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Case Catch-Up & Insights
Case Catch-Up & Insights gives service reps instant customer and case context with AI-generated summaries of the customer engagement, associated account, sentiment, and case health score.
Required Editions
| View supported editions. | |
 This article applies to: |
Service Assistant for Case with dynamic and guidance plans. |
 This article doesn't apply to: |
Service Assistant for Messaging. |
Meet the Capability
Case Catch-Up & Insights is a capability of Service Assistant that gives service reps a 360-degree view of the customer and the case. The capability shows as a card in the Service Assistant component, with four sections that correspond to specific insights: Engagement Summary, Opening Sentiment, Account Summary, and Analytics.
Each insight is generated from a customizable prompt template that you activate in Prompt Builder. This table summarizes each insight, its data source, and its associated prompt template. For full template details, review the Prompt Template Reference.
| Insight | Description | Data Source | Associated Prompt Template |
|---|---|---|---|
| Engagement Summary | A summary of the customer's intent, the case, and any relevant interaction history so reps can quickly understand why the customer is reaching out. | The default data sources are the Case subject and description. You can edit the prompt template to add more data. |
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| Opening Sentiment | The customer's sentiment at the time the case was opened. | Customer Signals Intelligence | None. The sentiment value is generated directly from Customer Signals Intelligence, which must be turned on and configured to use the insight. See next section. |
| Account Summary | A summary of key customer identity information from the account associated with the case. | The default data sources are the Account name and description. You can edit the prompt template to add more data. |
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| Analytics | An overall case health score (0 to 100) based on case age, reopens, escalations, SLA status, and customer sentiment. | The score is based on ranking of several metrics.
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Activation and Setup Overview
Case Catch-Up & Insights works as a standalone capability within Service Assistant. You don't need to complete the general Service Assistant setup, including creating an agent or turning on a plan type. The only requirements for activating the capability are that:
- Service Assistant for Case is turned on from the Service Assistant Setup page.
- The Service Assistant Lightning web component is added to the case record page.
When the requirements are met, you turn on Case Catch-Up & Insights from the Case tab of the Service Assistant Setup page. After you turn on the capability, the page lists all insights and lets you choose which ones to activate.
Each insight on the Setup page includes a link to its prompt template in Prompt Builder, where you activate and optionally modify the prompt to fit your business requirements. For details on each template's configuration, see Prompt Template Reference.
The Engagement Summary and Account Summary insights are ready to use right away once you activate their prompt templates. The Opening Sentiment and Analytics insights have specific feature dependencies that you must set up.
- Opening Sentiment requires Customer Signals Intelligence to surface the sentiment value directly in the card. If the feature isn't set up, the insight is disabled on the Setup page.
- Analytics requires Customer Signals Intelligence and Service Level Agreements to include customer sentiment and SLA data in the health score. If either feature isn't set up, the health score is calculated using only the case data metrics defined in the prompt.
License and Permissions Requirements
Case Catch-Up & Insights requires these licenses.
- Agentforce for Service or Agentforce 1 licenses.
- Service Planner Add-On license.
- Service Assistant Adaptive Experience Add-On license.
If you have an Einstein for Service license or only the Service Planner Add-On license, contact your Salesforce account executive.
These permissions provide access to the card, and to the Engagement Summary, Account Summary, and Analytics insights. To include Opening Sentiment in the card, you need Customer Signals Intelligence configured, and your users need access to that feature.
| Persona | User License | Required Permissions |
|---|---|---|
| Service Assistant Admin | Salesforce |
|
| Service Rep | Salesforce |
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| ServicePlanner User (the agent user) | Einstein Agent | None |
Considerations for Case Catch-Up & Insights
General considerations
- Data 360 isn't required for feature use.
- Flex credits aren't drawn down for feature use.
- Translation isn't supported. The card only shows in English.
- The Opening Sentiment capability is disabled in the Service Assistant Setup page if you don't have the feature turned on and set up. See Customer Signals Intelligence.
- If you turned on the service plan capability, Case Catch-Up & Insights is supported with guidance and dynamic service plans.
Card generation and refresh
- The card shows automatically. Service reps don't need to take any action in the Service Assistant component.
- The card always presents the sections in the same order: Engagement Summary, Opening Sentiment, Account Summary, and Analytics. The order isn't configurable.
- The card is generated only once when a service rep opens the case for the first time.
- After it's generated, the card is saved permanently in the component and remains visible to any service rep who later opens the case, if they have the Service Planner User permission set.
- The card doesn't refresh after it's generated.
- Updated data: If the data referenced by the prompt template changes after the card is generated, the card still shows the original data.
- Newly added data: If data is added to the case after the card is generated (for example, an account is associated later), the new data isn't included in the card.
- Updated prompt templates: If you modify the prompt template after the card is generated, the changes don't apply to existing cards.
Data inclusion
- All data included in the Engagement Summary and Account Summary insights is visible to all service reps with the Service Planner User permission set.
- The data included in the Opening Sentiment and Analytics insights depends on the
permissions of the rep when the card is first generated.
- If the rep has access to Customer Signals Intelligence and Service Level Agreements, the Opening Sentiment and Analytics insights include data from those features. After that, anyone viewing the case record can see all data in the card.
- If the rep doesn't have access to Customer Signals Intelligence and Service Level Agreements, the Opening Sentiment insight isn't shown. The Analytics health score is calculated using only the case data metrics defined in the prompt, such as days open and number of escalations.
- The card's content is locked at the time of generation. The same content is shown to every rep who later opens the case, regardless of their individual access. If the first rep didn't have access to Customer Signals Intelligence or Service Level Agreements, the omitted data isn't added later when a rep with access opens the case.
