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            Ground with Cases

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            Ground with Cases

            Select the subject, description, and additional Case fields for Einstein to ground on. Einstein uses details from your selected case fields to draft personalized responses. To draft case summaries, you can also use case feed as a grounding source in addition to the selected case fields. Case feed includes crucial details like system updates, user comments, email messages, and status changes.

            Required Editions

            1. In Service AI Grounding Setup, under the Case tab, select Edit.
            2. Under Required Fields, select Subject Field and Description Field. The subject and description fields are required for grounding on the Case object. You can choose the default subject and description fields or use custom fields. However, if the subject and description fields are encrypted, email generation fails because they can't be used for grounding. Case comments and emails are included for grounding by default.
              Case field mapping setup

              For example, you can replace the default subject field with a custom field labeled Contact Reason. Or, if you don’t want to limit yourself to a specific case type, choose widely used fields in the required section, and then add fields in the additional fields selection.

              Warning
              Warning Only ground on fields that contain information that can be exposed to customers.
            3. Under Additional Fields, select any other fields you want Einstein to consider for grounding. Additional fields can’t repeat as required fields. Service AI Grounding only supports String and Text Area type fields.
            4. Click Save.
            5. Activate grounding for your Case records.
              Case grounding toggle in the active position

            Einstein begins indexing your cases. Indexing can take several hours depending on the number of cases you have in Salesforce.

            To consider case comments or emails when you ground for Knowledge Creation, go to Additional Object Grounding Options and select Include Case Emails and Include Case Comments.

            Additional Object Grounding Options, Include Case Emails and Include Case Comments checkboxes selected.

            Review these limitations and considerations before using Case comments as a grounding source for Case Summaries.

            • Attachments like PDFs, Excel files, Word documents, and images, don’t appear in case comments.
            • Images added directly to the case comments appear as a text placeholder, regardless of the file type. For example, [Image: Screenshot 2025-11-07 at 15.02.37].
            • Links added to case comments show both the title and the full URL. For example, Title: help.salesforce.com URL: https://help.salesforce.com/s/articleView?id=service.service_learn.htm&type=5.
            Important
            Important
            • Field level security limits the grounded responses that users can see. Users only see grounded responses for fields that they can access.
            • Encrypted fields aren’t supported for grounding. Einstein can’t ground on or make predictions for encrypted fields.
            • Service AI Grounding only supports String and Text Area type fields.
            • If Personally Identifiable Information (PII) is enabled for relevant fields, the case summary limit is 262,144 characters. If PII is disabled, the limit is 65,536 characters.
            • Use Case Feed as a Grounding Source for Case Summaries
              Case Feed ‌includes direct text entry and posts with attached links and files. A higher number of grounding posts will increase token costs ‌and case summary generation times. To mitigate this, we limit grounding posts to a maximum of 100.
             
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