SoftTech AI Registry
Salesforce · Service Cloud

Agentforce Service Assistant

A Salesforce AI agent that assists human service reps on case, messaging session and voice call records by generating grounded record summaries and step-by-step service plans and, where configured, surfacing and running Agentforce actions in plan steps.

Recorded characteristics

Function
Salesforce documents Service Assistant as a proactive AI agent on the case, messaging session and voice call record pages that guides human service reps through issue resolution. It generates AI record summaries and step-by-step resolution guidance called service plans, surfaced in the Service Assistant Lightning web component on the record page. Salesforce documents two plan types: a guidance plan, which is a static checklist-style plan that a service rep drafts and redrafts and which is supported for cases only, and a dynamic plan, which monitors the record in real time, adapts each step as record data changes and surfaces agent actions, and which is supported for cases and messaging sessions. Salesforce states that plans are grounded in company data through record data and Service AI Grounding, subagents and instructions, agent actions, and knowledge articles from Agentforce Data Libraries. Salesforce documents optional capabilities beyond the service plan, including Case Catch-Up and Insights, Service Replies, quick actions, similar cases and service plan translation, and states that these functions are independent and optional. Salesforce documents an agent chat available for both plan types. This record covers the rep-facing Service Assistant only; the customer-facing Agentforce Service Agent is a separate capability and is not merged here.
Data access
Salesforce documents that Service Assistant grounds on the case or messaging session record it is working, that for messaging it grounds on the entire transcript automatically while for case the administrator selects which fields and related objects to ground on through Service AI Grounding, and that additional grounding comes from subagents and instructions, knowledge articles in Agentforce Data Libraries, agent actions, context variables such as the current record ID, and optional related record and similar case grounding. Salesforce states that all service plans are drafted according to the permissions of the ServicePlanner User (the agent user), so field-, object- and sharing-level permissions of individual service reps do not limit plan content and reps can see information they do not have direct access to; Salesforce directs administrators to configure grounding sources to their own security standards and states that Service Assistant supports the optional data masking features of the Einstein Trust Layer. Salesforce states that Data 360 (Data Cloud) is required to create service plans. Actions read and write only what each configured action is granted; Salesforce requires explicit Apex class access, object Read access, Create and Edit access where the action writes, and field-level Read access for the ServicePlanner User. Unrestricted org-wide access is not documented.
Actions
Can take actions
External actions
Conditional
Human confirmation
Conditional
Permission basis
Dedicated agent identity
Administrative control
Salesforce documents administrator and maker controls including: creating and configuring the Service Assistant agent in the legacy Agentforce Builder using the Agentforce Service Assistant agent type and template; required subagents with labels, descriptions, scope and instructions, with optional agent actions; choosing one plan type at a time for Case (guidance or dynamic) and dynamic plans only for Messaging; eligibility criteria per object and the messaging eligibility flow; Service AI Grounding field and related object selection for Case; knowledge grounding through Agentforce Data Libraries; context variable setup; routing multiple Service Assistant agents to business units, queues or record types through a customer-built autolaunched flow; adding the Service Assistant Lightning web component to the record page; enabling optional capabilities such as Case Catch-Up and Insights, Service Replies, quick actions, similar cases and plan translation; per-action configuration of descriptions, inputs (Collect data from user, Require input), outputs (Show in conversation) and the Require User Confirmation setting; and permission-set assignment for service reps and for the ServicePlanner User. These are configuration controls; they are recorded separately from the runtime authority under which actions execute.
Default state
Not established
Availability
Salesforce documents Service Assistant for Lightning Experience on the Agentforce for Service Add-on editions (Enterprise, Performance, Unlimited) and Service Cloud Agentforce 1 and Performance Agentforce 1 editions. Salesforce states that Service Assistant supports the Case and Messaging Session objects, that it is available on the case and messaging session record pages and is not supported in Service channels, and that Service Assistant for Messaging is supported on Enhanced Chat (formerly Messaging for In-App and Web), Facebook and WhatsApp. The overview article also describes Service Assistant on the voice call record page and Salesforce publishes separate voice permissions. Salesforce states, as of the documentation reviewed in September 2026, that Service Assistant is supported only in the legacy Agentforce Builder and that from July 2026 the requirement for new agents to be created only in the new Agentforce Builder does not apply to Service Assistant, so it can continue to be created and configured in the legacy builder until further notice. Agentforce Script is not supported. Data 360 must be provisioned and turned on, and each user must have a user role.
Licensing
Salesforce documents required add-on licences: the Service Planner add-on (guidance plans and supported features) and the Service Assistant Adaptive Experience add-on (the real-time conversational experience and agent chat), both included with the Agentforce for Service or Agentforce 1 add-ons, together with Einstein for Service or Agentforce for Service add-on licences. Salesforce documents Service Assistant as a consumption-based product that uses Flex Credits and Data 360 credits, with consumption differing between the Agentforce for Service and Einstein for Service licences and by plan type and enabled features. Salesforce states that actions executed automatically by the ServicePlanner User are unmetered, and that when an action requires manual confirmation or input from a service rep the rep needs the Unmetered User Based AI permission set licence for the action to be unmetered. Prices are not recorded here.
External model or provider
Salesforce documents Service Assistant as part of Agentforce and states that it supports the optional data masking features of the Einstein Trust Layer. The specific large language model or external model provider used for service plan generation is not established in the Service Assistant documentation reviewed.
Limitations and uncertainty
ESTABLISHED: rep-facing guidance on case, messaging session and voice call records; grounded record summaries and service plans; dynamic plans that adapt in real time and surface actions; support for standard and custom Agentforce actions with no prebuilt actions supplied; automatic execution of a matched action by default in dynamic plans; the per-action Require User Confirmation setting that makes Service Assistant wait for the service rep; execution of all actions in the context of the ServicePlanner User agent user, which is created automatically with the agent; plan drafting under ServicePlanner User permissions rather than the reading rep permissions; supported objects, channels, editions and add-on licences. CONFIGURATION-DEPENDENT OR NOT ESTABLISHED: which actions exist in any deployment and therefore what Service Assistant can do there, since Salesforce supplies no prebuilt actions; whether a given action runs automatically or waits for rep confirmation, which depends on the per-action setting; behaviour differences between plan types, since guidance plans run agent actions only when a rep asks through the agent chat and surface automation through Case quick actions instead; whether any action reaches systems outside Salesforce, which is recorded as conditional because Salesforce documents customer-configured actions such as emailing a customer or issuing a refund through Apex, flows or prompt templates but documents no built-in external execution by Service Assistant itself; the capability-level operational default, which Salesforce does not state and which is not inferred from the requirement to set the feature up, from licence entitlement, or from the default of the Require User Confirmation sub-setting; the model or provider used. Generating guidance, summaries or replies is not itself an operational action, and not every plan step performs an action. Service Assistant assists a human service rep and is distinct from the customer-facing Agentforce Service Agent.

Evidence