Save service reps time and deliver more efficient and productive service experiences with AI-generated conversation and case summaries. At the end of a conversation between a service rep and a customer, or with a single click from the Case page, Einstein predicts and fills a summary, issue, and resolution. For Enhanced Messaging and Voice Calls, by default summaries are generated automatically and reps review, edit, and save them. Admins can turn on automatic saving to save summaries automatically without service rep review.
Required Editions
| View supported editions. |
See the setup checklist to learn how to add Work Summaries to your service channels and what to expect during your rollout.
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Step 1. Check your Einstein readiness. See whether you meet the license and edition requirements. If you aren’t sure, contact your Salesforce account executive to get started. |
Salesforce.com: Salesforce Einstein Pricing and Readiness Guide |
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Step 2. Turn on features. To get started with work summaries, turn on Einstein generative AI and Work Summaries. |
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Step 3. Try Work Summaries in Agentforce. Work Summaries is available in Agentforce through the Summarize Record standard agent action. When a user asks Agentforce to summarize a voice, messaging, or chat record, the Summarize Record action uses the Work Summaries prompt template to generate the summary. To get summaries in Agentforce, first setup and launch Agentforce. Then, turn on the Summarize Record agent action. Finally, give your service reps permission sets so they can use summaries with Agentforce. To customize summaries, add your own formatting rules or restrictions to the prompt template that guides Einstein responses in Prompt Builder. |
Agentforce Platform: Summarize Record |
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Step 4. Select channels to get summaries. Select Enhanced Messaging, Voice, Live Chat, Email channels or even the Case (beta) object to use with Work Summaries. Each channel is set up separately, but you can still use all of them. Then, give your service reps a permission set so they can use summaries. |
Show Work Summaries for Enhanced Messaging Show Work Summaries for Live Chat |
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Step 5. Get real-time summaries with Conversation Catch-Up. With Conversation Catch-Up, real-time summaries appear when:
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Step 6. Get acquainted with Work Summaries in the console. For agent, see how service reps can request summaries using natural language in the Einstein panel. For voice, messaging, and chat sessions, see how service reps get and edit summaries. For mid conversation summaries, see how supervisors and service reps can use summaries to get up-to-speed on cases. |
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Step 7. Share insights from your data. Based on data from your Salesforce org, share insights with your team using Einstein Generative AI and Feedback Data reports, and the Audit Trail. |
Share Insights from Einstein Generative AI Audit Data |