--- schema_version: "1" id: 8300b199cc6586b4520a852e7a9e877972e7409f79d468befe51c51533ea9e49 title: Mandatory Permissions for Service Assistant collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/sp_permissions_mandatory.md canonical_url: https://help.salesforce.com/s/articleView?id=service.sp_permissions_mandatory.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: b3733e751985fe196ec57dcfedaca792ccbeca7596908252c0fb3059c7fc8f9a description: Review the mandatory permissions that are required to access and use Service Assistant for all supported objects and plan types. In addition, permissions for knowledge grounding and agent actions are included here since these features are supported across all objects and plan types. products: - Service Cloud - Service Intelligence release: "264" --- # Mandatory Permissions for Service Assistant Review the mandatory permissions that are required to access and use Service Assistant for all supported objects and plan types. In addition, permissions for knowledge grounding and agent actions are included here since these features are supported across all objects and plan types. ### Required Editions
View supported editions.
- [Mandatory Permissions](https://help.salesforce.com/s/articleView?id=service.sp_permissions_mandatory.htm&release=264.0.0&type=5) - [Knowledge Grounding Permissions](https://help.salesforce.com/s/articleView?id=service.sp_permissions_mandatory.htm&release=264.0.0&type=5) - [Agent Action Permissions](https://help.salesforce.com/s/articleView?id=service.sp_permissions_mandatory.htm&release=264.0.0&type=5) ## 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](https://help.salesforce.com/s/articleView?id=platform.admin_roles.htm&language=en_US&type=5) and [Assign Users to Role](https://help.salesforce.com/s/articleView?id=platform.assigning_users_to_roles.htm&language=en_US&type=5).
Persona Responsibility User License Required Permissions
Service Assistant Admin

Sets up and manages Service Assistant.

 Salesforce
  • Service Planner Builder permission set
Service Rep

Uses Service Assistant on the case or messaging session record page.

See Work with Service Assistant.

 Salesforce
  • Service Planner User permission set
  • Access Agentforce Default Agent permission set
Service Manager

Gathers and evaluates service plan performance metrics with Service Insights.

See Monitor Service Assistant.

 Salesforce
  • Agentforce Default Admin
  • Service Planner User
  • Data Cloud admin
  • Data Cloud Marketing admin
  • Data Cloud Salesforce Connector*
  • Prompt Template Manager
  • Prompt Template User
  • Tableau Next Included App Manager permission set

*Requires the Draft Service Plans with Generative AI system permission enabled for the permission set.
ServicePlanner User

A ServicePlanner User is created for Service Assistant when you create the agent in the Agentforce Builder.

The agent user is automatically assigned the listed user license and first two standard permission sets. Agentforce_Service_Assistant Permissions is a permission set provided by Agentforce. Don't remove it.

You must manually assign the Data 360 User permission set.

 Einstein Agent
  • Service Planner Agent User
  • Agentforce_Service_Assistant Permissions
  • Data 360 User permission set
## Knowledge Grounding Permissions Reference Guide: [Grounding with Knowledge](https://help.salesforce.com/s/articleView?id=service.sp_knowled_topics.htm&language=en_US&type=5) | Setup Steps: [Set Up Knowledge Grounding](https://help.salesforce.com/s/articleView?id=service.sp_ka_setup.htm&language=en_US&type=5) 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](https://help.salesforce.com/s/articleView?id=ai.data_library_choose_data_source.htm&type=5&language=en_US). For details on custom retrievers, see [Retrieve Data](https://help.salesforce.com/s/articleView?id=data.c360_a_ai_retriever.htm&type=5&language=en_US).
Persona User License Required Permissions
Service Assistant Admin Salesforce
  • Knowledge User is enabled on your user record
  • Data Cloud Architect permission set*

*Requires your default data space enabled on the permission set. See Associate a Permission Set with a Data Space.
Service Rep Salesforce

Recommended custom permission set name: Service Rep Knowledge Access

Permissions to include:

  • Knowledge object permissions: Read, View All Records, View All Fields
  • App permission: Allow View Knowledge

The custom permission set lets reps view knowledge content included in drafted service plans.
ServicePlanner User Einstein Agent

Recommended custom permission set name: Agent Knowledge Access

Permissions to include:

  • App permission: Allow View Knowledge
  • Knowledge object permissions: Read, View All Records, View All Fields. Grant access to any custom Knowledge record types.
  • Data Category Visibility: Grant access to the data categories that are assigned to your knowledge articles.

The custom permission set grants Service Assistant access to your knowledge content so it can add the content to service plans.
## Agent Action Permissions Reference Guide: [Grounding with Agent Actions](https://help.salesforce.com/s/articleView?id=service.sp_actions.htm&language=en_US&type=5) 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](https://help.salesforce.com/s/articleView?id=ai.copilot_actions_ref.htm&language=en_US&type=5). 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](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png) 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](https://help.salesforce.com/s/articleView?id=ai.generative_ai_usage_unmetered_considerations.htm&type=5&language=en_US).
Action Type Permissions
Prompt template actions Permission Set: Prompt Template User
Flow actions

App Permission: Run Flows

OR

Grant access to individual flows

See Limit User Access to Execute Flows.
Apex class actions

Apex Class Access: Select the Apex classes that the agent uses. See How Does Apex Class Security Work?
Object used in the actions The ServicePlanner User and Service Rep must also have access to the objects referenced by the Agentforce Actions. The required level of access, such as Read or Edit, should correspond to the action's intended function. For example, Edit permissions are necessary for actions that update records or fields. Read permissions are for actions that verify data without modifying it.