agent in the Set Up Your Agent Assignment section of the Service Assistant Setup page. This step is required even when you use only one agent. All records that meet your eligibility criteria are assigned the default agent. If you created an agent before June 30, 2025, that agent is set as the default automatically.
The same default agent can be used across objects.
To route records to different agents, build an autolaunched flow with an input variable that receives the record ID and an output variable with the API name of the agent to assign. There's no flow template. Define your assignment conditions in the Outcome properties of the decision element.
Creating a routing flow isn't mandatory. You need a routing flow only when you want to route specific agents to specific records. Otherwise, the default agent is assigned to all records that meet your eligibility criteria.
Don't use your eligibility flow for the multi-agent routing flow. Every object requires its own routing flow.
When you first set up Service Assistant, create one agent and test it as the default agent to confirm the basic functionality. Then create multiple agents and build your flow.

See Multiple Agents in Service Assistant.

Does Service Assistant support Agentforce actions?

Yes. Standard and custom Agentforce actions are supported, and how they run depends on the plan type.

In dynamic plans for cases, messaging sessions, and voice calls, Service Assistant surfaces actions automatically by matching them to plan steps. Service reps confirm and run an action, or the action runs automatically based on your configuration.
In guidance plans for cases, actions run only when a service rep asks for them through the agent chat. To surface task automation directly in guidance plan steps, add quick actions.

There aren't prebuilt actions for Service Assistant. To use record data in an action, add the currentRecordId context variable to your action's inputs. See Grounding Service Assistant with Agent Actions.

How do I keep an action from running automatically?

By default, Service Assistant can run a matched action automatically as soon as it matches a plan step. For any action that requires human confirmation before it runs, such as closing a case, issuing a refund, or updating a customer record, turn on Require User Confirmation on the action. When it's on, Service Assistant surfaces the action in the plan step and waits for the service rep to confirm before the action runs. If an action runs sooner than you expect, first confirm whether Require User Confirmation is turned on. See Guidelines for Creating Actions.

What's the difference between agent actions and quick actions?

Both automate tasks in a service plan, but they work with different plan types and behave differently.

Agent actions are Agentforce actions that Service Assistant runs in dynamic plans. In dynamic plans for cases, messaging sessions, and voice calls, Service Assistant surfaces an action automatically by matching it to a plan step. Service reps confirm and run the action, or the action runs automatically based on your configuration.
Quick actions are Case object quick actions that appear as buttons in guidance plan steps. Service reps select a button to complete a task without leaving the step, such as changing the case status or summarizing the case. Quick actions are supported for cases only.

Guidance plans don't surface agent actions automatically. Service reps can run an agent action in a guidance plan only by asking for it through the agent chat. See Grounding Service Assistant with Agent Actions and Grounding with Quick Actions.

Can I test Service Assistant in the Agentforce Testing Center or Agentforce Builder?

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, messaging session, and voice call record pages. To test the accuracy of your service plans, you must draft service plans on case, messaging session, and voice call records. In the Agentforce Builder, you can only perform a general sanity check that your subagents and instructions are being selected based on your input.

Does Service Assistant support context variables?

Yes. Service Assistant uses context variables to pass the active record into plan steps and actions.

SeedPlanWithGuidance guides how Service Assistant generates the next plan step. It doesn't carry case grounding fields or messaging session or voice call transcript data. It's provided automatically, isn't shown in Agentforce Builder, and can't be modified—you'll see it only in a subagent's action inputs.
currentRecordId passes the ID of the record on the rep's screen into plan steps and actions. You create this variable manually and assign it to your action inputs so an action can work with the current record.

For case data, subagent selection and plan generation are still driven by the Subject and Description fields set in Service AI Grounding. See Grounding with Context Variables.

How do I set up the currentRecordId context variable, and what's the recommended description?

Create the currentRecordId variable manually in Agent Builder and assign it to the relevant action inputs. This lets an action work on behalf of a specific customer without the service rep entering the ID. For Messaging, currentRecordId is the Messaging Session ID, not the Contact ID.

Give the variable a description so Service Assistant uses the record ID appropriately. Without a description, Service Assistant might use the ID when it shouldn't. Use this description: "The ID of the record on the service rep's screen. Only use this if the rep's input refers to the current record. If in doubt, don't use it."

Do context variables update if a service rep navigates to a new record during a session?

No. Context variables are session-scoped and set only when the session starts, so they don't update mid-session. If a service rep navigates to a different record during a session, the context variable still reflects the record that was open when the session began.

How do I access related customer data to improve plan accuracy?

By default, Service Assistant uses the Messaging Session ID, passed through currentRecordId, and doesn't automatically read related records. For advanced scenarios, build an Apex agent action that accepts currentRecordId as input. The action can query related objects, such as EndUserContactId or MessagingEndUserId, to retrieve and return relevant customer fields. Service Assistant then grounds the plan in that customer data to improve plan accuracy.

What should I keep in mind about ID formats when I configure action inputs?

Specify the expected ID format in the action input instructions. For example, if an action expects an 18-character Salesforce record ID, state that explicitly and avoid fields such as Case Number. This reduces the risk of the agent passing the wrong value.

What features are used in Service Assistant?

To create a service plan that's specific to your company, Service Assistant is grounded in your Salesforce data from several sources.

Your service policies and practices transcribed in Agentforce subagents and instructions (required)
Case data from Service AI Grounding and messaging session and voice call transcripts (required)
Knowledge articles through Agentforce Data Libraries (optional)
Agent actions that automate tasks in dynamic plan steps (optional)
Quick actions that provide automation for service reps to complete guidance plan steps (optional)
Related records, such as messaging and voice records for cases, and account, case, and contact fields for messaging sessions and voice calls (optional)

Does Service Assistant use file uploads or images from a messaging session as context?

No. Service Assistant grounds only on text-based conversation entries. It doesn't process file uploads, images, or choice responses.

How do I ground messaging and voice plans in related-record data?

Related-record grounding for messaging sessions and voice calls uses a prompt template to pull field data from related records, such as account, case, and contact fields, into dynamic plans. It isn't supported for guidance plans.

For messaging, the grounding uses a prompt template only.
For voice, the grounding uses a prompt template and an overridable flow that retrieves the related record details.

To turn it on, select Include Context from Related Records on the Messaging or Voice tab of the Service Assistant Setup page. Service Assistant grounds only on text-based field data. See Grounding with Related Records.

What access do related-record grounding fields require?

For the fields you add to the prompt template to appear in a service plan, both the ServicePlanner User and the service rep need access to those fields and their objects. The ServicePlanner User's access lets Service Assistant retrieve and pass the data into the plan, and the service rep's access lets that data appear in the plan. There's no out-of-the-box permission set for these fields, so grant the access manually. Because service reps see this data in their service plans, grant access only to the objects and fields that you want service reps to see.

When do changes to related-record data show up in a dynamic plan?

Service Assistant captures updated related-record data throughout the session and uses it to ground the next plan step. It doesn't regenerate the current step. At each new step, Service Assistant searches your grounding sources again, so the updates reach the plan on the step that follows.

Does Knowledge Grounding Through Agentforce Data Libraries incorporate my full knowledge articles?

Not every detail from your articles appears in service plans, including full ordered procedures. Service Assistant summarizes content for clear, succinct resolution guidance. The exact step-by-step content of your articles isn't surfaced directly in service plans. Procedural steps might be omitted, condensed, or combined into a single step.

Does Service Assistant search the knowledge base for every step of a dynamic plan?

Yes. During each step of a dynamic plan, Service Assistant actively searches your knowledge base to ground the step in your knowledge articles. If it doesn't find relevant information, it defaults to your subagent instructions.

Are there prerequisites?

You must enable Einstein Generative AI, Agentforce, and Service AI Grounding. See Set Up Service Assistant.
You must set eligibility criteria, which are a set of requirements that determine whether a record is eligible for a service plan. Eligibility criteria provide you with control over which records must have a service plan. See Service Plan Eligibility Criteria.
If you use knowledge grounding, you must provision and turn on Data 360. See Turn On Data 360.
As a recommended prerequisite, evaluate and prepare your company's data so you don't have to gather information or make decisions during setup. Prep work includes determining your use cases, preparing your subagents and instructions, and evaluating your knowledge articles. See Get Ready for Service Assistant.

How am I billed for Service Assistant?

Service Assistant is a consumption-based product that uses Flex Credits, Einstein Requests, and Data 360 credits. Feature consumption and billing differ between the Agentforce for Service and Einstein for Service licenses.

How do I secure my record data?

All service plans are drafted according to the permissions of the ServicePlanner User (the agent user). This means that the field-, object-, and sharing-level permissions that service reps have don't apply to the content included in a service plan. Service reps can see information that they don't have direct access to. The exception is related-record grounding with a prompt template, which requires access for both the ServicePlanner User and the service rep. See Grounding Data Access.

Configure all grounding sources according to your company's security standards. This ensures that service reps only see information in the plan that they have access to.
When you're using Service AI grounding, ground only on fields that you want service reps to see.
Service Assistant supports all optional data masking features in the Einstein Trust Layer. It's recommended that you customize these features to your company's security standards.

Are data retrievers supported?

When grounding Service Assistant in your Knowledge base with Agentforce Data Libraries, Service Assistant officially supports only the Knowledge data type. It's the only certified knowledge data type for Service Assistant.

Although you can set up and test the Data Retriever, File Upload, or Web Search data types, we haven't certified them for use. We don't offer guidance for their use in Service Assistant.

Is the similar cases feature a grounding source?

No. The list of similar cases in the Service Assistant component is only a reference tool. The list of similar cases provides service reps additional support while working a case to quickly access relevant past cases. The listed cases aren't used as a grounding source during service plan creation. See Set Up Similar Cases.

What Quick Actions are supported?

Service Assistant supports several custom and standard Case object quick actions. Quick actions must be added to your Case Layout to be available for use in Service Assistant. The Agent Quick Action type isn't supported.

Quick Action Type	Supported Quick Actions	Required Permissions
Standard Case object	Case Comment Close Case Change Owner Change Status Log a Call Send Email Summarize Case	To set up the Summarize Case quick action, Salesforce admins require the Work Summaries User permission set. To use the Summarize Case quick action, service reps and the ServicePlanner User (agent user) require the Work Summaries User permission set.
Custom Case object	Create a Record Lightning Web Component (screen actions only) Log a Call Flow Send Email Update a Record Visualforce	Flow quick actions require the Run Flows app permissions. Visualforce quick actions require access and view permissions for the Visualforce page. See Set Visualforce Page Security from Profiles.

What's the difference between quick action instructions and subagent instructions?

Subagent instructions define your service policies and practices for working a particular record. They form the high-level, sequential steps of the service plan based on your service. Here's an example.

Name: Billing Issue
Instruction: For customer questions regarding anything related to a billing issue, first verify the transaction details in the payment system.

Quick action instructions define what it is and how it completes a specific task for a business process. They also specify any conditions, outcomes, or requirements for its use. Here's an example.

Name: Initiate Billing Dispute
Instruction: Launches a flow to document and submit a customer's billing dispute. This action must be used when a customer reports an incorrect or unrecognized charge on their account.

Both instructions work together to help Service Assistant determine when and why the quick action is matched to a specific subagent and its instructions and then shown in a service plan step. See Quick Actions in Service Assistant.

How do I write quick action instructions?

Writing an effective quick action requires following these two guidelines.

Guideline	Details	Example
Provide a descriptive and specific name that reflects the action's purpose.	The name states the exact use case, providing far more context than a generic name. The more specific the name, the better context Service Assistant has about the action's purpose.	Name: Mark Order As Shipped
Provide specificity in the quick action instruction	Instructions are tailored to a particular workflow in general business processes. The instruction serves to: Define what the action is State the task the quick action seeks to accomplish Specify any conditions for the quick action's use.	Instruction: Updates the Status field on the order record to a specified value. This action is intended for use after an order is fulfilled and the package is dispatched with a carrier.

Guideline

Details

Example

Provide a descriptive and specific name that reflects the action's purpose.

The name states the exact use case, providing far more context than a generic name. The more specific the name, the better context Service Assistant has about the action's purpose.

Name: Mark Order As Shipped

Provide specificity in the quick action instruction

Instructions are tailored to a particular workflow in general business processes. The instruction serves to:

Define what the action is
State the task the quick action seeks to accomplish
Specify any conditions for the quick action's use.

Instruction: Updates the Status field on the order record to a specified value. This action is intended for use after an order is fulfilled and the package is dispatched with a carrier.

It's important that quick action instructions have specificity. Service Assistant relies on the instruction to match the quick action to the right plan step. See these documents for further details and examples.

Is Data 360 Required?

Data 360 isn't required to draft service plans using only subagents and instructions. You don't need Data 360 turned on. However, the Service Assistant agent user (ServicePlanner User) requires the Data 360 User permission set to draft service plans. To have access to the permission set, you must have Data 360 provisioned.

If you ground Service Assistant in your Knowledge base using Agentforce Data Libraries or want to show a list of similar cases in the component, Data 360 must be turned on.

Is Data Cloud One Supported?

Yes. You can set up Service Assistant in any Data Cloud One companion org. All Service Assistant features are available for setup and use in companion orgs.

However, setting up knowledge grounding and similar cases requires modified steps. Currently, we only provide guidance on setting up similar cases in your companion org. Information about setup and use of knowledge grounding in your companion org is to be provided in a future update.

Can Service Assistant work with an Agentforce Service Agent?

There are no direct interactions between the AI agents. Service Assistant supports drafting service plans for cases and messaging sessions created by Agentforce Service Agent. These types include Email-to-Case and Messaging for In-App and Web.

What objects does Service Assistant support?

The Case, Messaging Session, and Voice Call objects. You can use Service Assistant for Case, Messaging, and Voice at the same time, and your agents and configurations work across all three objects.

What channels does Service Assistant support?

Service Assistant is available on the case, messaging session, and voice call record pages. It isn't supported in Service channels.

What messaging channels does Service Assistant for Messaging support?

Service Assistant for Messaging is supported on Enhanced Chat (formerly Messaging for In-App and Web), Facebook, and WhatsApp.

What languages does Service Assistant support?

By default, Service Assistant drafts all service plans in your company's preferred language. Although Salesforce offers a wide range of options for your company's default language, Service Assistant is limited to the specific subset of languages supported by Prompt Builder. See Supported Languages in Prompt Builder.

In addition, you can turn on and set up Real-Time Translations to translate service plans into your service reps' preferred language.

Reference Guide: Service Plan Translation
Set Up Steps: Set Up Service Plan Translation

Does Service Assistant support translation?

It depends on the plan type. Translation is available only for guidance plans for cases. Dynamic plans for cases, messaging sessions, and voice calls are always shown in English. For guidance plans, service plans are automatically translated into your company's preferred language when that language is supported by Prompt Builder. Guidance plans can be translated into your service reps' preferred language if you have Real-Time Translation enabled.

Is the service plan translated for messaging sessions and voice calls?

No. For Service Assistant for Messaging and Voice, the service plan card and plan steps aren't translated and are always shown in English. Service Replies within the Service Assistant component support translation separately. See Are Service Replies translated?.

Can I add service plan data to prompt templates?

You can set up and configure the Summarize Case and Draft Service Plan Email prompt templates. These templates help service reps draft emails, case posts, and case comments with key details from both the case and service plan using invocable actions. We provide you setup guidance and recommended configurations. See Set Up the Summarize Case Prompt Template and Set Up the Draft Service Plan Email Prompt Template.

You can also use the Get Service Plan Enhanced Data invocable action in Record Summary, Flex, and custom prompt templates. We don't provide guidance on how to add or configure the data action in these template types.

Does Service Assistant Support URLs?

Only in guidance plans. URLs included in subagent instructions or your knowledge articles are included in plan steps as clickable links only in guidance plans for cases.

In guidance plans for cases, URLs are included in plan steps as clickable links.
In dynamic plans for cases, messaging sessions, and voice calls, URLs are redacted.

See Access Resources Linked in Plan Steps with Clickable URLs.

What capabilities does Service Assistant offer beyond the service plan?

Service Assistant supports optional capabilities that extend resolution assistance beyond the service plan. They show as cards in the component alongside the plan, and they operate independently of the plan. Service Assistant doesn't have the context of a capability's output, and a capability has no context of the plan steps.

Case Catch-Up & Insights gives service reps a 360-degree view of the customer and case in one card. It's supported only in Service Assistant for Case, with both guidance and dynamic plans.
Service Replies gives service reps AI-suggested replies during active messaging sessions. It's supported only in Service Assistant for Messaging.

Each capability is standalone and has its own setup steps and permissions. You can set one up without a service plan and without completing the general Service Assistant setup, including creating an agent. See Service Plan UI and Agent Capabilities.

If I set up a capability, is it available anywhere else on the record?

No. When you set up a capability such as Case Catch-Up & Insights or Service Replies in Service Assistant, that capability is available only within the Service Assistant component. It isn't surfaced anywhere else on the record page. Service reps access the capability in the Service Assistant component itself, alongside the service plan and any other capabilities you set up.

How configurable is Service Assistant?

Service Assistant is highly configurable. The service plan and every capability surface through one component, and no single function is required, so you choose which ones to set up and tailor the experience to your business use cases. For example, you can set up the full experience with a service plan and capabilities, only a service plan, or only a capability such as Case Catch-Up & Insights.

Because each function is independent, you add only what your service reps need and configure the Service Assistant component as one central resolution workspace. See Service Assistant and the Adaptive Experience.

What are Service Replies in Service Assistant?

Service Replies surfaces AI-generated suggested replies directly in the Service Assistant component during active messaging sessions. The replies show as cards, so service reps can post or edit them without manual searching. Service Replies is supported only in Service Assistant for Messaging.

How do Service Replies interact with service plans?

They operate independently and in parallel. Service Replies show from the first message, while service plans start once the conversation contains enough context to identify the issue. Neither feature has context of the other's internal steps or instructions.

How do I turn on Service Replies?

First, complete the general Service Replies setup. Then, on the Service Replies Setup page, turn on Service Replies for Service Assistant.

What permissions do Service Replies require?

Users need the Service Replies User and Prompt Template User permission sets, in addition to the required Service Assistant permissions.

Do Service Replies use the same grounding as the plan steps?

No. You configure grounding separately. Service Replies use the grounding path selected on the Service Replies Setup page, either conversation prompts or a data library, and they don't access the Service Assistant agent's instructions or current plan steps.

Are Service Replies translated?

Yes. Translation is supported for Service Replies within the Service Assistant component. This translation doesn't extend to the Service Assistant component UI, plan steps, or the chat feed.

Do Service Replies consume Flex Credits?

No. Generating suggested replies from prompt templates doesn't draw down Flex Credits. If you ground Service Replies with a data library, each suggested reply generated from a search draws down Data 360 credits.