Get Ready for Service Assistant

Learning Objectives

After completing this unit, you’ll be able to:

Describe Agentforce Service Assistant.
Understand the basics of planning for Service Assistant.
Explain what grounding sources Service Assistant supports.

Before You Start

Before you start this module, consider completing this recommended content.

Coral Cloud Resorts and Service Assistant

Coral Cloud Resorts earns accolades for providing incredible international vacations and top-tier customer support. The impending summer season brings a significant upswing in business, with the company seeing a growing volume of customer cases. Coral Cloud needs to quickly adapt their service operations so service reps can handle the increased case volume and drive faster resolution times. The solution? Agentforce Service Assistant.

Service Assistant is an assistive AI agent right on the Salesforce Case record page built for service reps. As a Lightning web component, it provides your service reps with quick case summaries and step-by-step resolution guidance, known as a service plan.

Service Assistant in the Case record page.

The secret sauce? Coral Cloud’s data. Service Assistant is grounded in the company’s Case data, knowledge articles, and Agentforce topics and instructions. This powerful connection tailors each service plan directly to Coral Cloud’s specific service policies and standards.

Grounding is what truly makes Service Assistant an AI ally for service reps. It removes the tedious manual process of digging through case feeds and searching for answers across different documents and systems. This means service reps can resolve cases faster, especially during high-volume periods like the summer travel season. This harmony between Service Assistant and service reps creates transformative results, setting a new standard for service efficiency.

Want to understand the full power Service Assistant can offer? Check out this video. And just to be clear: Service Assistant isn’t a fully autonomous or conversational agent. Instead, it’s a super-helpful assistive AI agent built for service reps that suggests steps to resolve cases.

In this module, you follow the steps Coral Cloud Resorts uses to prepare for, set up, and test Service Assistant. Time to get started.

Prepare for Setup

To get Service Assistant ready to go, Coral Cloud Resorts tackles some key planningas outlined in Get Ready for Service Assistant. The resort needs to identify the cases Service Assistant should help with and make sure it’s accurately grounded in their Salesforce data.

Part 1: Determine Company Use Cases

Picture this: It’s the peak of the busy travel season. The service operations manager for Coral Cloud Resorts, John, digs into customer feedback and case data. He finds that there’s a high volume of cases specifically related to travel documentation and travel insurance. Not only that, but these cases also take up a large amount of his service reps’ valuable time.

Case Type	Top Cases	Average Case Handle Time
Travel Documentation	Passport and visa assistance Complex travel documents for multiple countries Lost or stolen documents while abroad	1–4 days
Travel Insurance	Buying travel insurance Filing travel insurance claims Protesting claim denials	1–3 weeks

To tackle this challenge, Coral Cloud brings in Service Assistant to help service reps resolve these cases faster. Why focus here? Because these cases demand extra care. They often require detailed attention, involve sensitive customer information, and require working across multiple systems. Service Assistant is perfect for providing that dedicated, intelligent support when service reps need it most. This means faster help for customers and more team efficiency.

Part 2: Prepare Company Data

To get Service Assistant ready to help with its top case drivers, Coral Cloud needs to ground Service Assistant in its Salesforce data.

Grounding is crucial because Service Assistant uses Coral Cloud’s unique data to create service plans that perfectly align with its service policies and standards. It does this by connecting to three key data sources.

Company policies that are translated into Agentforce topics and instructions.
Case data from Service AI Grounding.
Knowledge data via Agentforce Data Libraries.

These grounding sources work together to build that tailored service plan.

Service Assistant processing.

To ground Service Assistant effectively, Coral Cloud needs to strategize how to best use these features. The company assigns its Salesforce admin to learn more about the features and how to use them in Service Assistant.

Just a quick note before you go on: Service Assistant doesn’t currently support grounding on related cases or the case feed. No worries—keep an eye out for future enhancements.

Quick Reference: Service Assistant Topics

In Agentforce, AI agents use topics, actions, and instructions to categorize user interactions and determine the tasks to complete. They help customers with general issues and self-service solutions, like managing a reservation.

Service Assistant is an employee-facing agent specifically for service reps. The agent is designed to provide specific and detailed guidance for service reps so they can resolve customer cases faster. To ensure that Service Assistant can generate accurate and helpful service plans, Coral Cloud must convert its specific policies and standards for each case type into topics and instructions.

Specifically, topics are a “category” for a group of instructions, which contain the precise details for resolving the case. Based on the case information, Service Assistant categorizes the case with a topic and then determines which instructions are most relevant to add in a service plan.

Agentforce actions aren’t required in Service Assistant. Actions are specific tasks that AI agents can perform for customers, like 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 needed for those steps are carried out directly by the service rep. If you add any actions, they’re used as additional grounding and treated like instructions.

In the next unit, you create a topic and instructions, but here’s a quick example of instructions written for a Travel Documentation topic along with guidelines and details specific to Service Assistant. For a more detailed example and walkthrough of Service Assistant topics, check out Grounding Service Assistant with Topics.

Topic Guideline

Example Instructions

Best Practices

Use Conditional Statements

If vaccinations are required for traveling, provide the customer with a link to a list of vaccine requirements found on the country’s tourism website.
If a required vaccine must be administered a specific number of days before arrival to be considered valid, explicitly state this timeline to the customer and advise them to schedule their appointment accordingly.

Include conditional language in your instructions to ensure all possible scenarios for a case type. This ensures Service Assistant has all the relevant information available to build a plan that matches the cases’ specific details. Remember, if your company information isn’t included in the instructions, it won’t be in the plan.

Specify Company Policies

Inform the customer that all documents must be uploaded no later than two weeks before their departure date.
Inform the customer to verify that all official documents bear the approved stamp from Coral Cloud Resorts.

When writing instructions, be specific and refer to your company’s established guidance for the given case type. Cover all your service policies and standards for the case and outline all criteria, conditions, and steps that a service rep normally follows.

Be sure to include your guidelines for tone, and specify any sample scripts or templates available to the service rep to aid them in working the case.

State Expected Outcomes

Once you confirm the visa requirements, provide the customer with a list of required documents such as a passport, visa application form, recent passport photos, and proof of travel.
When the customer has all the necessary documentation, provide them a link to both our travel verification portal and the official embassy website for the destination country.

Align your instructions with the standard workflow for each specific case type. Incorporate the proper sequence of events with sequential language like “When you have…” and “After….” This approach ensures that steps are presented in the correct logical order.

For any steps that are mandatory for working the case, use direct commands. A phrase like “Always include this as a step in the plan” ensures that critical information is consistently included in the service plan.

Quick Reference: Agentforce Data Libraries

In Service Assistant, you’re already using topics to categorize your cases and instructions ‌to lay the foundation for steps of a service plan that contain your company policies. But what if you could automatically weave your company’s unique policies and practices directly into your service plans? That’s where Agentforce Data Libraries come in. They take your foundational plan and enrich it with your knowledge articles.

ADL with topics in Service Assistant

So, how does ‌the magic happen? The feature uses Retrieval Augmented Generation (RAG). Think of it like a super-smart assistant that searches your knowledge base, finds the perfect information in your articles, and adds it as new steps right into your service plan. This means you can create more powerful and accurate plans that are always aligned with your company’s latest best practices.

The best part? You can simplify your setup and writing of topics and instructions because your knowledge content automatically swoops in to fill any gaps. It’s like having a subject matter expert for every single case, ensuring service reps have accurate and trusted guidance for resolving the case.

To make sure the magic works perfectly, there’s a little prep work to get your knowledge articles ready for grounding. To learn all the details, check out Best Practices for Grounding Service Assistant in Knowledge. Keep in mind that Service Assistant currently supports only the Knowledge data source.

Once your articles are prepped and ready, connecting them is straightforward with the Data Libraries guided setup in the Agentforce Builder. While we aren’t setting up Agentforce Data Libraries here, you can check out an example and further details in Grounding Service Assistant with Knowledge.

Quick Reference: Service Plan Eligiblity Criteria

With their use cases defined and an understanding of how to ground Service Assistant with their data, Coral Cloud has one last preparation task to consider: eligibility criteria. Eligibility criteria provides Coral Cloud precise control over Service Assistant to ensure service plans are created only for the cases that matter most to their company.

Specifically, eligibility criteria are controls set in the decision element of an autolaunched flow, which determine when a plan can be created for a case. Think of these criteria as a gatekeeper for service plan creation. For example, criteria can be set so that service plans are only created for cases that originate from email, are assigned to a specific queue, or have a “High” priority status.

Eligibility criteria set in decision element.

Setting eligibility criteria is mandatory for Service Assistant. Luckily, Coral Cloud has two options to get it done.

Use the Flow Template: Service Assistant comes with it’s own flow template called Check Service Plan Eligibility. The template contains all the elements and resources needed to quickly set up an eligibility criteria.
Create Their Own Autolaunched Flow: For more granular customization, Coral Cloud can build their own eligibility flow from scratch as long as it has one string input and one boolean output.

For a complete reference guide of eligibility criteria, check out this video.

All right, the grounding and preparation work is covered. Coral Cloud has its game plan: they know which cases Service Assistant is tackling and how to ground it. Head to the next unit and set up Service Assistant.

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