---
schema_version: "1"
id: e7d63181c9650c174b2dc784cffd66c0e0d7f258c28c223a7e1c4c51e34858d6
title: Service Assistant for Case Permissions
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/sp_permissions_case.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.sp_permissions_case.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 138ee31f8c812c9a199e28a83cc3c42cfd2f1bc6f9331b0a7b2742e9970db2eb
description: Review the permissions required to access and use features specific to Service Assistant for Case.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Service Assistant for Case Permissions

Review the permissions required to access and use features specific to Service Assistant for Case.

### 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 for Case requires all permissions listed in the Mandatory Permisions section of [Mandatory Permissions for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_permissions_mandatory.htm&type=5&language=en_US). In addition, the permissions below are required to grant Service Assistant access to optional features for case.

- [Optional Permissions: Case Catch-Up & Insights](https://help.salesforce.com/s/articleView?id=service.sp_permissions_case.htm&release=264.0.0&type=5)
- [Optional Permissions: Messaging and Voice Record Grounding](https://help.salesforce.com/s/articleView?id=service.sp_permissions_case.htm&release=264.0.0&type=5)
- [Optional Permissions: Quick Actions](https://help.salesforce.com/s/articleView?id=service.sp_permissions_case.htm&release=264.0.0&type=5)
- [Optional Permissions: Prompt Templates](https://help.salesforce.com/s/articleView?id=service.sp_permissions_case.htm&release=264.0.0&type=5)
- [Optional Permissions: Similar Cases](https://help.salesforce.com/s/articleView?id=service.sp_permissions_case.htm&release=264.0.0&type=5)
- [Optional Permissions: Service Plan Translation](https://help.salesforce.com/s/articleView?id=service.sp_permissions_case.htm&release=264.0.0&type=5)

## Optional Permissions: Case Catch-Up & Insights

Reference Guide: [Case Catch-Up & Insights](https://help.salesforce.com/s/articleView?id=service.sp_ccui.htm&release=264.0.0&type=5 "Case Catch-Up & Insights gives service reps instant customer and case context with AI-generated summaries of the customer engagement, associated account, sentiment, and case health score.") | Setup Steps: [Set Up Case Catch-Up & Insights (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_ccui_setup.htm&release=264.0.0&type=5 "Turn on Case Catch-Up & Insights capability in the Service Assistant Setup page and then activate and configure each insight's associated prompt template.")

Case Catch-Up & Insights is a capability that gives service reps a 360-degree view of the customer and case through AI-generated summaries of the associated account, the customer's opening sentiment, and case health analytics. The capability loads in the Service Assistant component when a service rep opens a case.

To use this capability, the Service Assistant admin and service reps require Prompt Builder permissions. The ServicePlanner User doesn't require additional permissions.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:26.666666666666668%">
          <col style="width:20%">
          <col style="width:53.333333333333336%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e134">Persona</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e137">User License</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e140">Required Permissions</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e134 ">Service Assistant Admin</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e137 ">Salesforce</td>

            <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e140 ">
              <ul>
                <li>Service Planner Builder</li>

                <li>Prompt Template Manager</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e134 ">Service Rep</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e137 ">Salesforce</td>

            <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e140 ">
              <ul>
                <li>Service Planner User</li>

                <li>Prompt Template User</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e134 ">ServicePlanner User (the agent user)</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e137 ">Einstein Agent</td>

            <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e140 ">None</td>

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

## Optional Permissions: Messaging and Voice Record Grounding

Reference Guide: [Grounding with Related Records](https://help.salesforce.com/s/articleView?id=service.sp_mvg.htm&language=en_US) | Setup Steps: [Set Up Record Grounding](https://help.salesforce.com/s/articleView?id=service.sp_mvg_setup.htm&language=en_US)

Service Assistant analyzes the transcripts of messaging and voice records to create a case summary that details what took place in the conversation and drafts a service plan that continues from where the conversation ended. This feature is available for dynamic and guidance plans.

To use this feature, the ServicePlanner User (agent user) requires a custom permission set with Messaging Session app and object permissions. This gives Service Assistant record-level access to the messaging and voice transcripts and includes the information in a service plan.

Service reps don't require additional permissions to view data from messaging and voice records included in drafted service plans. However, accessing the messaging session or voice call record from the case still adheres to your organization's sharing rules. Service reps must have record-level access to open and view the records attached to the case.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:23.529411764705884%">
          <col style="width:17.647058823529413%">
          <col style="width:58.82352941176471%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e244">Persona</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e247">User License</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e250">Required Permissions</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e244 ">Service Assistant Admin</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e247 ">Salesforce</td>

            <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e250 ">Service Planner Builder permission set</td>

          </tr>
          <tr class="">
            <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e244 ">ServicePlanner User (agent user)</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e247 ">Einstein Agent</td>

            <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e250 ">
              <p>The ServicePlanner User requires a custom permission set to access the transcripts of
                messaging and voice records attached to a case for incorporation into the service plan.</p>
              <p>Recommended custom permission set name: <strong>Conversation Grounding Access</strong></p>
              <p>Permissions to include:</p>
              <ul>
                <li>App Permissions: Access Conversations Entries, View all Voice and Video Calls</li>

                <li>Messaging Sessions object permission: Read, View All Fields</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e244 ">Service Rep</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e247 ">Salesforce</td>

            <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e250 ">None. Messaging and voice record data included in a service plan is always visible to
              service reps. The inclusion of the record data is provided through the ServicePlanner User's
              permissions.</td>

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

## Optional Permissions: Quick Actions

Reference Guide: [Grounding with Quick Actions](https://help.salesforce.com/s/articleView?id=service.sp_qa.htm&language=en_US) | Setup Steps: [Set Up Quick Actions](https://help.salesforce.com/s/articleView?id=service.sp_qa_setup.htm&language=en_US)

Quick actions provide automation for guidance service plans so service reps can complete step tasks directly in the component. This feature is available for guidance plans only. See [Service Plans](https://help.salesforce.com/s/articleView?id=service.sp_plans.htm&type=5&language=en_US).

The [mandatory permissions for Aervice Assistant](https://help.salesforce.com/s/articleView?id=service.sp_permissions_mandatory.htm&type=5&language=en_US) provide view and execute most quick actions in Service Assistant. However, additional permissions are required for Flow and Visualforce quick actions.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:20%">
          <col style="width:30%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e361">Quick Action Type</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e364">Supported Quick Actions in Service Assistant</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e367">Required Permissions</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Quick Action Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e361 ">Standard Case object</td>

            <td data-label="Supported Quick Actions in Service Assistant" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e364 ">
              <ul>
                <li>Case Comment</li>

                <li>Close Case</li>

                <li>Change Owner</li>

                <li>Change Status</li>

                <li>Log a Call</li>

                <li>Send Email</li>

              </ul>
            </td>

            <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e367 ">Service Planner User permission set</td>

          </tr>
          <tr class="">
            <td data-label="Quick Action Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e361 ">Custom Case object</td>

            <td data-label="Supported Quick Actions in Service Assistant" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e364 ">
              <ul>
                <li>Create a Record</li>

                <li>Lightning Web Component (screen actions only)</li>

                <li>Log a Call</li>

                <li>Flow</li>

                <li>Send Email</li>

                <li>Update a Record</li>

                <li>Visualforce</li>

              </ul>
            </td>

            <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e367 ">
              <p>Flow and Visualforce quick actions require permissions in addition to the mandatory
                Service Assistant permissions.</p>
              <ul>
                <li>Flow quick actions require Run Flows app permissions.</li>

                <li>Visualforce quick actions require access and view permissions for the Visualforce page.
                  See <a href="https://help.salesforce.com/s/articleView?id=platform.users_profiles_visualforce_access.htm&amp;language=en_US&amp;type=5" target="_blank">Set Visualforce Page Security from Profiles</a>.</li>

              </ul>
            </td>

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

## Optional Permissions: Prompt Templates

Reference Guide and Setup Steps: [Add Plan Data to Case Communications](https://help.salesforce.com/s/articleView?id=service.sp_pt_setup.htm&language=en_US)

Two prompt templates are available for use with Service Assistant: Draft Service Plan Email and Summarize Case. These prompt templates add service plan information to Case emails, Case feed posts and comments, and Case summaries.

To use the Draft Service Plan Email prompt template, these permissions are required.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:26.666666666666668%">
          <col style="width:20%">
          <col style="width:53.333333333333336%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e496">Persona</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e499">User License</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e502">Required Permissions</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e496 ">Service Assistant Admin</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e499 ">Salesforce</td>

            <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e502 ">
              <ul>
                <li>Einstein Service Email Assistant User permission set</li>

                <li>Prompt Template Manager permission set</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e496 ">Service Rep</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e499 ">Salesforce</td>

            <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e502 ">
              <ul>
                <li>Einstein Service Email Assistant User permission set</li>

                <li>Prompt Template User permission set</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e496 ">ServicePlanner User</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e499 ">Einstein Agent</td>

            <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e502 ">None</td>

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

To use the Summarize Case prompt template, these permissions are required.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:26.666666666666668%">
          <col style="width:20%">
          <col style="width:53.333333333333336%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e584">Persona</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e587">User License</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e590">Required Permissions</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e584 ">Service Assistant Admin</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e587 ">Salesforce</td>

            <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e590 ">
              <ul>
                <li>Prompt Template Manager permission set</li>

                <li>Work Summaries User permission set</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e584 ">Service Rep</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e587 ">Salesforce</td>

            <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e590 ">
              <ul>
                <li>Prompt Template User permission set</li>

                <li>Work Summaries User permission set</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e584 ">ServicePlanner User</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e587 ">Einstein Agent</td>

            <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e590 ">Work Summaries User permission set</td>

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

## Optional Permissions: Similar Cases

Reference Guide and Setup Steps: [Set Up Similar Cases](https://help.salesforce.com/s/articleView?id=service.sp_sc_ov.htm&language=en_US)

Service reps receive additional guidance when working a service plan with a list of similar cases that's displayed at the bottom of the component. This list serves only as a reference tool to provide extra context and support. The listed cases aren't used as grounding sources for creating the service plan. This feature is available for guidance plans only.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:23.529411764705884%">
          <col style="width:17.647058823529413%">
          <col style="width:58.82352941176471%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e683">Persona</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e686">User License</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e689">Required Permissions</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e683 ">Service Assistant Admin</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e686 ">Salesforce</td>

            <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e689 ">
              <p>Data Cloud Architect permission set</p>
              <p style="margin-bottom:0;">Make sure your default data space is enabled on the permission set. See <a href="https://help.salesforce.com/s/articleView?id=data.c360_a_data_spaces_associate_perm_sets.htm&amp;language=en_US&amp;type=5" target="_blank">Associate a Permission Set with a Data Space</a>.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e683 ">Service Rep</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e686 ">Salesforce</td>

            <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e689 ">Service reps only require record-level access to access the cases listed in the
              component. They only have access to view the list of cases in the component with the Service
              Planner User permission set.</td>

          </tr>
          <tr class="">
            <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e683 ">ServicePlanner User</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e686 ">Einstein Agent</td>

            <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e689 ">Data 360 User permission set</td>

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

## Optional Permissions: Service Plan Translation

Reference Guide: [Service Plan Translation](https://help.salesforce.com/s/articleView?id=service.sp_translation.htm&language=en_US) | Setup Steps: [Set Up Service Plan Translation](https://help.salesforce.com/s/articleView?id=service.sp_translation_setup.htm&language=en_US)

Service plans are translated into service reps' preferred language using [Real-Time Translations](https://help.salesforce.com/s/articleView?id=service.real_time_translations_considerations.htm&language=en_US). Service plan translation is only available guidance plans for case. Dynamic plans for case, messaging, and voice aren't translated.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:26.593406593406595%">
          <col style="width:21.978021978021978%">
          <col style="width:51.42857142857142%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e782">Persona</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e785">User License</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e788">Required Permissions</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e782 ">Service Assistant Admin</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e785 ">Salesforce</td>

            <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e788 ">Service Planner Builder</td>

          </tr>
          <tr class="">
            <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e782 ">Service Rep</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e785 ">Salesforce</td>

            <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e788 ">
              <ul>
                <li>Service Planner User</li>

                <li>Service Plan Translation</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e782 ">ServicePlanner User</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e785 ">Einstein Agent</td>

            <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e788 ">None</td>

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