Your service reps can now generate professional and contextual case comments using natural language prompts. The out-of-the-box templates provide consistent communication by grounding responses in case history, customer interactions, and knowledge articles. Reduce the time your users spend on manual writing and ensure a standardized approach to case management.
Where: This change applies to Lightning Experience in Enterprise, Performance, Unlimited, and Developer editions.
Who: Your Agentforce Agent users must have the Create permission on the Case Comment object and access to specific case records to use this feature.
How: Deploy the Case Comment Generation template and ensure the action receives the Case ID as an input variable. You can also customize these templates for specific case types and set logic for public or internal visibility.