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Set Up Case Catch-Up & Insights (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. | |
 This article applies to: |
Service Assistant for Case for guidance and dynamic plans. |
 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 & Insights is available for setup without completing the general Service Assistant setup, including creating a Service Assistant agent. However, these prerequisites are required.
- Service Assistant is turned on 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 which insights you want to show.
- From the Service Assistant Setup page, go to the Customize Experience by Object section.
- Go to the Turn on Case Catch-Up & Insights section, and then turn on the toggle.
- Turn on the insights you want to show in the Case Catch-Up & Insights card.
Activate and Configure the Prompt Templates
Each insight has a prompt template that you 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.
- From the Turn on Case Catch-Up & Insights section of the Setup page, go to the specific insight you want to configure.
- Click Go to Prompt template.
- From the Prompt Builder Workspace, click Deactivate.
- Click Save As and then click Save As New Version. Version 1 is created.
- Review the prompt template text.
- To use the prompt template as is, proceed to step 9.
- To modify the template, make your modifications and then click Save As New Version. Version 2 is created.
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Test your prompt template.
- Click Preview Settings.
- From the inputs section, in the Record Name field, enter a case number.
- Click Preview.
- Review the results.
- Make modifications to your prompt if needed, and then click either Save or Save As New Template, depending on your use case.
- Click Activate.
- Repeat the steps for each insight you've turned on.
Assign Permissions
After you activate the prompt templates, assign your service reps these permission sets.
- Service Planner User
- Prompt Template User
Test Your Setup
Confirm that the capability shows in the Service Assistant component.
- Go to the Service Console and open a case record.
- 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 can take up to a minute to load.
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Review the capability card in the component to make sure that it represents your prompt
template configurations.
If Case Catch-Up & Insights doesn’t show, try these troubleshooting steps.
- Check that Case Catch-Up & Insights and each insight is turned on in 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 turned on 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 generated only 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.
