--- schema_version: "1" id: 1d216a7af945a036d88146379958a36f0ad30edbada53ceb4b2dd7e1935b4c5c title: Meet Service Assistant collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/sp_prod_basics.md canonical_url: https://help.salesforce.com/s/articleView?id=service.sp_prod_basics.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 039aa88c074c2f64b6538a3d692f670c5c1ce240873b203cc9ee9519f41e77eb description: 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. products: - Service Cloud - Service Intelligence release: "264" --- # Meet Service Assistant 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.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Service Assistant is only supported in the [legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=ai.agent_builder_explore.htm&language=en_US&type=5). Starting in July 2026, the requirement that new agents can only be created in the new Agentforce Builder doesn't apply to Service Assistant. You can continue to create and configure a Service Assistant agent in the legacy builder until further notice. See [Create Agents in the New Builder Only Starting July 2026](https://help.salesforce.com/s/articleView?id=release-notes.rn_agentforce_legacy_agent_creation.htm&release=262&type=5&language=en_US). 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. ![Service plan example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_plans_ov.png) 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](https://help.salesforce.com/s/articleView?id=service.sp_comps.htm&language=en_US) for reference guidance on all the sources used to ground Service Assistant in your company data. - **[Permissions and Licensing for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_permissions.htm&release=264.0.0&type=5)** Specific permissions are required to access and use Service Assistant. - **[Service Assistant Key Terms and Concepts](https://help.salesforce.com/s/articleView?id=service.sp_glossary.htm&release=264.0.0&type=5)** Review key terms and concepts used throughout the documentation. - **[Service Assistant Overview](https://help.salesforce.com/s/articleView?id=service.sp_ov.htm&release=264.0.0&type=5)** 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](https://help.salesforce.com/s/articleView?id=service.sp_features.htm&release=264.0.0&type=5)** 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](https://help.salesforce.com/s/articleView?id=service.sp_capability.htm&release=264.0.0&type=5)** 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](https://help.salesforce.com/s/articleView?id=service.sp_billing.htm&release=264.0.0&type=5)** 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](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5)** Review frequently asked questions about Service Assistant. - **[General Considerations for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_considerations_general.htm&release=264.0.0&type=5)** Review functionality, grounding, agent, and language considerations for Service Assistant. - **[Operational Considerations for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_considerations_ops.htm&release=264.0.0&type=5)** Review the Adaptive Experience and the operational changes that most affect how you set up and run Service Assistant.