Salesforce Agentforce Service Planner Lightning Component is an assistive agent that helps service representatives to resolve the cases faster with real-time case summaries and step-by-step resolution guidance or suggestions.

Note:

This is not a free feature. You need Service Planner add-on license added to the org. You need “Service Planner Builder” and “Data Cloud Admin” Permission Sets assigned to you to get started. For the other Permission Sets, check the following article:

https://help.salesforce.com/s/articleView?id=service.sp_setup_basics.htm&type=5

Salesforce Agentforce Service Planner is an employee-facing Agentforce agent which gives more sophisticated and detailed suggestions/guidance to your service representatives to help them solve customer cases seamlessly.

1. Enable “Turn on Einstein” in Salesforce Einstein Setup.

2. Go to Service AI Grounding in Salesforce Setup. Toggle On “Service AI Grounding”.Do the Service AI Grounding for Case object.

3. Go to Flows in Salesforce Setup. Open the “Check Service Plan Eligibility” Flow. Update the “Is Case Eligible for Service Plan?” decision element.

4. Save as a New Flow and activate it.

5. Go to Service Planner in Setup and complete the “Define Service Plan Eligibility Criteria”.

6. Create an Agentforce Service Planner Agent. Activate the Agent.

Create your Topics to help the Service Representatives.

Sample Instructions for Service Request:

If the Case record is not tied with a Contact record, get the Contact information like Phone or Email from the customer.

If the matching Contact is not found, don't create a new Contact record. Follow up for the accurate Phone or Email to find their Contact information.

Inform the customer that a Survey link will be sent to their Phone and/or Email to rate the experience on this Case.

Email, find the Contact associated with the Phone and/or email and link it to the Case.

Using the Contact record find the open Work Orders for the customer. Share the open Work Orders Status and assigned Service Resource Names.

7. Add the Service Planner standard Lightning Component to your Record Page.

Output:

Service Representative should follow all the steps which will help them to resolve the case.

It is also known as Salesforce Service Assistant.