Identifies a solution for the user’s query based on cases that were closed with a similar issue.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Data 360 and the Customer Signals Intelligence add-on |
| User Permissions Needed | |
|---|---|
| See Common User Access for Standard Agent Actions. | |
Action Details
| API Name | DraftCaseResponse |
| Reference Action Type | Standard Action |
| Reference Action |
Draft Case Response (draftCaseResponse) |
| Does this action execute one or more prompt templates? | Yes |
Draft Case Response and Prompt Templates
This copilot action calls the Draft Case Response standard invocable action, which uses internal-only prompt templates to draft case responses.
Guidelines and Considerations
The Draft Case Response action requires the activation of Customer Experience Intelligence.