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Show Role-Based AI-Generated Summaries with Enhanced Summaries

Boost service team efficiency and save time with AI-generated case summaries tailored for each role and context. Enhanced Summaries show service reps and supervisors only the essential information, so they spend less time interpreting data. Users can generate a summary, issue, and resolution directly from the Case page with a single click. They can then review, edit, and save these summaries. Admins can also configure to let users post these summaries to the case feed and comments.

Required Editions

View supported editions.

See the checklist to learn how to enable and set up Enhanced Summaries for cases.

Step Where to learn more

Step 1. Check your Agentforce 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 Agentforce Pricing and Readiness Guide

Step 2. Turn on features.

To get started with Enhanced Summaries, turn on Einstein Generative AI, Service AI Grounding, and Enhanced Summaries.

Set Up Einstein Generative AI

Turn On Service AI Grounding

Step 3. Set up Enhanced Summaries for cases.

Set up Case object to use Enhanced Summaries for Case.

Set Up Enhanced Summaries for Case

Step 6. Get acquainted with case summaries in the console.

See how service reps and supervisors can use summaries to get up to speed on cases.

Use Case Summaries in the Console
  • Set Up Enhanced Summaries
    Follow a few simple steps to create concise summaries and save service teams’ time and increase their efficiency.
  • Use Case Summaries in the Console
    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.

See Also