---
schema_version: "1"
id: 0dcd7f08957eeb020fc02a236a8e28d8147130e88681de366e907525ea73f97a
title: Set Up Similar Cases for Data Cloud One (Optional)
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/sp_sc_dc1.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.sp_sc_dc1.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 766ecf5c0e16dd164518def84f63ea4aac9fda3d8b43502557f52b29052ef031
description: Show a list of similar Cases in Service Assistant when using a Data 360 companion org.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Set Up Similar Cases for Data Cloud One (Optional)

Show a list of similar Cases in Service Assistant when using a Data 360 companion org.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
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            <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&amp;type=5&amp;language=en_US" target="_blank">View supported editions.</a></td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" style="vertical-align:top;">
              <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to:
            </td>

            <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case with guidance plans.</td>

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            <td class="slds-cell-wrap" style="vertical-align:top;">
              <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> This article doesn't apply to:
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            <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case with dynamic plans.</td>

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      </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d9953e94">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d9953e94 ">To set up similar cases for Service Assistant:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d9953e94 ">
              <p>You have a Data Cloud One companion org and these permission sets assigned.</p>
              <p>Data Cloud Architect permission set*</p>
              <p>AND</p>
              <p>Service Planner Builder permission
                set</p>
              <p style="margin-bottom:0;">*Requires your default data space enabled on the Data Cloud Architect permission
                set. See <a href="https://help.salesforce.com/s/articleView?id=data.c360_a_data_spaces_associate_perm_sets.htm&amp;language=en_US&amp;type=5" target="_blank">Associate a Permission Set with a Data
                  Space</a>.</p>
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These steps guide you through configuring the similar cases feature for Data 360 and Data Cloud One companion orgs. This process utilizes case mapping, indexes, and retrievers from your home org, following the standard [Set Up Similar Cases](https://help.salesforce.com/s/articleView?id=service.sp_sc_ov.htm&type=5&language=en_US) documentation. The standard similar cases configuration we provide retrieves cases based on the Subject and Description fields.

Before you begin, make sure you have completed the general Service Assistant setup in your companion org. See [Set Up Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_start_setup.htm&type=5&language=en_US).

- If you already have Service Assistant installed in a companion org, you only need to set up your case data stream, index, and retriever in your home org and assign companion org-specific permissions.
- If you already have Service Assistant setup in your companion org and have a case data stream, index, and retriever configured in your home org, you only need to assign companion org permissions and then add your retriever to Service Assistant. See [Step 3: Complete Companion Org Setup](https://help.salesforce.com/s/articleView?id=service.sp_sc_dc1.htm&release=264.0.0&type=5)

Considerations

- All Service Assistant extension features are also supported in the companion org. You can optionally choose to set those up in the companion org. See [Extend Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_extend.htm&type=5&language=en_US). There are no permissions differences for using each extension feature in companion orgs.
- Setting up knowledge grounding in companion orgs requires a separate configuration as the knowledge data library type isn’t supported in companion orgs. Setup instructions for knowledge grounding in companion orgs will be provided in a future update.
- Service Assistant can only be installed in companion orgs. It can't be used in both a home and a companion org. You can install Service Assistant on multiple companion orgs.
- You can only create your case data streams, object mappings, search indexes, and retrievers in your home org.
- Your companion org must contain existing case data. This data is ingested into the home org during the setup process. Service Assistant surfaces only the ingested companion cases. It doesn't reference home org cases.

## Step 1: Complete Data Cloud One Setup

Start your setup by connecting your home org and companion org. If you already have a connection established, confirm the connection is active and go to the next section.

1. From your home org, [set up a Data Cloud on companion connection](https://help.salesforce.com/s/articleView?id=data.c360_a_companion_connection_setup.htm&type=5&language=en_US).
2. When the connection is in progress, go to the companion org and assign the admin user the Data Cloud One permission set. The permission set is required to complete the connection. Make sure the permission set has access to the default data space.
3. From the home org, go to the Data Cloud One Setup page, select your companion org connection, and confirm the connection status is Active and the Companion Sync Status is Succeeded. See [Data Cloud One Companion Connection Statuses](https://help.salesforce.com/s/articleView?id=data.c360_a_companion_connection_statuses.htm&type=5&language=en_US).

## Step 2: Complete Home Org Setup

Set up the similar cases feature in your home org.

The setup steps guide you through the creation of a Case data stream, object mapping, search index, and retriever in your home org. You must complete the setup in your home org because the features used to complete steps aren't available in companion orgs. See [Data 360 Features on Companion Orgs](https://help.salesforce.com/s/articleView?id=data.c360_a_companion_org_data_cloud_features.htm&type=5&language=en_US).

1. Complete procedures 1-4 in [Set Up Similar Cases](https://help.salesforce.com/s/articleView?id=service.sp_sc_ov.htm&language=en_US&type=5).
2. When you complete the steps, go to the AI Model app.
3. From the AI Models tab, on the left-side navigation bar, Select **Retrieve**.
4. From the Retrievers list view page, select your retriever and then click **Test Retriever**.
5. Use the Retriever Playground to test your setup.
    
    1. Confirm your filter conditions listed in the Include in Search section. These conditions correspond to the filters configured during your retriever setup.
    2. Use the chat box to enter a case subject or description.
    3. Review your results. All cases are scored on a scale from 0.0-1.00. Only cases that have a score of 0.6 or higher are shown in the Service Assistant component. If you see that no cases pass the 0.6 threshold, that means the subject or description fields aren’t populated with enough or relevant information.
    
    ![Retriever test 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_sc_retriever_test.png)
    
    If cases aren’t populated or they don’t meet the 0.6 threshold, try these troubleshooting steps.
    
    - Confirm that you have Cases of the type you're searching for in the companion org. Try different search terms.
    - Review both the data stream configuration and your object mappings to ensure the right fields are included and mapped to the right DMO.
    - Confirm both the retriever and search index are active in your home org.
    - Make sure that you have the correct fields included in the Fields for Filtering tab of your search index. If you find that fields are missing, then you must create a new search index.
    - Review your retriever field filtering configuration to confirm that you have the right fields set. The field filtering configuration controls what field data is sorted through and retrieved from your indexed Case data. Specifically, confirm that you set the Closed filter to have a value of "true" where the "t" must be lower case. Applying "true" applies to any picklist field. Confirm that your retriever is active.
    - Review your retriever configuration to modify or set filters search to only retrieve cases that meet specific criteria, such as being created after a specific date or being set to Closed.

## Step 3: Complete Companion Org Setup

Configure similar cases in your companion org.

1. Assign these permissions set licenses to the admin user.
    1. Agentforce (Default)
    2. Agentforce Service Agent Builder
    3. Einstein Prompt Templates
    4. Remote Data Cloud
    5. Service Planner Access
2. Assign these permission sets to the admin user.
    1. Service Planner Builder
    2. Service Planner User
    3. Prompt Template User
    4. Prompt Template Manager
    5. Agentforce Default Admin
    6. Data Cloud One
3. Assign the ServicePlanner User (agent user) the Data Cloud One permission set and make sure the permission set has access to the default data space.
4. Assign your service reps the service planner user permission set.
5. From the Service Assistant Setup page, go to Step 4: Customize Experience by Object.
6. From the Case tab, in the Find and Show Similar Cases (Optional) section, turn on Similar Cases.
7. From the Add a Data Cloud Retriever section, add the data retriever you created in your home org and then click **Save**.
8. Go to a case record and draft service plan. Confirm you see a list of similar cases at the bottom of the component.
    
    ![DC1 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_sc_dc1_plan.png)
    
    Confirm that general setup is complete.
    
    - From the Service Assistant Setup page, remove your selected retriever. Then turn off the Similar Cases feature and turn it back on. Then draft a new service plan.
    - Confirm that your data stream, search index, and retriever are active in the home org.
    - Confirm that the search index **Last Run Status** shows **Ready** before you expect results in Service Assistant. If you don’t see **Ready**, rebuild your search index or create a new one.
    
    Review the search index configuration.
    
    - Review your chunking and filter conditions set in your search index. Make sure that you set the Subject and Description as fields for chunking. Follow the guidance in Step 3 of [Set Up Similar Cases](https://help.salesforce.com/s/articleView?id=service.sp_sc_ov.htm&language=en_US&type=5).
    - Review and modify any other fields you selected for chunking and filtering. Make sure they’re included in your search index chunking and filtering configuration and are available when you configure your retriever.
    - If you set a date range in your search index, review and modify the range.
    
    Review your retriever settings.
    
    - Review the filter settings in your search index and in your retriever. If you filter by the Closed field or any picklist field, make sure that the Value field is set to “true”. The “t” must be lowercase.
    - Confirm that you selected the right retriever and that it's an individual retriever. The Similar Cases feature doesn't support ensemble retrievers.
    - For the data retriever, increase the number of results returned to 50.
    - In the AI Models tab of Data 360, go to your retriever and open the Retriever Playground. Run queries similar to real case subjects and descriptions. Only results with a similarity score of 0.6 or higher appear in Service Assistant. If you see no cases or only low-scoring cases, adjust your test queries on the retriever detail page. Update your filters, widen the date range, or improve case field content. If more accurate cases are returned, apply the changes you made to your search index and retriever.