---
schema_version: "1"
id: d64bf907bd253181af086b0520779014bdae9eb3a5d1420454042aef5ba4a289
title: Grounding with Related Record Data (Optional)
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/sp_rrg.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.sp_rrg.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: b184c24357215a519bb929bdeb804bd643a247853154bc95b9f40e3770cd3d71
description: Ground Service Assistant in data from related records to provide more contextual and detailed service plans.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Grounding with Related Record Data (Optional)

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

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

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.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:17.730496453900706%">
        <col style="width:39.71631205673759%">
        <col style="width:42.553191489361694%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d45146e69">Object</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d45146e72">Details</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d45146e75">Feature Reference and Setup</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d45146e69 ">Case </td>

          <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d45146e72 ">Service Assistant grounds a service plan on the text transcripts of closed
            Messaging Session and Voice Call records attached to the case. </td>

          <td data-label="Feature Reference and Setup" class="slds-cell-wrap" style="vertical-align:top;" headers="d45146e75 ">
            <ul>
              <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_mvg.htm&amp;type=5&amp;language=en_US" target="_blank">Grounding Case Service Plans with Related
                  Records</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_mvg_setup.htm&amp;language=en_US" target="_blank">Set Up Related Record Grounding for
                  Case</a></li>

            </ul>
          </td>

        </tr>
        <tr class="">
          <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d45146e69 ">Messaging </td>

          <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d45146e72 ">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.</td>

          <td data-label="Feature Reference and Setup" class="slds-cell-wrap" style="vertical-align:top;" headers="d45146e75 ">
            <ul>
              <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_rrg_msg.htm&amp;release=264.0.0&amp;type=5" title="Learn how to use related records as a grounding source for Service Assistant for Messaging to create more contextual and detailed plan steps.">Grounding Messaging Service Plans with
                  Related Records</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_rrg_setup_msg.htm&amp;release=264.0.0&amp;type=5" title="Ground messaging service plans in related records using a prompt template.">Set Up Related Record Grounding
                  for Messaging</a></li>

            </ul>
          </td>

        </tr>
        <tr class="">
          <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d45146e69 ">Voice </td>

          <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d45146e72 "> 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.</td>

          <td data-label="Feature Reference and Setup" class="slds-cell-wrap" style="vertical-align:top;" headers="d45146e75 ">
            <ul>
              <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_rrg_vc.htm&amp;release=264.0.0&amp;type=5" title="Learn how to use related records as a grounding source for Service Assistant for Voice to create more contextual and detailed plan steps.">Grounding Voice Service Plans with
                  Related Records</a></li>

              <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_rrg_setup_vc.htm&amp;release=264.0.0&amp;type=5" title="Ground voice service plans in related records using a prompt template and flow.">Set Up Related Record Grounding
                  for Voice</a></li>

            </ul>
          </td>

        </tr>
      </tbody>
    </table>

- **[Grounding Case Service Plans with Related Records (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_mvg.htm&release=264.0.0&type=5)**  
    Learn how to use Messaging Session and Voice Call records as a grounding source for Service Assistant for Case.
- **[Grounding Messaging Service Plans with Related Records (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_rrg_msg.htm&release=264.0.0&type=5)**  
    Learn how to use related records as a grounding source for Service Assistant for Messaging to create more contextual and detailed plan steps.
- **[Grounding Voice Service Plans with Related Records (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_rrg_vc.htm&release=264.0.0&type=5)**  
    Learn how to use related records as a grounding source for Service Assistant for Voice to create more contextual and detailed plan steps.