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Give Service Reps Access to Work Summaries

Give service reps access to Work Summaries by assigning them the correct permission sets.

Required Editions

View supported editions.
User Permissions Needed
To give service reps access to Einstein for Service Work Summaries:

Manage Profiles and Permission Sets
  1. Select the service reps or profiles you want to use Work Summaries.
  2. Assign your selected service reps the Work Summaries User permission set. The permission set is included with the Einstein for Service add-on license.
    The permission set page for Work Summaries User with Manage Assignment highlighted

    If Work Summaries is enabled, users with the Work Summaries User permission set get access to the Wrap Up component in the service console.

  3. (Optional) To use Work Summaries with Service Email, assign your users the Execute Prompt Templates user permission.
  4. (Optional) To use Work Summaries in agent, assign service reps the Use Einstein Copilot for Salesforce user permission and the Prompt Template user permission.