--- schema_version: "1" id: 46b88f771fc9ee4b12caa097b469d2e415dbaa0da25184ef5cf2b53670e22c5a title: Set Up Service Assistant for Voice collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/sp_setup_vc.md canonical_url: https://help.salesforce.com/s/articleView?id=service.sp_setup_vc.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: de5880d91f45f95511d110114de6ce59f27dc16cd32a1dfd45ea31c86eb589fb description: Complete the required setup steps for Service Assistant for Voice. products: - Service Cloud - Service Intelligence release: "264" --- # Set Up Service Assistant for Voice Complete the required setup steps for Service Assistant for Voice. ### Required Editions
View supported editions.
User Permissions Needed
To set up Service Assistant for Voice:

Customize Application OR System Admin

AND

Service Planner Builder permission set
Before you begin: - Confirm that you completed the general setup and created at least one agent with subagents and instructions. See [Complete General Setup](https://help.salesforce.com/s/articleView?id=service.sp_setup_basics.htm&type=5&language=en_US). Also, make sure you have assigned your agent the General CRM, FAQ, or both subagents. - Confirm that you have set up either [Agentforce Contact Center Voice](https://help.salesforce.com/s/articleView?id=service.afcc_sv_setup.htm&type=5&language=en_US) or [Partner Contact Center Voice](https://help.salesforce.com/s/articleView?id=service.voice_setup.htm&type=5&language=en_US). - Confirm that you have call transcripts and recordings set up based on your chosen telephony model. - For Partner Contact Center Voice, see [Configure Call Transcription](https://help.salesforce.com/s/articleView?id=service.voice_setup_transcription.htm&type=5&language=en_US). - For Agentforce Contact Center Voice, see [Enable Recording and Transcription](https://help.salesforce.com/s/articleView?id=service.afcc_sv_enable_recording_and_transcription.htm&type=5&language=en_US). The core setup requires configuring an eligibility flow that determines which voice calls can have a service plan. See [Eligibility Criteria](https://help.salesforce.com/s/articleView?id=service.sp_eligibility_reference.htm&type=5&language=en_US). The eligibility flow doesn't rely on the Service Planner User's Run Flow permission to run when a service rep opens a voice call record. Both service reps and admins require direct access to the flow. We don't recommend giving your reps the Run Flows app permission unless it aligns with your company's security standards. We recommend granting access through a custom permission set. To do so, [restrict the flow's default general access](https://help.salesforce.com/s/articleView?id=platform.flow_distribute_security.htm&type=5&language=en_US), and then create a custom permission set that you assign to both the admin and service reps. We guide you through the process. Alternatively, restrict the flow's default general access, and then assign the flow to the Standard User profile if that aligns with your company's security standards. You can use your own flow as long as it's an autolaunched flow that has one string input and one boolean output. You must still grant both admins and service reps access to your flow. 1. [Create Your Voice Eligibility Criteria Flow](https://help.salesforce.com/s/articleView?id=service.sp_setup_vc.htm&release=264.0.0&type=5 "To specify which voice call records can have a service plan, create an eligibility criteria flow, and then add the flow to the Voice section of the Service Assistant Setup page. To help you build the flow, we provide a flow template.") 2. [Grant Access to Your Eligibility Flow](https://help.salesforce.com/s/articleView?id=service.sp_setup_vc.htm&release=264.0.0&type=5 "Grant users access to your eligibility flow with a custom permission set that provides access to the flow. The custom permission set is required for service reps and admins, even when admins have the Run Flows or Manage Flows permissions.") 3. [Add Your Eligibility Criteria Flow to Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_setup_vc.htm&release=264.0.0&type=5 "Complete your eligibility criteria setup by adding your configured flow to the Service Assistant Setup page.") 4. [Turn On Service Assistant for Voice](https://help.salesforce.com/s/articleView?id=service.sp_setup_vc.htm&release=264.0.0&type=5 "Turn on the features that activate Service Assistant for Voice.") 5. [Set a Default Agent](https://help.salesforce.com/s/articleView?id=service.sp_setup_vc.htm&release=264.0.0&type=5 "Because Service Assistant supports multiple agents, set a default agent in the Set Up Your Agent Assignment section of the Setup page so that an agent is always assigned to a record when your eligibility criteria are met.") 6. [Assign Service Assistant for Voice Permissions](https://help.salesforce.com/s/articleView?id=service.sp_setup_vc.htm&release=264.0.0&type=5 "Assign permissions that grant users access to Service Assistant for Voice.") 7. [Set Up the Service Assistant Component for Voice](https://help.salesforce.com/s/articleView?id=service.sp_setup_vc.htm&release=264.0.0&type=5 "To complete your setup, add the Service Assistant component to the Voice Call record page. Service Assistant accesses the transcript only when the component is on the Voice Call record page.") ## Create Your Voice Eligibility Criteria Flow To specify which voice call records can have a service plan, create an eligibility criteria flow, and then add the flow to the Voice section of the Service Assistant Setup page. To help you build the flow, we provide a flow template. 1. From Setup, in the Quick Find box, enter Flows, and then select **Flows**. 2. Under All Flows, select **Check Service Plan Eligibility for VoiceCall**. 3. On the Flow Builder canvas, select the **Is Voice Session Eligible for Service Plan?** Decision element. 4. On the Yes tab, under Outcome Details of the Decision element properties, delete the ineligibilityReason resource. Keep all others. ![Example: Outcome details resource removal](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_flow_outcome_details_vc.png) 5. To add other conditions that determine when to generate a service plan, click **\+ Add Condition**. By default, the flow includes conditions so that ended or inactive voice calls can't have a service plan. 6. Optional: From the Manager Tab, under Text Templates, select **DefaultIneligibilityReasonTextTemplate** to modify the default body text. The text tells service reps that a case can't have a service plan because it doesn't meet the eligibility criteria. The message that the service rep sees is based on the eligibility criteria that you've set in the flow. For example, if a condition set in the Decision element isn't met, service reps get a message such as "You can't create a service plan because the case isn't part of the specified queue." ![Example: Service Assistant flow text template configuration](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_text_temp.png) 7. From the top-right corner of flow builder, click **Save as New Flow**. 8. In the Save As window, enter a name and an optional description, and then click **Save**. 9. Activate your flow and exit Flow Builder. 10. From the Flow Builder setup page, go to your eligibility flow. 11. Click the dropdown list next to the flow, and then select **Edit Access**. 12. Select **Override default behavior and restrict access to enabled profiles or permission sets**. 13. Click **Save**. ## Grant Access to Your Eligibility Flow Grant users access to your eligibility flow with a custom permission set that provides access to the flow. The custom permission set is required for service reps and admins, even when admins have the Run Flows or Manage Flows permissions. 1. From Setup, in the Quick Find box, enter Permission Sets, and then select **Permission Sets**. 2. On the Permission Sets page, click **New**. 3. Enter a name for the permission set and an optional description. We recommend that you name the permission set Voice Call Eligibility Flow Access. Don't select a license. 4. Click **Save**. 5. On the Permission Sets page, select **Voice Call Eligibility Flow Access** or the name that you provided. 6. On the permission set detail page, under Apps, select **Flow Access**. 7. In the Flow Access section, click **Edit**. 8. Add your voice call eligibility flow to the Enabled Flows section. 9. Save your work. 10. Assign the permission set to yourself and your service reps. ## Add Your Eligibility Criteria Flow to Service Assistant Complete your eligibility criteria setup by adding your configured flow to the Service Assistant Setup page. 1. On the Service Assistant Setup page, in the Customize Experience by Object section, select the **Voice** tab, and then go to the Add Eligibility Criteria section. 2. In the Flow Label field, select your eligibility criteria flow. 3. In Input Variables, select your variable. 4. In Output Variables, set the Eligibility Result Variable and Ineligibility Reason Variable fields. 5. Save your work. ![Example: Service Assistant eligibility criteria setup page configuration](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_eligibility_setup_vc.png) After you add your flow to Service Assistant, your eligibility criteria setup is complete. Go to the Turn on Service Assistant for Voice section of the Setup page. ## Turn On Service Assistant for Voice Turn on the features that activate Service Assistant for Voice. 1. Go to the Turn on Dynamic Plans section, and then turn on the toggle. ![The Turn on Dynamic Service Plans setting turned on.](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_setup_msg_dp.png) 2. Go to the Turn on Service Assistant for Voice section, and then turn on the toggle. ![The Service Assistant for Voice setting turned on.](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_setup_vc_enable.png) Next, go to the Set Up Your Agent Assignment section. ## Set a Default Agent Because Service Assistant supports multiple agents, set a default agent in the Set Up Your Agent Assignment section of the Setup page so that an agent is always assigned to a record when your eligibility criteria are met. If you created only one agent, select it. That agent is assigned to every record that meets your eligibility criteria. If you have more than one agent, select a single agent that contains a subagent and instructions for a use case that you want to test. You don't need to set a flow at this time. The remaining setup procedures guide you through assigning permissions, adding the component to the record page, and validating that a service plan generates, which is based on the single agent you set as your default agent. Setting up and testing multiple agents isn't covered here because setup requires additional time and testing. See [Multiple Agents in Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_ma_setup.htm&type=5&language=en_US). 1. In the Set Up Your Agent Assignment section, under Set a Default Agent, select your agent. 2. Don't set a flow in Define Your Multi-Agent Assignment Criteria. 3. Save your work. ![The Set a Default Agent section of the Service Assistant Setup page.](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_ma_setup_defualt_agent.png) Next, assign the permissions that grant users access to Service Assistant for Voice. ## Assign Service Assistant for Voice Permissions Assign permissions that grant users access to Service Assistant for Voice. When you create a Service Assistant agent, the ServicePlanner User (the agent user) is automatically assigned the Service Planner Agent User and Agentforce\_Service\_Assistant Permissions permission sets. To generate service plans for voice, the agent user requires a custom permission set that grants object and app access to the Voice Call object. Also, make sure service reps have the Voice Eligibility Flow Access custom permission set assigned. Without it, the eligibility criteria flow doesn't run when a service rep opens the record page. 1. From Setup, in the Quick Find box, enter **Permission Sets**, and then select **Permission Sets**. 2. Create an Agent Voice Access custom permission set that grants Access Conversation Entries and View All Voice and Video Calls app permissions. 3. Assign the Agent Voice Access custom permission set to the ServicePlanner User, and then confirm your users have these permissions.
Persona User License Standard Permission Sets Custom Permissions
Service Assistant Admin Salesforce Service Planner Builder Voice Eligibility Flow Access
Service Rep Salesforce
  • Service Planner User
  • Access Agentforce Default Agent
 Voice Eligibility Flow Access
ServicePlanner User (agent user) Einstein Agent
  • Agentforce_Service_Assistant Permissions*
  • Service Planner Agent User
  • Data 360 User

*This is a default name provided by Agentforce. If you provided your agent a specific name in the Agent Creator, then the permission set name matches your agent name.

Agent Voice Access permission set

Required app permissions:

  • Access Conversation Entries
  • View All Voice and Video Calls
Next, add the Service Assistant component to the Voice Call record page. ## Set Up the Service Assistant Component for Voice To complete your setup, add the Service Assistant component to the Voice Call record page. Service Assistant accesses the transcript only when the component is on the Voice Call record page. 1. From the Voice Calls list page, open a record that meets your eligibility criteria. 2. On the record page, click the Gear icon, and then select **Edit Page**. 3. In the Components menu, search for and select **Service Assistant**, and then add the component anywhere on the canvas. 4. Click **Save**, and then click **Activate**. 5. Exit Lightning App Builder, return to the record page, and confirm that the component appears on the page. When you have an active voice call, your eligibility criteria are met, and there's enough context based on the transcript (1), the service plan starts automatically and the first step of the plan appears (2). There’s no Start Plan button. Service Assistant is active and processes a service plan only when the record owner is a human user. It doesn't process requests when any other user owns the record, such as a bot or queue. ![A service plan starting automatically on a Voice Call record.](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_setup_vc_plan_initiate.png) What counts as enough context to start the plan depends on whether there’s an issue or problem clearly defined in the transcript (1). There's no standard threshold for the number of messages required to have the first step of the plan show in the component. Plan processing and initiation depend on the telephony model, transcript processing time, and clarity of the messages in the transcript. Also, there is no indication that step is generating.The component remains static. The step shows automatically a few moments after a clear issue is identified in the transcript. To test your configuration, start a voice call and complete a full service plan. - Confirm that Service Assistant shows the first plan step when there's enough context. - Confirm that the guidance in each step is consistent with your grounding sources and that Service Assistant shows the correct actions at the right time. - Review each step for accuracy against your grounding sources, monitor when actions and steps are cited, and use the agent chat to look up knowledge and run actions. - Use the agent chat to ask for knowledge information, run actions, and draft plan summaries. If a plan doesn’t start: - Check the permissions for your agent user (ServicePlanner User). Make sure it has the required app permissions needed for the Agent Voice Access permission set. - Confirm you have a default agent assigned in the Setup page and confirm the agent is active. Also check that the agent has a subagent that matches to the specific issue referenced in the transcript. - Check your eligibility flow configuration and access to the flow. Make sure the voice call type is eligible for a plan and that you have direct access to the flow, even if you have the Run All Flows app permission. The flow doesn’t run on the ServicePlanner Users’ permissions. See [Create Your Voice Eligibility Criteria Flow](https://help.salesforce.com/s/articleView?id=service.sp_setup_vc.htm&release=264.0.0&type=5 "To specify which voice call records can have a service plan, create an eligibility criteria flow, and then add the flow to the Voice section of the Service Assistant Setup page. To help you build the flow, we provide a flow template.") and [Grant Access to Your Eligibility Flow](https://help.salesforce.com/s/articleView?id=service.sp_setup_vc.htm&release=264.0.0&type=5 "Grant users access to your eligibility flow with a custom permission set that provides access to the flow. The custom permission set is required for service reps and admins, even when admins have the Run Flows or Manage Flows permissions.") For more detailed testing and troubleshooting guidance, see [Test Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_comps_build.htm&release=264.0.0&type=5 "To test the accuracy of your Service Assistant setup, create service plans on the record page. How you test depends on the plan type you use."). If you haven't already attached a data library to your agent, review our knowledge grounding setup guidance in [Set Up Knowledge Grounding](https://help.salesforce.com/s/articleView?id=service.sp_ka_setup.htm&release=264.0.0&type=5 "Ground service plans in your knowledge base with Agentforce Data Libraries."). Knowledge grounding requires extra permissions plus additional testing and validation to make sure that your service plans are grounded in your knowledge base. We provide details on our recommended configuration, what to expect when referencing citations, and troubleshooting information. We only officially certify the use of the knowledge data library type for Service Assistant. However, this doesn’t prevent you from setting up and testing other data types (file upload, custom retrievers, and web search), but we don't provide setup guidance or recommendations specific to those data types for Service Assistant. All set up and usage follows the general Agentforce guidance. For details on custom retrievers, see Retrieve Data. ![Voice knowledge 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_setup_vc_plan_initiate_ka.png)