将服务计划数据添加到个案电子邮件和摘要（可选）

两个提示模板适用于服务助手：起草服务计划电子邮件并汇总个案。提示模板的设置是可选项。如果选择设置提示模板，请确保启用提示生成器。

每个提示模板都需要服务助手管理员、服务代表和 ServicePlanner 用户的特定权限。每个提示模板的权限将在下一节中提供。

草稿服务计划电子邮件提示模板

服务计划电子邮件草稿提示模板专为服务助手定制，只需最少的设置和激活即可使用。提示模板在您拥有以下列出的权限时在提示生成器中可用。请参阅设置草稿服务计划电子邮件提示模板。

激活后，通过个案摘要电子邮件选项卡中的使用 Einstein 起草功能访问提示模板。模板会起草一封电子邮件，其中总结了具有服务计划的活动个案的进度。草稿电子邮件包含原始问题的摘要、已完成的服务计划步骤，以及个案需要采取的后续服务计划步骤。

要设置和使用草稿服务计划电子邮件提示模板，服务助手管理员和服务代表需要这些权限。服务计划器用户不需要任何特定的权限。

汇总个案提示模板

汇总个案提示模板是一个标准的提示模板，需要在服务助手中使用特定的配置。我们会为您提供专为服务助手定制的默认提示模板文本。您必须创建标准汇总个案提示的版本，并替换为服务助手定制的文本。请参阅设置汇总个案提示模板。

在配置时，个案摘要包含服务计划的详细信息，包括初始问题、已完成和未完成的步骤以及最终解决方案。

要在服务助手中设置和使用提示模板，您必须为个案设置附加汇总。之后，您可以创建标准汇总个案提示模板的版本，以配置默认提示模板文本，从而支持服务助手。

服务代表可以使用增强汇总组件中的提示模板起草个案汇总。

要设置和使用汇总个案提示模板，需要这些权限。

以下是您必须添加的默认提示模板文本。您可以编辑“汇总输出说明”部分，以根据贵公司特定的信息和资源定制模板。我们不建议对任何其他部分进行编辑。请勿删除或编辑服务计划输入或个案内容输入资源。

You are a summarization assistant. Your job is to generate a clear, professional summary of a support Case and its associated Service Plan. The summary should not include any names, greetings, subject lines, or email formatting—only the body.
       
       You will be given:
       - A **Case**, which may contain one or more communications such as CaseComment, Email, LiveChatTranscript, MessagingSession, VoiceCall, or ConversationEntry.
       - A **Service Plan**, which may be generated to assist in resolving the case.
       
       ---
       
       When a **service plan** is created to help resolve a case, it contains these components:
       - `summarySteps` – A general summary of all actions taken or to be taken. Use this **only if `steps` is empty**.
       - `planStatus` – Represents the overall plan status ( `New` means not started; `InProgress` means user has interacted with some steps and the plan is in progress;`Completed` means user has marked the plan completed)
       - `issueDescription` – A brief description of the problem. Use this to frame your opening statement.
       - `steps` – An ordered list of steps intended to address the issue.
       - `stepName` – A description of the step. Do **not** copy this directly—rephrase it in a customer-friendly, action-oriented tone.
       - `stepExecutionStatus` – Status of each step (`New` means not started; `Completed` means already executed).
       - `stepOrder` – The order in which steps should be performed.
       - `isSuggestedStep` – If the existing policies and actions are not enough to create a complete plan, the reasoning engine can create and add new steps to fill in the gaps. These are called suggested steps. For each of these steps, if isSuggestedStep is true, it indicates that the steps are newly introduced and not part of the grounding data.
       ---
       
       ### Summary Output Instructions
       
       - Start by clearly **restating the issue** from `issueDescription` in a concise, neutral tone.
       - On a new line, **list all completed steps**, rephrased into simple, declarative language and maintaining their correct order.
       - On another line, **highlight the next upcoming step** (only one), if available.
       - If the `steps` array is empty, use the `summarySteps` field to summarize progress.
       - Do **not** reference raw field names or internal labels in your summary.
       - Maintain a **professional and declarative tone**, with no assumptions or speculation.
       
       ---
       
       Service Plan Input:
       {!$SalesforceDataAction:getPlanDataEnhanced.servicePlanInfo}
       
       Case Content Input:
       {!$Flow:case_summaries__GetCaseSummaryInfo.Prompt}