---
schema_version: "1"
id: 273481adeabde05391f71a8bd5609f4020d309b05f56c31a551695c847510c03
title: Service Assistant for Voice Features
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/sp_features_vc.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.sp_features_vc.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 65ae17cc767e3823bb6a280281f2626b51a49766b1d9556a92250ab642defac0
description: Review the features for Service Assistant for Voice that add to the general Service Assistant features.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Service Assistant for Voice Features

Review the features for Service Assistant for Voice that add to the general Service Assistant features.

### 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>

## Automatically Start Dynamic Plans

Service Assistant starts a dynamic plan as soon as it detects the intent of the voice call, so service reps don't click Start Plan. Reps get started resolving the issue faster.

A plan starts automatically only after these requirements are met.

- The record meets your [eligibility criteria](https://help.salesforce.com/s/articleView?id=service.sp_eligibility_reference.htm&type=5&language=en_US).
- The voice call transcript contains enough context for Service Assistant to detect the intent.

When you have an active voice call, your eligibility criteria are met, and there's enough context based on the transcript, the service plan starts automatically and the first step of the plan appears. Service Assistant doesn't show a summary plan, and you don't click Start Plan. The plan starts automatically by default.

There's no standard threshold for the number of messages needed to start the service plan. Typically, 5 or more messages start the service plan, but the number can be more or less depending on how much context is available in the transcript. What counts as enough context to start the service plan varies and depends on the telephony model, transcript processing time, and clarity of the messages in the transcript.

This feature is turned on automatically when you turn on Service Assistant for Voice from the Voice tab of the Service Assistant Setup page. When it's turned on, the Start Plan button isn't shown in the plan summary. See [Set Up Service Assistant for Voice](https://help.salesforce.com/s/articleView?id=service.sp_setup_vc.htm&type=5&language=en_US).

## Related Record Grounding

Give service reps more contextual, detailed plan steps by grounding Service Assistant in related-record data. A default prompt template retrieves the standard and custom Voice Call fields that you specify, and a default flow retrieves data from the Case or Account related to the voice call. Service Assistant references both, along with your other grounding sources, each time it creates a plan step. To ground on data from other objects and fields, modify the flow.

To use this feature, turn on Include Context from Related Records on the Voice tab of the Service Assistant Setup page, and then configure the prompt template and flow. Both the ServicePlanner User and your service reps need access to the objects and fields that the prompt template and flow reference.

- Reference: [Grounding Voice Service Plans with Related Records (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_rrg_vc.htm&type=5&language=en_US)
- Setup: [Set Up Related Record Grounding for Voice](https://help.salesforce.com/s/articleView?id=service.sp_rrg_setup_vc.htm&type=5&language=en_US).