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Grounding with Related Record Data (Optional)

Ground Service Assistant in data from related records to provide more contextual and detailed service plans.

Required Editions

View supported editions.

As an optional grounding source for Service Assistant, you can ground Service Assistant on related records to provide more detailed and customer-specific service plans.

You turn on related-record grounding per object on the Service Assistant Setup page. Each object has its own setup steps for the related records you want to ground on. How Service Assistant accesses and grounds on the related record data also differs by object.

Adding related record data to service plans requires granting the agent user and service reps read access to the objects and fields you want to ground on. The ServicePlanner User's access lets Service Assistant retrieve and pass the data into the plan, and the service rep's access lets that data appear in the service plan. We detail the specific permissions needed for each object.

Object Details Feature Reference and Setup
Case Service Assistant grounds a service plan on the text transcripts of closed Messaging Session and Voice Call records attached to the case.
Messaging Service Assistant grounds a messaging service plan on field data from related records, through a configurable prompt template. By default, the template grounds on preset Case and Account fields. Modify the template to add or remove fields, or to include other objects.
Voice Service Assistant grounds a voice service plan on field data from related records, through both a configurable prompt template and a prompt flow. The prompt template adds data from standard or custom Voice Call fields, and the flow adds data from related records.