Service Assistant is a proactive Agentforce agent that helps service reps resolve cases and messaging sessions faster with record summaries and real-time, step-by-step resolution guidance.
Required Editions
| View supported editions. |
Service Assistant is a proactive AI agent on the case and messaging session record that guides service reps through issue resolution. Instead of digging through company documents and knowledge articles to figure out how to resolve a record, 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 that shows as a panel on the record page.
Service Assistant builds the service plan from your company data, so the guidance is fully grounded in multiple sources, such as the record data, subagents and instructions, agent actions, and knowledge articles from Agentforce Data Libraries. With a dynamic plan, Service Assistant monitors the record in real time and adapts the guidance as the record changes.
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.
Get to know Service Assistant before you set it up. The following sections describe the permissions and licenses you need, key terms to know, the features available for each object, the types of service plans, agent capabilities and record processing, and how billing works. See Grounding Sources for reference guidance on all the sources used to ground Service Assistant in your company data.
- Permissions and Licensing for Service Assistant
Specific permissions are required to access and use Service Assistant. - Service Assistant Key Terms and Concepts
Review key terms and concepts used throughout the documentation. - Service Assistant Overview
Learn about Service Assistant, it’s capabilities, and the experiences is to help service reps resolve a case, messaging, voice records. - Service Assistant Features Overview
Review the feature overviews as a quick reference to learn what general features Service Assistant supports and the features specific to Service Assistant for Case, Messaging, and Voice. - Service Assistant Capabilities
Extend Service Assistant with optional capabilities that give service reps more resolution assistance in the component in addition to a service plan. - Service Assistant Billing and Consumption
Service Assistant is a consumption-based product that uses Flex Credits and Data 360 credits. Feature consumption and billing differ between the Agentforce for Service and Einstein for Service licenses. Consumption also varies depending on the plan type you use and the features you turn on for each plan type. - Service Assistant Frequently Asked Questions
Review frequently asked questions about Service Assistant. - General Considerations for Service Assistant
Review functionality, grounding, agent, and language considerations for Service Assistant. - Operational Considerations for Service Assistant
Review the Adaptive Experience and the operational changes that most affect how you set up and run Service Assistant.