---
schema_version: "1"
id: a0f7ab706b55057aac7b1cd7f06b4249379fd4cd4905a0a3099e695c5c579170
title: Agentforce Service Assistant
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/sp_intro.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.sp_intro.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 1aecf27965348dae25bf8997068b736794a23070aa48cab70d01ead7b4509585
description: 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.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Agentforce Service Assistant

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

<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 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 Case](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_plans_ov.png)

Example of Service Assistant for Messaging

![Example of Service Assistant for Messaging](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_msg.png)

Example of Service Assistant for Voice

![Example of Service Assistant for Voice](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_vc_ex.png)

Use this learning map to navigate your way around the Service Assistant documentation.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:33.33333333333333%">
        <col style="width:33.33333333333333%">
        <col style="width:33.33333333333333%">
      </colgroup>
      <tbody>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="sp_intro__test"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_intro__test" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/learning_maps/lm_start.png" alt="Start"></span>
            </p>
            <p>
              <strong>Service Assistant Overview</strong>
            </p>
            <p>Review general information about
              permissions, billing, and features.</p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.sp_prod_basics.htm&amp;language=en_US" target="_blank">Meet Service Assistant</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.sp_features.htm&amp;language=en_US" target="_blank">Features overview</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.sp_permissions.htm&amp;language=en_US" target="_blank">Permissions and Licensing</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.sp_glossary.htm&amp;language=en_US" target="_blank">Key Terms and Concepts</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.sp_billing.htm&amp;language=en_US" target="_blank">Billing and Consumption</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.sp_prep.htm&amp;type=5&amp;language=en_US" target="_blank">Get Ready for Service Assistant</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.sp_considerations.htm&amp;type=5&amp;language=en_US" target="_blank">Considerations for Service
                Assistant</a></p>
            <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&amp;type=5&amp;language=en_US" target="_blank">Frequently Asked Questions</a></p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="sp_intro__image_ogv_ltc_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_intro__image_ogv_ltc_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/learning_maps/lm_build_1.png" alt="Wrench"></span>
            </p>
            <p><strong>Ground Service Assistant</strong>
            </p>
            <p>Review reference guidance for grounding Service Assistant in your
              data.</p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.sp_comps.htm&amp;language=en_US&amp;type=5" target="_blank">Grounding Source Overview</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.sp_topics_start.htm&amp;language=en_US" target="_blank">Grounding with Subagents</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.sp_knowled_topics.htm&amp;language=en_US" target="_blank">Grounding with Knowledge</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.sp_actions.htm&amp;language=en_US" target="_blank">Grounding with Agent Actions</a>
            </p>
            <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.sp_cv.htm&amp;language=en_US" target="_blank">Grounding with Context Variables</a></p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="sp_intro__image_xck_ptc_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_intro__image_xck_ptc_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/learning_maps/lm_build_1.png" alt="Wrench"></span>
            </p>
            <p>
              <strong>Setup and Test Service Assistant</strong>
            </p>
            <p>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. </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.sp_start_setup.htm&amp;type=5&amp;language=en_US" target="_blank">Setup Overview</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.sp_setup_basics.htm&amp;language=en_US&amp;type=5" target="_blank">Complete General Setup</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.sp_start_setup.htm&amp;language=en_US" target="_blank">Set Up Service Assistant </a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.sp_setup_case.htm&amp;language=en_US" target="_blank">Set Up Service Assistant for
                Case</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.sp_ka_setup.htm&amp;type=5&amp;language=en_US" target="_blank">Set Up Knowledge Grounding</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.sp_setup_cv.htm&amp;type=5&amp;language=en_US" target="_blank">Set Up Context Variables</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.sp_ma_setup.htm&amp;type=5&amp;language=en_US" target="_blank">Set Up Multiple Agents</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.sp_ka_setup.htm&amp;language=en_US" target="_blank">Test Service Assistant</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.sp_troubleshooting_and_error_messages.htm&amp;language=en_US" target="_blank">Troubleshoot Error Messages</a></p>
            <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.sp_test_knowledge.htm&amp;type=5&amp;language=en_US" target="_blank">Troubleshoot Knowledge</a></p>
          </td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="sp_intro__image_j3h_bmb_v2c"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_intro__image_j3h_bmb_v2c" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/learning_maps/lm_extend_1.png" alt="User"></span>
            </p>
            <p><strong>Extend Service Assistant</strong>
            </p>
            <p>Reference this section to learn how to extend Service Assistant
              capabilities with quick actions, similar cases, and prompt templates.</p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.sp_extend.htm&amp;release=264.0.0&amp;type=5" title="Learn about the optional features that extend Service Assistant for Case.">Extend Service Assistant for Case</a>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.sp_ccui_setup.htm&amp;type=5&amp;language=en_US" target="_blank">Set Up Case Catch-Up and Insights
              </a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.sp_qa_setup.htm&amp;type=5&amp;language=en_US" target="_blank">Set Up Quick Actions</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.sp_mvg_setup.htm&amp;type=5&amp;language=en_US" target="_blank">Set Up Related Record Grounding for
                Case</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.sp_sc_ov.htm&amp;release=264.0.0&amp;type=5" title="Show a list of similar cases in a service plan that service reps can review for context while working on a case.">Set Up Similar
                Cases</a>
            </p>
            <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.sp_translation_setup.htm&amp;type=5&amp;language=en_US" target="_blank">Set Up Service Plan Translation</a></p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/learning_maps/lm_user_2.png" alt="User"></span>
            </p>
            <p>Work with Service Assistant </p>
            <p>Learn how to work with service
              plans.</p>
            <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=sp_component_usage.htm&amp;language=en_US" target="_blank">Work with Service Assistant</a>
            </p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/learning_maps/lm_data_2.png" alt="Analyze"></span>
            </p>
            <p><strong> Monitor Service Assistant</strong>
            </p>
            <p>Learn how to gather key performance indicators for Service Assistant.</p>
            <p style="margin-bottom:0;">
              <a href="https://help.salesforce.com/s/articleView?id=service.sp_performance.htm&amp;language=en_US&amp;type=5" target="_blank">Analyze Service Assistant
                Performance</a>
            </p>
          </td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/learning_maps/lm_learn_end_1.png" alt="End"></span>
            </p>
            <p><strong>Learn More</strong></p>
            <p>Check out these resources to learn more about Service
              Assistant.</p>
            <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/trailhead.png" alt="End"></span> Trailhead: <a href="https://trailhead.salesforce.com/content/learn/modules/service-assistant-dynamic-experience-quick-look" target="_blank">Agentforce Service Assistant: Quick
                Look</a></p>
            <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/trailhead.png" alt="End"></span> Trailhead: <a href="https://trailhead.salesforce.com/content/learn/modules/agentforce-service-assistant?trail_id=agentforce-service-assistant-onboarding-setup-and-customization" target="_blank">Module: Agentforce Service Assistant</a></p>
            <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/video.png" alt="End"></span> Video: <a href="https://salesforce.vidyard.com/watch/qUkhcfRdpzfz2R1i7UtHeh" target="_blank">Service Plan Eligibility</a></p>
            <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/video.png" alt="End"></span> Video: <a href="https://salesforce.vidyard.com/watch/U3mc9MZqNPPHy3vu2LeELc" target="_blank">Service Assistant Basics: Knowledge Grounding</a></p>
            <p style="margin-bottom:0;"><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/video.png" alt="End"></span> Video: <a href="https://salesforce.vidyard.com/watch/gBd3Bwy2t1XzDo711hQd2C" target="_blank">Service Assistant Basics: Multiple Agents</a></p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">&nbsp;</td>

          <td class="slds-cell-wrap" style="vertical-align:top;">&nbsp;</td>

        </tr>
      </tbody>
    </table>

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png)

Note

- 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](https://help.salesforce.com/s/articleView?id=ai.agent_builder_explore.htm&type=5&language=en_US). 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](https://help.salesforce.com/s/articleView?id=release-notes.rn_agentforce_legacy_agent_creation.htm&release=262&type=5&language=en_US).
- 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](https://help.salesforce.com/s/articleView?id=release-notes.rn_einstein_agentforce_subagent_new_name.htm&release=260&type=5&language=en_US).