Test Service Assistant
Learning Objectives
After completing this unit, you’ll be able to:
- Create a service plan.
- Describe how the component operates.
Ready to see Service Assistant in action? In this unit, you draft a service plan using the Help with Travel Documentation case. Once a plan is drafted, you learn how to use it to resolve a case. We don’t verify the steps in this unit.
A heads up on testing: Because Service Assistant creates service plans through a Lightning Web Component, the usual testing spots for Agentforce agents—the Agentforce Builder and Testing Center—are off-limits.
So, how do you test Service Assistant? You can test it directly on the Case record page by drafting a service plan. This the best way to see how the component translates your topics and knowledge articles into step-by-step guidance for your service reps.
In this unit, you draft a service plan based on the single topic and set of instructions you already created. When you set up multiple Service Assistant topics, instructions, and data libraries for your own company, carefully evaluate the drafted service plans. If anything seems off, just hop back to the Agentforce Builder to tweak your topics, instructions, or data libraries and then redraft the service plan.
Before you dive in, you should have a complete picture of how the component works on the Case record page. While the steps in this unit cover the highlights, this video and Work with Service Assistant Help article give you the full story on how to use a service plan.
One last note: The specific examples shown in the steps may differ slightly from the service plan you create in your playground. Don’t worry if yours isn’t an exact match! Every service plan is unique.
- From Setup, in the App Launcher, search for and select Service Console.
- From the Cases tab, under Recently Viewed, select the Help with Travel Documentation case. If the Cases page doesn’t show the Recently Viewed list view, select it from the list view drop down and then select the case. Note: If you experience issues loading the Case, refresh the page or copy the link to the Case record, and then paste the link in a different browser tab.
- From the Case record page, make any edits to the Subject or Description fields in the Details tab, and then click Save. For example, add extra periods to the end of the description.
When the changes are saved, Service Assistant jumps into action and begins creating a case summary and summary steps. This is known as the service plan summary state. If you don’t see anything happening, refresh the page or click the Sync button on the component. You may have to complete this process a few times and wait a few minutes befores before you start to see anything happen.
- In the Service Assistant component, click Draft Plan, and then review the service plan. Drafting a plan can take up to 2 minutes. After 2 minutes, refresh the page. The service plan is organized into sections that provide a logical sequence of steps. You can mark steps as completed using the checkboxes next to each step and your progress is automatically saved.
- Optional: Redraft the plan by making any modifications to the Case record details, adding new instructions, or modifying existing instructions in the Travel Documentation topic. These modifications are considered new Case information, and the Redraft Plan button appears so you can incorporate the modifications into a new plan. Keep in mind that the Redraft Plan button only shows when no steps in the original plan are marked as complete. If you want to redraft the plan, make sure all steps in the plan are unchecked.
Practice and Customize Your Setup
After creating a plan, use the playground to test your own use cases. Experiment with editing the eligibility criteria, practicing writing new topics and instructions, and creating new service plans. Doing so helps you fine-tune your Service Assistant knowledge so you can set it up for you own company. Get creative and see what you can achieve with Service Assistant.
Wrap It Up
Now you know how Coral Cloud Resorts empowers its service reps and boosts efficiency with Service Assistant. This innovative assistive AI Agent gives service reps specific, detailed, and accurate guidance for resolving cases. Best of all, it’s grounded in your own data, so service plans are always accurate and tailored to your company!
By automating tasks like case summarization and providing clear, step-by-step guidance grounded in unique company data, Service Assistant enables service reps to resolve cases significantly faster. This increase in efficiency and capacity leads to incredible results for Coral Cloud: an improved customer experience, a stronger market position, and a clear path to long-term success. It’s the future of Service, offering transformative results when AI and your service team work in perfect harmony.