You can generate case summaries based on the data from case fields, emails, case feed, and case comments. The summaries are drafted in the language detected from the case subject and description. If the detected language isn’t supported, the summary defaults to English.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To view and act on Case Summaries recommendations: | Enhanced Summaries User permission set |
| To run prompt templates and generate summaries: | Prompt Template User permission set |
To access case summaries in the console, make sure the setup is complete.
On the Case page, in the Case Summary component, select the summary configuration for your role in the Viewing As field. Then, click Summarize.
The case summary includes a summary, issue, and resolution. You can review, edit, and save the summary. If this feature is set up, you can post case summaries to the case feed and comments. You can also generate a new summary at any time.
Languages
Case Summaries are available in Czech, Danish, Dutch, English, Finnish, French, German, Greek, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese (Brazilian), Portuguese (European), Romanian, Russian, Spanish (Mexico), Spanish (Spain), Swedish, and Thai.