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            Use the Draft Case Comment Action with Service Plan Template

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            Use the Draft Case Comment Action with Service Plan Template

            Configure the standard prompt template for case comment generation in your org to help service reps generate comments. Deploy standardized comment generation across teams to comply with company communication standards.

            Required Editions

            View supported editions.
            • Ensure the Agentforce Employee Agent is active.
            • Ensure the Employee Case Management topic is assigned to the above Agentforce Employee Agent.
            • Ensure that Service Assistant is enabled in your org. For more accurate results, generate a service plan for the case.
            • The action is defined as a standard action within Agentforce.
            • Make sure that the agent user has the Create permission on the case comment object.
            • Configure the action to reliably receive the case ID as an input variable so comments associate with the correct record.
             
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