Grounding Voice Service Plans with Related Records (Optional)

Service Assistant grounds service plans for voice calls with several standard data sources: the transcript data, subagents, knowledge articles, and actions. You add data by grounding on related records with a configurable Voice Call Related Record Details prompt template and a Get Related Record Details for a Voice Call flow that we provide you. The two resources work together to ground the service plan in both Voice Call field data and related-record data.

The Voice Call Related Record Details prompt template grounds the plan in standard and custom Voice Call fields. Use the template to add standard and custom Voice Call fields as inputs. Manually add the fields you want to ground on. No Voice Call fields are included by default.

The prompt template includes only a default input to a configurable flow that retrieves the related object data to ground on. Because Voice Call has a polymorphic lookup for related records, the prompt template can't identify which related object a field included in the template points to.

Instead, use the Get Related Record Details for a Voice Call template-triggered prompt flow to specify the related object and fields to ground on. By default, the flow grounds the plan on these Case and Account fields specified in Prompt Instruction Elements.

• Case: Case Number, Subject, Description, Priority, Status, Origin, Type
• Account: Name, Type, Industry, Annual Revenue, Phone, Website, Account Description

The flow is a standard flow and is active by default. You can use the flow as is, add or remove the standard fields, or add objects and fields.

When the prompt template and flow are active, Service Assistant incorporates the referenced data, along with your other grounding sources, to build service plan steps. Because Service Assistant performs a fresh search of all grounding sources when it creates a step, it automatically references the related-record data for each step. When your grounding fields change or you update the prompt template or flow, Service Assistant captures the updated data and uses it to create the next step. Field, prompt template, or flow updates don't trigger Service Assistant to automatically regenerate the current plan step.

Keep in mind that not every step is grounded in or references the related-record data. Service Assistant reviews the grounded data in relation to the context of the active conversation. If the data isn't relevant to the conversation, the data isn't incorporated in the plan steps.

Setting Up Related Record Grounding for Voice

To use related-record grounding, turn on Include Context from Related Records from the Voice tab of the Service Assistant Setup page and configure the prompt template and flow. When the feature is turned on from the Setup page and the prompt template and flow are active, Service Assistant automatically references the related-record data during plan generation. You don't need to assign the flow or prompt template to Service Assistant.

From Prompt Builder, review the default Voice Call Related Record Details prompt template and optionally add standard or custom Voice Call object fields to ground on. The prompt template is a standard template and is active by default.

From Flows Setup, review the default Get Related Record Details for a Voice Call flow. Edit the default configuration to add, remove, or modify the default grounding objects and fields. Save and activate the flow.

See Set Up Related Record Grounding for Voice.

Required Permissions and Data Access

To include related-record data in a voice service plan, grant the ServicePlanner User (agent user) and service reps access to all objects and fields included in the prompt template and flow. Grant access by creating a Voice Record Grounding custom permission set. Service reps also need the Prompt Template User permission set.

The ServicePlanner User's access retrieves and passes the data into the plan, and the service rep's access lets that data appear in the service plan. Grant service reps access to the objects and fields set in your configuration according to your data access and sharing rules.

These permissions are in addition to the Service Assistant Mandatory Permissions and Service Assistant for Voice Permissions. This table summarizes all permissions required for related record grounding.

Person	User license	Permissions
Service Assistant Admin	Salesforce	Service Planner Builder permission set Prompt Template Manager
ServicePlanner User (agent user)	Einstein Agent	Agent Voice Access custom permission set Voice Record Grounding custom permission set
Service Rep	Salesforce	Prompt Template User permission set Service Planner User permission set Voice Record Grounding Access permission set Voice Eligibility Flow Access permission set

Considerations for Voice Related Record Grounding

• Service Assistant grounds only on text-based field data including picklists and checkboxes. Any files or images included in the record aren't used for grounding.
• Grounding doesn't require a related record to be closed or ended. Service Assistant can ground on a related record in any state.
• If you set up multiple Service Assistant agents for voice, all agents reference the same prompt template and flow.