---
schema_version: "1"
id: 15f5063af81f311a2824ba9cf7d5b9e1ed904513b56f4272e7f5cad698253cfc
title: Service | Draft Case Response
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/copilot_action_draft_case_response.md
canonical_url: https://help.salesforce.com/s/articleView?id=ai.copilot_action_draft_case_response.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 3d751475276df22236acb87ebc9bd480c244098b7515391fb24b75c2002c4061
description: Identifies a solution for the user’s query based on cases that were closed with a similar issue.
products:
  - Agentforce
  - Cross Cloud
release: "264"
---
# Service | Draft Case Response

Identifies a solution for the user’s query based on cases that were closed with a similar issue.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>,&nbsp;<strong>Performance</strong>, and&nbsp;<strong>Unlimited</strong>&nbsp;Editions with Data 360 and the Customer Signals Intelligence add-on</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
      <colgroup>
        <col style="width:50%">
        <col style="width:50%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d169687e67">User Permissions Needed</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d169687e70">&nbsp;</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d169687e67 d169687e70 ">See <a href="https://help.salesforce.com/s/articleView?id=ai.agent_actions_common_perms.htm&amp;type=5&amp;language=en_US" target="_blank">Common User Access for Standard Agent
              Actions</a>.</td>

        </tr>
      </tbody>
    </table>

## Action Details

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <tbody>
          <tr class="">
            <td class="slds-cell-wrap" style="vertical-align:top;">API Name</td>

            <td class="slds-cell-wrap" style="vertical-align:top;">DraftCaseResponse</td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" style="vertical-align:top;">Reference Action Type</td>

            <td class="slds-cell-wrap" style="vertical-align:top;">Standard Action</td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" style="vertical-align:top;">Reference
              Action</td>

            <td class="slds-cell-wrap" style="vertical-align:top;">
              <p>Draft Case Response</p>
              <p style="margin-bottom:0;">(draftCaseResponse)</p>
            </td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" style="vertical-align:top;">Does this action execute one or more prompt templates?</td>

            <td class="slds-cell-wrap" style="vertical-align:top;">Yes</td>

          </tr>
        </tbody>
      </table>

## 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.