Mandatory Permissions for Service Assistant

• Mandatory Permissions
• Knowledge Grounding Permissions
• Agent Action Permissions

Mandatory Permissions

This table lists the minimum required permissions for Service Assistant. These permissions enable Salesforce admins to set up Service Assistant and grant service reps access to draft service plans on the Case and Messaging Session record pages. All listed personas require a user role. See Create a User Role and Assign Users to Role.

Knowledge Grounding Permissions

Reference Guide: Grounding with Knowledge | Setup Steps: Set Up Knowledge Grounding

Knowledge grounding augments your subagents and instructions to create plan steps directly from your knowledge articles. All articles used to create service plans are cited both in the plan steps and in the Sources section of the component. Custom permission sets are required for knowledge grounding.

The ServicePlanner User requires a custom permission set to grant the agent access to your knowledge base so it can add the content to service plans. Service reps require a custom permission set to access and view articles cited in the plan steps.

When you don't provide service reps the custom permission set, your knowledge articles are still used to create a service plan. However, the articles aren't cited in the service plan.

We only officially certify the use of the knowledge data library type for Service Assistant using Salesforce knowledge. Enterprise knowledge isn’t certified for use in Service Assistant. However, this doesn’t prevent you from setting up and testing other data types (file upload, custom retrievers, and web search) or using Enterprise Knowledge, but we don't provide setup guidance or recommendations for Service Assistant. All set up and usage follows the general Agentforce guidance. For details on custom retrievers, see Retrieve Data.

Agent Action Permissions

Reference Guide: Grounding with Agent Actions

To automate the completion of plan steps, Service Assistant supports standard and custom Agentforce actions. Standard actions are generally accessible to all Agentforce agents. Always confirm specific permission requirements in the Standard Agent Action Reference.

Custom action permissions are governed by the referenced Salesforce functionality. For any custom action, make sure the ServicePlanner User has the required permissions. All actions execute under the ServicePlanner User's permissions. For example, a flow custom action respects the flow's permissions, field-level security, and sharing settings. The ServicePlanner User needs Run Flows permission to execute it.

This table outlines the general permissions required for custom actions based on the functionality used. The required permissions apply to both the ServicePlanner User and your service reps. In addtion keep these points in mind.

• Apex class access. Explicitly grant the ServicePlanner User access to each Apex class the action calls. Without it, the action fails and you see a generic error message.
• Apex sharing mode. Use actions that query customer data without sharing in the Apex class. If the class uses sharing, the query can return zero results with no error message.
• Object permissions. Grant Read access on any object the action queries. If the action also creates or updates records, add Create and Edit access.
• Field-level security. Object-level Read access isn't enough. Each field the action reads needs explicit Read access granted on the permission set. Without it, blank values are returnd.

Important All actions executed automatically by the ServicePlanner User are unmetered. If an action requires manal confirmation or input from a service rep, they must have the Unmetered User Based AI permission set license.