Work Summaries charges only for the activity you use. Learn how your service reps interact with Einstein generative AI and track your usage against your subscription allowance.
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For each Einstein generative AI feature, service rep usage depends on the size of the request and the number of requests. For Work Summaries:
- The request size depends on the length of the customer conversation on the case, so a longer conversation creates a larger request.
- A request is created each time a service rep clicks Get Recommendations.
A service rep helps a customer troubleshoot and resolve an issue. The fix requires a replacement part, which the service rep sends to the listed customer address.
Customer: Hello, my charger doesn’t work anymore.
Service Rep: Hello, I can help with that. Did you try plugging in a different device?
Customer: Yes, but it didn’t work. I tried my colleague’s charger and it worked fine, so I think the issue is the charger.
Service Rep: Okay, I see you’re still covered by warranty so we can send a new charger out immediately. Is this the correct address?
123 Example Street?
Customer: Yes, that’s correct.
Service Rep: Great! You’ll receive a confirmation email with tracking information shortly. Is there anything else I can help with?
Customer: No, thank you!
After the chat ends, the service rep click Gets Recommendations one time and the conversation is sent to Einstein AI. A Summary, Issue, and Resolution are returned.
Summary: The customer’s charger was broken and replaced.
Issue: The charger doesn’t work with the customer’s device. Another charger worked.
Resolution: The warranty covers a replacement charger. The service rep confirmed and sent a new one to the customer’s address.
Because the service rep clicked the Get Recommendations button one time, only the length of the conversation impacts usage. Suppose the customer raised another issue and continued the conversation.
Customer: I can’t find my tracking number- can you send it to me here?
Service Rep: Yes it’s 12345678910. The replacement charger should be delivered in 2 days.
Customer: Great, thanks!
Since this conversation is longer the request to Einstein becomes larger. As the size of the request sent to Einstein increases, so does the amount of usage.
Only orgs with Work Summaries enabled and service reps with the Work Summaries User perm set contribute to your usage.
To learn more or get updates on your Work Summaries usage, contact your Salesforce Account Executive.