Ground service plans in related records, such as Account or Contact, to provide more contextual and detailed service plans.
Required Editions
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Related records are an optional grounding source. 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. After you turn it on, each object has its own setup steps for the related records you want to ground on.
How Service Assistant processes and grounds the related-record data also differs by object. For full details, review the reference guidance for each object in Grounding with Related Records.
- Set Up Related Record Grounding for Case (Optional)
Ground service plans on messaging sessions and voice call records that are associated with the case. - Set Up Related Record Grounding for Messaging (Optional)
Ground messaging service plans in related records using a prompt template. - Set Up Related Record Grounding for Voice (Optional)
Ground voice service plans in related records using a prompt template and flow.