Loading
Prepare for Email to Become the Default Login ExperienceRead More
Build AI Solutions for Service
Use Case Summaries in the Console

You are here:

  1. Salesforce Help
  2. Docs
  3. AI Solutions for Service

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 run prompt templates and generate summaries: Prompt Template 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 Czech, Danish, Dutch, English, Finnish, French, German, Greek, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese (Brazilian), Portuguese (European), Romanian, Russian, Spanish (Mexico), Spanish (Spain), Swedish, and Thai.

Note
Note If your locale is set to Czech, Danish, Dutch, Finnish, Greek, Hungarian, Korean, Norwegian, Polish, Portuguese (Brazilian), Portuguese (European), Romanian, 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.
 
Loading
Salesforce Help | Article