The Summarize Case quick action that appears in the steps of guidance service plan for Service Assistant for Case is being retired starting June 30, 2026 due to the retirement of Work Summaries for Case. After the quick action is retired, you can't summarize a case directly from a plan step or the post or feed tabs. Instead, use the Enhanced Summaries component to draft case summaries that include service plan information.
Where: This change applies to Lightning Experience in Enterprise and Unlimited editions with the Einstein for Service, Agentforce for Service, and Agentforce 1 add-ons.
Feature Support: This change applies to Service Assistant for Case with guidance plans.
When: The Summarize Case quick action is retired starting June 30, 2026.
Why: Due to the Work Summaries for Case (Beta) retirement and replacement with Enhanced Summaries, the Summarize Case quick action is no longer supported in Service Assistant. However, the invocable action included in the Summarize Case for Service Assistant prompt template is still supported and can be used in the new Enhanced Summaries component.
How:
- Enable Enhanced Case Summaries and add the component to the case record page. See Set Up Enhanced Summaries.
- If you haven’t already, Set Up the Summarize Case Prompt Template for Service
Assistant. The steps provide guidance for creating a version of the Summarize Case prompt
template and adding Service Assistant-specific prompt text and the
getPlanDataEnhanced.servicePlanInfoinvocable action. When configured, the Enhanced Summaries component includes service plan information in the summary.