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            Use Case Summaries in the Console

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            Use Case Summaries in the Console

            You can generate case summaries based on the data from case fields, emails, case feed, and case comments. The summaries are drafted in the language detected from the case subject and description. If the detected language isn’t supported, the summary defaults to English.

            Required Editions

            View supported editions.
            User Permissions Needed
            To view and act on Case Summaries recommendations: Enhanced Summaries User permission set

            To access case summaries in the console, make sure the setup is complete.

            Note
            Note This tool uses generative AI and may produce inaccurate or harmful content. Always review the output for accuracy and safety before using it. You are responsible for any content you save or share.

            On the Case page, in the Case Summary component, select the summary configuration for your role in the Viewing As field. Then, click Summarize.

            The case summary includes a summary, issue, and resolution. You can review, edit, and save the summary. If this feature is set up, you can post case summaries to the case feed and comments. You can also generate a new summary at any time.

            Languages

            Case Summaries are available in Danish, Dutch, English, Finnish, French, German, Italian, Japanese, Korean, Norwegian, Portuguese (Brazilian), Portuguese (European), Russian, Spanish (Mexico), Spanish (Spain), Swedish, and Thai.

            Note
            Note If your locale is set to Danish, Dutch, Finnish, Korean, Norwegian, Portuguese (Brazilian), Portuguese (European), Russian, Swedish, or Thai, make sure your admin has turned on Global Languages in Einstein Setup for summaries to appear in your language. Otherwise, they default to English.
             
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