Troubleshoot Service Assistant Error Messages

• A service plan isn't available because the eligibility requirements aren't met. Ask your Salesforce admin for details.
• This case isn't eligible for a service plan yet. To create service plans, try a different case or ask your Salesforce admin to update the eligibility criteria.
• To create service plans, try a different record or ask your Salesforce admin to update the eligibility criteria

• Make sure that your eligibility flow is activated.
• Make sure that you added your flow to the Define Service Plan Eligibility Criteria section of the Service Assistant Setup page.
• Review and update the assignments set in your flow.

An agent wasn't assigned to the record. Ask your Salesforce admin to check the agent assignment flow and make sure all agents are activated.

This is the only error message for agent record assignment and routing issues. The error message indicates that your agent assignment flow has an issue. Issues include a general flow error, a timeout, an invalid or inactive agent API name, or no agent matching the record criteria and no default agent set to handle the record.

• Confirm that you have a default agent set in the Set Up Your Agent Assignment section of the Service Assistant Setup page.
• Check that you have the right flow set in the Set Up Your Agent Assignment section of the Service Assistant Setup page.
• Review your assignment criteria and the input and output variables set in your flow.
• Confirm that you have the right agent API names set in your flow.
• Test your flow in Debug mode. Enter the record ID of a test case that relates to your routing conditions and then verify it routes to the correct agent.

Note The default agent is assigned only when the flow executes successfully but returns an empty or null API name. There's no message in the component that indicates the default agent is assigned. See the Default Agent Configuration section in Multiple Agents in Service Assistant.

This error message applies to all objects.

A general error occurs where Service Assistant can’t start a plan or stops in the middle of a plan.

• Refresh the page.
• For Case, make any update to the subject or description.
• For Messaging and Voice, enter a message in the chat box.

If the issue persists, contact Salesforce Customer Support.

This error message applies to all objects.

• Make sure the service rep has the Service Planner User permission set assigned.
• For Messaging and Voice, make sure the service rep has direct access to the eligibility flow.

To create a service plan, save your changes and try again.

This error message applies to Case only.

• Make any simple update to the Subject or Description, such as adding a period. Then click Redraft Plan.
• If you don't see the Redraft Plan button, refresh the page.

This error message applies to all objects.

• For Case, this message indicates that the case contains information in the Subject, Description, case comments, case feed, or case emails that indicates the case or issue is resolved. Remove that information, and then refresh the page. The Draft Plan or Start Plan button appears.
• For Messaging and Voice, the chat indicates that the customer no longer has an issue or that it's resolved. Continue the chat to state an issue, and Service Assistant starts to regenerate a plan.

• We couldn't draft a service plan summary, but we'll keep trying. If the issue continues, contact your Salesforce admin.
• We couldn't draft a service plan summary. Contact your Salesforce admin for help.

The error message applies to Case and Messaging only. Service Assistant for Voice doesn't have a summary plan.

• Confirm that the mandatory permissions for Case and Messaging are assigned to all users. See Permissions and Licensing.
• For Case, if you ground on case emails, case comments, or the case feed through Service AI Grounding, make sure the ServicePlanner User has access to the objects.
• For Case, make sure that you have a subagent created for the issue. A general-purpose subagent, such as “Issue Resolution Assistance,” can’t produce an accurate summary. Create a subagent for each type of issue, with instructions for resolving it.
• For Messaging, make sure that the conversation contains enough context for Service Assistant to identify the issue. The chat messages clearly state an issue, such as “I want to start a return.”
• If you use knowledge grounding, the issue can be due to permissions. The summary plan can include knowledge data. Check that the ServicePlanner User (agent user) has the Data 360 User permission set and has access to any customer record types, fields, and data categories.
• Confirm that the ServicePlanner User has access to the default data space on any assigned permission set. While this isn't mandatory as part of users' required permissions, it can resolve general data library access issues. See Associate a Permission Set with a Data Space..

The error messages apply to Case and Messaging only. Service Assistant for Voice doesn't have a summary plan.

Case

• Make sure that the case has a clear, descriptive subject that relates to the subagent you expect to be matched for the case.
• Make sure that the case has sufficient detail in the description about the issue or request. We recommend one or two sentences.
• Make sure that you have a subagent created for the issue. If the only subagent that applies is general-purpose, such as “Issue Resolution Assistance,” Service Assistant can’t generate an accurate summary, even when the Subject and Description clearly state the issue. Create a subagent for each type of issue, with instructions for resolving it.
• Review your Service AI grounding configuration. Make sure that all the fields and related case objects that you want to ground on are selected. Then review the data in these fields. Make sure that the information in your grounding fields or the case feed, comments, and emails is clear and non-conflicting. Conflicting information can result in less detailed or unclear case summaries and summary steps.
• Make sure that the ServicePlanner User has access to case comments, case emails, and the case feed.

Messaging

• Make sure that the conversation contains enough context for Service Assistant to identify the issue. The amount of conversation needed can vary. Generally, five messages are sufficient, and they indicate an issue, such as "I want an order refund."
• Make sure that the service rep is an assigned owner of the record. Service Assistant is active and processes a service plan only when the record owner is a human user.

This error message applies to all objects.

• For Case, review the subject and description to make sure a clear issue is stated and you have a subagent created for the issue.
• For Messaging and Voice, there isn’t enough contextual information in the transcript to detect the customer's issue. This can be due to transcription issues, such as messages in the transcript being broken, issues with the chat typed by the customer, or unclear content from the voice call.

• We couldn't draft a service plan because no relevant topics exist. Ask your Salesforce admin to create one, or add more context to the item.
• We couldn't draft a service plan because we couldn't find any related topics. Ask your Salesforce admin to create a relevant topic, or try again.

These error messages apply to Service Assistant for Case.

Subagents in Service Assistant relate to a specific issue or business process, such as "Transaction Declined" or "Processing Returns." These troubleshooting steps summarize key concepts from Grounding with Topics, Topic Best Practices, and Topic Strategy. For more detailed guidance, see those resources.

• Avoid generic titles such as "Case resolution assistance," which are too broad for Service Assistant to match cases accurately. Instead, create distinct topics that each address one specific case category, such as "Product Defect Report," "Billing Dispute," or "Account Access Issue."
• Categorize topics by case type. For example, use "Return Request" for general inquiries, but create more specific topics such as "Shoe Return Request" if processes vary by product.

• Make sure that each instruction outlines only one task. Multiple steps in a single instruction can reduce accuracy.

  Example of what to avoid: "Make sure that the customer has provided the required information, including a valid return date, customer name, and receipt or order number. After you have the required information, confirm the purchase in the return management system. In addition, send an email to the customer that the information is complete and valid."

• Something went wrong while creating a plan. Ask your Salesforce admin to review the data library configuration.
• Ask your Salesforce admin to review the data library configuration.
• Check your data library configuration.
• I couldn't find any sources to cite. Ask your Salesforce admin to check the data library configuration.

These errors are due to issues with permissions or the data library configuration.

First, go to the Agentforce Builder and check that your data library is active.

• If it isn't active or in a ready status, rebuild the search index and retriever.
• If it's active and in a ready status, remove the data library and then add it back to the agent.

Then, start another service plan on a new record. If the issue persists, review more troubleshooting guidance in Troubleshoot Knowledge.

If the issue persists after taking the general troubleshooting steps, try the targeted troubleshooting listed in the next row.

If there's no resolution after completing the targeted troubleshooting, contact Salesforce Customer Support. The error is likely due to a technical issue with Data 360.

• Check permissions and data access for both the ServicePlanner User and your service reps.
• Review your data library setup.

Specific guidance is provided in Troubleshoot Knowledge.

• Check permissions and data access for both the ServicePlanner User and your service reps.
• Review your data library setup.

Specific guidance is provided in Troubleshoot Knowledge.

Targeted errors:

• I couldn't find any sources to cite. Try redrafting the service plan. If the issue continues, ask your Salesforce admin to contact Salesforce Customer Support for help with the data library retriever.
• I couldn't find any sources to cite. Ask your Salesforce admin to contact Salesforce Customer Support for help with the data library retriever.

There's a technical error with your data library retriever.

• Rebuild your search index. The name of your search index is the same as your data library. Rebuilding can take time based on the size of your knowledge base. After the rebuild is complete, refresh the case record page and redraft the service plan by making any edit to the Subject or Description fields and then clicking Redraft Plan.
• Activate or deactivate your retriever. Confirm your knowledge data library retriever is activated. Alternatively, deactivate and reactivate your data library retriever. The name of your retriever is the same as your data library. After, refresh the case record page and redraft the service plan by making any edit to the Subject or Description fields and then clicking Redraft Plan.
• Run the targeted troubleshooting test in Troubleshoot Knowledge.

This message doesn't always indicate a problem.

• If the current case is unique, no action is needed.
• If you expect similar cases to show, check that the service rep has access to the cases that Service Assistant finds. Service Assistant shows only the similar cases that the rep can access.
• If the rep has access and similar cases still don't show, follow the troubleshooting steps for the next two error messages.

There's a configuration issue with your search index or retriever. Service Assistant can't find similar cases.

Here are the most common troubleshooting steps. The same checklist appears in Set Up Similar Cases on Help.

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.
• 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.
• 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" with a lowercase "t".
• 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 in the playground. 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.