Universal Containers (UC) is using standard Service AI Grounding. UC created a custom rich text field to be used with Service AI Grounding. What should UC consider when using standard Service AI Grounding?

Standard Service AI Grounding can include only text-based CRM data. The grounding engine ingests fields whose underlying type is String—plain Text, Long Text Area, or Rich Text Area—to build the context sent to the large-language model. Numeric, pick-list, date, or other non-string types are ignored. Therefore, statement B is correct. Grounding is not restricted to only Case and Knowledge objects, and it executes in the requesting user’s context, so it obeys object and field-level security rather than running in unrestricted system mode.

A. Grounding can reference any object whose string-based fields are selected (e.g., Contact, Account, custom objects); it is not limited to Case and Knowledge.
C. Grounding honors the caller’s sharing and field-level security (user mode); it does not bypass visibility by running in system mode.

1. Salesforce Help, “Configure Standard Service AI Grounding,” Winter ’24, section Supported Field Types (“Only text and rich-text area (String) fields are supported”).

2. Einstein for Service Implementation Guide, Winter ’24, p. 34 – 35 (“Grounding respects org-wide security and runs in user context”).

3. Salesforce Developer Documentation, API v59.0 “Grounding Data Model,” para. 2 (“Picklists, numbers, and dates aren’t evaluated; only string datatypes are ingested”).