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Set Up Case Catch-Up & Insignts (Optional)

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Set Up Case Catch-Up & Insignts (Optional)

Turn on Case Catch-Up & Insights capability in the Service Assistant Setup page and then activate and configure each insight's associated prompt template.

Required Editions

View supported editions.
Checkmark This article applies to: Service Assistant for Case for guidance and dynamic plans.
X icon This article doesn't apply to: Service Assistant for Messaging
User Permissions Needed

To set up Case Catch-Up & Insights:

Customize Application OR System Admin

AND

Service Planner Builder permission set

AND

Prompt Template Manager

Case Catch-Up and Insights is available for setup without needing to complete the general Service Assistant setup, including creating a Service Assistant agent. However, these prerequisites are required.

  • Service Assistant is turned from the Case tab of the Service Assistant Setup page.
  • The Service Assistant Lightning web component is added to the case record page layout.
  • To access and turn on the Opening Sentiment insight, you must have Customer Signals Intelligence set up. If not, the insight is disabled on the Setup page.
  • If you choose to set up the Analytics insight and want to have the score include customer sentiment and SLA data, you must set up Customer Signals Intelligence and Service Level Agreements. If either feature isn't set up, the health score is calculated using only the case data metrics defined in the prompt.

The steps assume you understand the basics of using and navigating prompt builder. See Get to Know Prompt Builder.

Turn on Case Catch-Up & Insights

Turn on the capability and select what insights you want to display

  1. From the Service Assistant Setup page, go to the Customize Experience by Object section.
  2. Go to the Turn on Case Catch-up and Insights section and then turn the toggle to On.
  3. Turn on the insights you want to display in the Case Catch-up and Insights card.
Case Catch-Up and Insights Setup page section

Activate and Configure the Prompt Templates

Each insight has a prompt template that you must activate. Each template contains a base structure that you can modify to meet your business requirements. The steps apply to all prompt templates for the feature.

  1. From the Turn on Case Catch-Up & Insights section of the Setup page, go to the specific insight you want to configure.
  2. Click Go to Prompt template.
  3. From the Prompt Builder Workspace, click Deactivate.
  4. Click Save As and then click Save As New Version. After, Version 1 is created.
  5. Review the prompt template text.
  6. To use the prompt template as is, proceed to step 9.
  7. To modify the template, make your modifications and then click Save As New Version. After, Version 2 is created.
  8. Test your prompt template.
    1. Click Preview Settings.
    2. From the inputs section, in the Record Name field, enter a case number.
    3. Click Preview.
    4. Review the results.
    5. Make modifications to your prompt if needed. After, either click Save or Save As New template, depending on your use cases.
  9. Click Activate.
  10. Repeat the steps for each insight you've turned on.

Assign Permissions

After you've activated the prompt templates, assign your service reps the Prompt Template User and Service Planner User permission sets.

Test Your Setup

Confirm that the capability shows in the Service Assistant component.

  1. Go to the Service Console and open a case record.
  2. Wait for the card to load in the Service Assistant component. The component loads automatically. You don't need to take action in the record page. The capability may take up to a minute to load.
  3. Review the capability card in the component to make sure that it represents your prompt template configurations.

    If cases aren't populated or they don't meet the 0.6 threshold, try these troubleshooting steps.

    • Check that Case Catch-Up & Insights and each insight is enabled on the Setup page.
    • Make sure that Service Assistant for Case is turned on in the Setup page.
    • Confirm that the prompt template for each insight you enabled is activated.

Here's an example of a generated card.

  • 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 only generated once and persists through the lifetime of the case. The data in the section doesn't refresh if the case is updated or the prompt template is updated.
Case Catch-Up and Insights shown in the Service Assistant component
 
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