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            Service | Draft Case Response

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            Service | Draft Case Response

            Identifies a solution for the user’s query based on cases that were closed with a similar issue.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Data 360 and the Customer Signals Intelligence add-on
            User Permissions Needed  
            See Common User Access for Standard Agent Actions.

            Action Details

            API Name DraftCaseResponse
            Reference Action Type Standard Action
            Reference Action

            Draft Case Response

            (draftCaseResponse)
            Does this action execute one or more prompt templates? Yes

            Draft Case Response and Prompt Templates

            This copilot action calls the Draft Case Response standard invocable action, which uses internal-only prompt templates to draft case responses.

            Guidelines and Considerations

            The Draft Case Response action requires the activation of Customer Experience Intelligence.

             
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