Learn about Service Assistant, it’s capabilities, and the experiences is to help service reps resolve a case, messaging, voice records.
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Service Assistant is a proactive AI agent on the case, messaging session, or voice call record pages. It proactively monitors the entire record and orchestrates a set of agent functions in real-time that help a service rep resolve customer issues. These functions come together in the Service Assistant component, a Lightning web component that shows as a panel on the record page and serves as a resolution workspace for service reps. Together, Service Assistant's proactivity and its functions make up the Adaptive Experience, which includes:
- Service plans that provide real-time, step-by-step resolution guidance grounded in the record data and several grounding sources, like knowledge. A service plan is the core feature of Service Assistant and adapts in real-time to record updates.
- Agent capabilities that provide service reps additional context and resolution assistance alongside the service plan, such as Case Catch-Up & Insights and Service Replies.
- Agent chat that gives service reps on-demand resolution assistance from Service Assistant, like looking up knowledge information and asking to run actions.
The articles in this section describe the core functions of Service Assistant in more detail.
- Service Assistant Agent, Component, and Capabilities
Learn about the Service Assistant component, where service reps work through a service plan and receive additional resolution support with agent chat and optional capabilities. - Service Plans
Service Assistant gives service reps AI-generated resolution guidance through a service plan, plus additional resolution support through capabilities. - Agent Chat for Service Assistant
Agent chat gives service reps a conversational way to ask Service Assistant questions, look up knowledge, and run actions in the Service Assistant component as they work on a record. - Service Assistant Record Processing
Learn how Service Assistant processes record data to create service plans.