Get to Know Agentforce Service Assistant
Learning Objectives
After completing this unit, you’ll be able to:
- Describe what Agentforce Service Assistant is and how it transforms customer service.
- Explain how Service Assistant uses your CRM data to create personalized service plans that align with your policies and practices.
- Describe how Service Assistant improves service rep efficiency and customer satisfaction.
Before You Start
Before you start this module, consider completing this recommended content.
A New Era of Service Efficiency
In the fast-paced world of customer service, having the right tools to decrease case-handle time and increase customer satisfaction can make all the difference. Meet Agentforce Service Assistant: As a member of the Agentforce for Service family, it's an assistive agent in the form of a Lightning component. It sits right on the Case record page, ready to help your service reps with a click of a button.
Service Assistant is designed to help service reps get a head-start on case resolution. It provides reps with concise case summaries and step-by-step resolution guidance that makes their jobs easier and more efficient.
Let's take a closer look at Service Assistant and see how it can transform your service organization.
Discover Agentforce Service Assistant
Picture this: You're a service rep who starts working a case. The feed is incredibly long, and the case type requires you to dig deep into various knowledge articles and other company resources to resolve the case. You need to get to the bottom of it quickly, without spending too much time reading through company resources. Enter Agentforce Service Assistant.
As a Lightning component on the Case Record page, Service Assistant automatically generates a case summary and a preview set of resolution steps when you open the case record page (1). Now, you can resolve the case right away, instead of spending time understanding the case.
Summaries are handy, but Service Assistant delivers even more. With a single click, you receive complete step-by-step instructions that tell you how to resolve the case (2).
Even more helpful, service plans can be regenerated when there’s new information on the case (3). This ensures that your service reps always have the latest information included in the service plan. For all the details on how service reps use the component, check out Work with Service Assistant.
Pretty cool, right? The case resolution process is completely streamlined, and your service reps work more efficiently. But you might be wondering, “How relevant are these steps to my company and cases? Aren’t the steps generated by everyday AI?”
Not at all. This is where Service Assistant, powered by the Salesforce Platform, is the right tool to help you significantly boost your organizational efficiency.
Service Assistant is grounded in your unique data contained in cases, knowledge articles, and Agentforce topics and instructions. These datasets are the key ingredients that ensure that each service plan is perfectly tailored to your organization's policies and standards.
Service Assistant bases its responses on information from your data sources (also known as grounding). You don't need to configure fixed rules or repeatable tasks like you had to with old-school chatbots. Your data takes care of all of that. This means you can deliver exceptional customer experiences and handle cases more quickly without much setup or maintenance.
Just to be crystal clear: Service Assistant isn’t a fully autonomous or conversational agent. Instead, it’s a super-helpful assistive agent built for service reps. It comes in the form of a Lightning web component and uses generative AI to suggest steps to resolve cases. No chat or conversational features here—just straightforward, AI-powered assistance grounded in your data.
With the basics of Service Assistant covered, check out this video to see it in action.
Key Features and How It Works
Now let’s take a closer look at how your data and Service Assistant unite to generate a service plan that fits your company like a glove.
Case Feed Analysis and Summarization
When a service rep opens a case, Service Assistant jumps into action. As you learned, it scans the case and summarizes the key points to help the rep quickly understand the issue. This is a huge time-saver, especially when a rep is juggling a lot of cases. The rep gets a quick overview of what needs to be done, so they can get to work faster.
Topic Assignment
When a rep clicks Draft Plan, Service Assistant creates a step-by-step service plan that empowers the service rep to start resolving the case right away. To do this, Service Assistant scans the case feed and assigns the most relevant Agentforce topic (1). Then, it selects relevant instructions and actions to ensure each step in the service plan is spot-on (2).
You might wonder what we mean by “Agentforce topics, actions, and instructions.” When you set up Service Assistant, you build topics, actions, and instructions that are tailored to your company's service policies and practices. To learn more about topics generally, check out Agents and Agentforce Basics. For specifics on Service Assistant topics, check out Grounding Service Assistant with Topics.
Note: Agentforce actions aren’t required in Service Assistant. Actions are specific tasks that AI agents execute for customers, such as creating a case, sending an email, or updating a record. Service Assistant doesn’t take any direct actions for the customer or service rep. Instead, all steps in a service plan and any actions required for those steps are carried out directly by the service rep. If you add any actions, they’re only used as additional grounding and treated like instructions.
Eligibility Criteria
When it comes to case summarization and topic assignment, these features only kick in when a case meets specific eligibility criteria. These criteria are a set of requirements that ensure service plans are created for the cases that truly matter to your business. For instance, you might want service plans to be available only for cases that come in via email or are assigned to a particular queue.
To help you get started, we’ve got a Check Service Plan Eligibility Criteria flow template. Or, if you prefer, you can create your own criteria using an autolaunched flow. Dive into this video to learn all the ins and outs of eligibility criteria and how it ties into service plan generation.
Data Grounding and Plan Generation
In addition to topics and actions, Service Assistant uses Service AI Grounding and Agentforce Data Libraries to analyze your case data and knowledge articles. With Agentforce Data Libraries–an advanced grounding tool for Knowledge–you can index all your knowledge articles and any other documents that you choose to upload. This gives Service Assistant access to even more information to perfectly tailor each service plan to your company's practices. For guidance on using Agentforce Data Libraries with Service Assistant, check out Grounding Service Assistant with Knowledge.
And that’s it. Your service reps now have a trusted service plan. Now you can take advantage of incredible efficiency and influence significant improvements in your operational performance.
Service Assistant and Your Data
Speaking of trust, we want to make sure that you know how we keep your data super secure and private.
Question |
Answer |
|---|---|
What data does Service Assistant have access to? |
Service Assistant taps into:
What’s cool is that access to all these data sources is customizable. Dive into the details below to learn more! |
How does Service Assistant access my data? |
You give Service Assistant access to your case data, knowledge articles, and Agentforce topics through several Agentforce features.
For all the details of these grounding features, check out Service Assistant Grounding Sources. Keep in mind that the Case feed isn’t currently a grounding source for Service Assistant. |
Is my data retained by the Service Assistant? |
Never. Service Assistant adheres to the Salesforce value of Trust—your data is kept private and secure with the Einstein Trust Layer. You can set up and configure the trust layer to the security standards of your organization. For more information, take a look at the Einstein Trust Layer module. |
Benefits of Using Service Assistant
Service Assistant has the potential to completely transform your service organization. Let’s review the ways it can revolutionize your operations and elevate your team to new heights.
Benefit |
Details |
|---|---|
Boost service rep productivity |
Service Assistant makes case resolution easier and more efficient for service reps. It automatically summarizes cases and suggests resolution steps, so reps spend less time reviewing the case details and searching through company policies. This means they can jump right into resolving issues, significantly cutting down your organization's case-handling time. |
Tailored accuracy and trust |
Service Assistant is powered by your data, ensuring that every suggested step isn't only accurate but also grounded in your company’s policies. This dramatically reduces the risk of errors and guarantees consistent, top-notch service quality. It’s like having a built-in quality control expert right in your workflow, ensuring that both the service rep and the customer receive the right information every time. |
Elevated customer satisfaction |
Faster and more accurate case resolution not only boosts customer satisfaction but also fosters loyalty. When customers receive timely and effective solutions, they’re more likely to be delighted and stick around. Service Assistant is your secret weapon in delivering on that promise, every single time. |
Wrap It Up
You’ve learned that Agentforce Service Assistant transforms the way service teams operate. With real-time case summaries and expertly suggested resolution steps, it empowers service reps to work more efficiently and effectively. Whether you’re handling a high volume of cases or tackling complex customer issues, Service Assistant is your AI-powered ally. It ensures that your service reps and customers always receive the fast, accurate, and personalized support they deserve.
Want to learn more about Service Assistant and get hands-on experience? Check out the Agentforce Service Assistant Module.
Resources
- Salesforce Release Notes: Agentforce Service Assistant
- Salesforce Help: Permissions and Licensing
- Salesforce Help: Meet Service Assistant
- Salesforce Help: Get Ready for Service Assistant
- Salesforce Help: Ground Service Assistant
- Salesforce Help: Setup Service Assistant
- Salesforce Help: Work with Service Assistant