Copilot for Salesforce Service Cloud

Plans and permissions:

• Add-on: Copilot, billed separately
• Use Copilot in Salesforce: Admin role, or a custom role with Copilot access set to Can access Copilot
• Choose the Salesforce fields Copilot references: Admin, Manager, or Team Lead role, or a custom role with Copilot settings set to Can edit Copilot settings
• Your company needs Copilot. Installing it in Salesforce needs a Salesforce admin.

Use Copilot in Salesforce Service Cloud to give support team members Copilot’s help right next to the case they’re working on. You add the Copilot component to your Salesforce case pages, and they sign in to Assembled from it. This applies to Salesforce Service Cloud only.

Copilot comes in the same Assembled package on Salesforce AppExchange as the schedule app. To show team members their schedule in Salesforce, see Assembled App for Salesforce Service Cloud.

How Copilot in Salesforce works

• Copilot appears as a component on the Salesforce pages you add it to, such as your case pages. You can add it to your messaging session pages the same way.
• In Salesforce’s list of components, the Copilot component is named AssembledAssist.
• Support team members sign in to Assembled in the component once. After that, Copilot is ready to use on each case.
• Copilot loads from Assembled inside Salesforce, so Salesforce needs Assembled as a trusted URL with the directives below.

Install Copilot in Salesforce

You need a Salesforce admin account. These steps are in Salesforce, so their names can change when Salesforce updates its setup pages.

Install the package

If you’ve already installed the Assembled package for schedules, skip to Add Assembled as a trusted URL.

1. Open the Assembled listing on Salesforce AppExchange and start the installation.
2. Choose the org you’re installing in, such as production or a sandbox.
3. When asked who to install for, choose all users.
4. If you’re asked for an installation key, enter assembled123.

Add Assembled as a trusted URL

If you added the trusted URL for the schedule app, edit it so it has every directive below.

1. In Salesforce, go to Setup > Trusted URLs and select New Trusted URL.
2. Enter Assembled as the API Name and https://app.assembledhq.com as the URL.
3. Select Active, and set CSP Context to All.
4. Under CSP Directives, select connect-src (scripts), font-src (fonts), frame-src (iframe content), img-src (images), media-src (audio and video), and style-src (stylesheets).
5. Select Save.

Add Copilot to your case page

1. Go to a case in Service Cloud, open the settings menu (gear icon), and select Edit Page.
2. Under Custom - Managed in the components list, find AssembledAssist.
3. Drag it into a sidebar of the page. We recommend the top of the right sidebar.
4. Save the page.

To add Copilot to your messaging session pages, repeat these steps on a messaging session page.

Sign in to Copilot in Salesforce

1. Open a case in Service Cloud.
2. In the Copilot component, sign in to Assembled.

Copilot opens in the component and is ready to use.

Choose the Salesforce fields Copilot references

To give Copilot details from the Salesforce case when it drafts replies, such as the product or the priority, choose the fields it can reference. This setting appears once your Salesforce Service Cloud integration is connected.

1. In Assembled, go to AI support > Copilot and open the Setup tab.
2. On the Reference Salesforce custom fields card, turn on the toggle.
3. Choose the fields. The list includes the case’s standard and custom fields, and fields from the case’s account and contact.
4. Select Save changes.

Copilot references those fields’ values when it handles a case. To stop, turn off the toggle and save.