---
schema_version: "1"
id: 186ba017ee666d909a40c7d1228bf1d4e3148f23ddc01769e9752a647a01953d
title: Configure Agent Actions for Customer Signals Intelligence
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/concept_cxi_agent_actions.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.concept_cxi_agent_actions.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: f419b79e2b259fd970e79374d0bb7601c2236c88292b122b54aa19d100315f1b
description: Gain insights into customer interactions to resolve cases more efficiently. Use agent actions to identify similar interactions across channels, summarize service engagement and product reviews, draft case responses, and generate emails. Additionally, these actions help identify trends in customer experiences and revise product descriptions to better meet customer expectations.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Configure Agent Actions for Customer Signals Intelligence

Gain insights into customer interactions to resolve cases more efficiently. Use agent actions to identify similar interactions across channels, summarize service engagement and product reviews, draft case responses, and generate emails. Additionally, these actions help identify trends in customer experiences and revise product descriptions to better meet customer expectations.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience with Agentforce 1</td></tr></tbody></table>

## Customer Signals Intelligence Agent Actions Use Cases

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:33.33333333333333%">
          <col style="width:33.33333333333333%">
          <col style="width:33.33333333333333%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d754e63">Agent Action</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d754e66">When to Use</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d754e69">Example</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Agent Action" class="slds-cell-wrap" rowspan="3" style="vertical-align:top;" headers="d754e63 ">Summarize Service Engagement</td>

            <td data-label="When to Use" class="slds-cell-wrap" style="vertical-align:top;" headers="d754e66 ">Use the Summarize Engagement For a Customer action to gain insights into
              customer experiences by summarizing specific customer engagements.</td>

            <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d754e69 ">What’s the latest on the issue with the iPhone?</td>

          </tr>
          <tr class="">
            <td data-label="When to Use" class="slds-cell-wrap" style="vertical-align:top;" headers="d754e66 ">Use the Summarize Engagement For a Channel action to gain insights into
              customer experiences by summarizing engagements for a specific channel.</td>

            <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d754e69 ">What’s the top issue highlighted in the surveys?</td>

          </tr>
          <tr class="">
            <td data-label="When to Use" class="slds-cell-wrap" style="vertical-align:top;" headers="d754e66 ">Use the Summarize Engagement For a Contact Reason or Theme to gain insights
              into customer experiences by summarizing engagements for a specific theme.</td>

            <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d754e69 ">What’s the top issue in billing?</td>

          </tr>
          <tr class="">
            <td data-label="Agent Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d754e63 ">Draft Case Response</td>

            <td data-label="When to Use" class="slds-cell-wrap" style="vertical-align:top;" headers="d754e66 ">Use the Draft Response Based on Similar Case Resolutions action to address user
              queries faster by referencing solutions from similar, previously resolved
              cases.</td>

            <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d754e69 ">Find a solution for cases similar to issues involving incorrect product
              deliveries.</td>

          </tr>
          <tr class="">
            <td data-label="Agent Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d754e63 ">Draft or Revise Email </td>

            <td data-label="When to Use" class="slds-cell-wrap" style="vertical-align:top;" headers="d754e66 ">Use the Draft an Email with Issue Summary action to create emails that
              summarize customer issues.</td>

            <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d754e69 ">Create an email that summarizes a service outage, its cause, and the resolution
              plan.</td>

          </tr>
          <tr class="">
            <td data-label="Agent Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d754e63 ">Find Similar Interactions</td>

            <td data-label="When to Use" class="slds-cell-wrap" style="vertical-align:top;" headers="d754e66 ">Use this action to search for specific channel names or related terms in
              interaction records and create an engagement summary for the specified channels or
              all channels.</td>

            <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d754e69 ">Find the similar interactions for the issue for iPhone in case channel?</td>

          </tr>
          <tr class="">
            <td data-label="Agent Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d754e63 ">Summarize Product Reviews</td>

            <td data-label="When to Use" class="slds-cell-wrap" style="vertical-align:top;" headers="d754e66 ">Use this action to summarize customer reviews, identify top products, and
              classify sentiment as positive, negative, mixed, or neutral.</td>

            <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d754e69 ">What are the top products with positive reviews?</td>

          </tr>
          <tr class="">
            <td data-label="Agent Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d754e63 ">Enhance Product Description</td>

            <td data-label="When to Use" class="slds-cell-wrap" style="vertical-align:top;" headers="d754e66 ">Use this action to compare product descriptions with customer reviews and
              generate improved descriptions.</td>

            <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d754e69 ">Suggest an updated product description for the iPhone 16.</td>

          </tr>
        </tbody>
      </table>

- **[Turn On Agent Actions](https://help.salesforce.com/s/articleView?id=service.task_cxi_agent_actions.htm&release=264.0.0&type=5)**  
    Optionally, select agent actions to receive real-time AI support for customer cases and issue resolution.
- **[Set Up Draft Case Response and Find Similar Interactions Agent Actions](https://help.salesforce.com/s/articleView?id=service.task_cxi_set_up_agent_actions.htm&release=264.0.0&type=5)**  
    To set up the Draft Case Response and Find Similar Interactions actions, create a vector search index configuration.
- **[Set Up Summarize Service Engagement Agent Action for Themes](https://help.salesforce.com/s/articleView?id=service.task_cxi_set_up_summarize_engagement_action.htm&release=264.0.0&type=5)**  
    To set up the Summarize Service Engagement agent action for customer engagement themes, create a vector search index configuration.