Meet Agentforce Service Assistant, a proactive AI agent for case and messaging session records that helps service reps resolve issues faster with real-time resolution guidance.
Required Editions
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Service Assistant is a proactive AI agent on the case, messaging session, and voice call record pages that guides service reps through issue resolution. Instead of digging through documents and knowledge articles, service reps get AI-generated record summaries and step-by-step resolution guidance, known as service plans. Service Assistant surfaces this guidance in the Service Assistant Lightning web component, a panel on the record page.
Service Assistant builds the service plan from your company data, so the guidance is grounded in your record data, subagents, agent actions, and knowledge articles. Beyond the service plan, Service Assistant offers optional capabilities, such as Case Catch-Up & Insights and Service Replies, that give service reps more resolution assistance.
Example of Service Assistant for Case
Example of Service Assistant for Messaging
Example of Service Assistant for Voice
Use this learning map to navigate your way around the Service Assistant documentation.
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Service Assistant Overview Review general information about permissions, billing, and features. Get Ready for Service Assistant |
Ground Service Assistant Review reference guidance for grounding Service Assistant in your data. |
Setup and Test Service Assistant Complete the required general Service Assistant setup for all objects and then complete the object-specific setup. Testing Service Assistant is manual and requires creating service plans on case or messaging session records. |
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Extend Service Assistant Reference this section to learn how to extend Service Assistant capabilities with quick actions, similar cases, and prompt templates. Extend Service Assistant for Case Set Up Case Catch-Up and Insights |
Work with Service Assistant Learn how to work with service plans. |
Monitor Service Assistant Learn how to gather key performance indicators for Service Assistant. |
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Learn More Check out these resources to learn more about Service Assistant.
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- To keep things clear in the age of AI agents, we're now referring to the humans who use Service Cloud as "service reps" rather than "agents." We wish we could snap our fingers to update this language everywhere, but you can expect to see the original use of "agent" in a few places until we replace it, including in the app itself.
- Service Assistant is supported only in the legacy Agentforce Builder. Starting in July 2026, the requirement that new agents can be created only 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.
- Beginning in April 2026, agent topics are now called subagents. There are no changes to functionality. During this transition, you might see a mix of the new and previous terms in the documentation. See Topics Are Now Subagents.