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            Show Work Summaries for Case (Beta)

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            Show Work Summaries for Case (Beta)

            Einstein Work Summaries for Case provides comprehensive summaries using data from case fields, comments, email messages, and case feed. It helps service reps ‌quickly review case details, reducing manual note-taking, handling time, and after-call work. To have Einstein draft a case summary, issue, and resolution, select where you want summaries to appear and activate work summaries for case.

            Required Editions

            View supported editions.

            To use Work Summaries for Case, first set up Service AI Grounding for Case.

            Note
            Note Case Summaries is a beta service that is subject to the Beta Services Terms at Agreements - Salesforce.com or a written Unified Pilot Agreement if executed by Customer, and the Non-GA Consumption terms in the Product Terms Directory. Use of this beta service is at the Customer's sole discretion.
            Important
            Important 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.
            • Select Where Case Summaries Appear
              Select a destination for summaries on the case page.
            • Customize the Work Summaries for Case Prompt Template
              Specify the information Einstein must include or tweak the response voice and tone to get Case summaries that better align with your business needs. Add custom instructions to the prompt without building a template from scratch by creating a version of the standard Work Summaries prompt templates.
             
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