Customize and refine your Einstein Service Replies for Email prompt template in Prompt Builder to maximize its use for service reps during case resolution.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To access and run prompt templates outside Prompt Builder: | Prompt Template User permission set |
If you haven’t already set up Service Replies for Email and turn on Service AI Grounding.
The Service Replies for Email default template is there by default and always active. The prompt template name changes when you create a template.
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To modify the Einstein Service Replies for Email template, select Go to Prompt
Builder, and then select the Service Replies for Email default template.
In the template, you see the getGrndDataServiceRepliesEmail action which finds and returns data from case and knowledge article record fields to ground generated emails on.
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To test your template, place inputs such as a knowledge article ID or number and case to
ground on. You can select from a menu of cases but must manually type in a knowledge article ID
or number to ground on, because it’s a custom object. Two methods for locating your knowledge
article ID or number are available.
- Select an article, go to the URL, and copy the ID that starts with KA and contains 18 total characters.
- Select the article number that contains 9 numbers.
- (Optional) Translate your preview response into one of the preview languages: Dutch (Netherlands), English, French, German, Italian, Japanese, Portuguese (Brazilian), Spanish, Spanish (Mexican), and Swedish.
- Select Preview.
- If the response isn’t what you’re looking for and you want to add more instructions, create a template by selecting Save As.
- Enter your name in the prompt template name field. The API name populates automatically. Optionally, include a template description. Then select Save As.
- To further customize the default prompt template, add instructions directly in the Prompt Template Workshop field such as End the email with a quote. See Review, Revise, and Repeat: Ensure That a Prompt Template Is Effective.
- To save your prompt template, click Save, and then Activate it.
When you select and open a case, Einstein uses the prompt template you've crafted to generate more refined and targeted responses for your cases.
Important If you replace the default grounding with a
custom retriever, map the retriever to filter on the knowledge article Id field, not article
number. At runtime, Service Replies for Email passes the knowledge article Id into the
retriever. A retriever filtered on article number returns 0 results in the email composer,
even though article number is selectable in the filter picker. Prompt Template Preview
doesn’t reflect this runtime behavior. In Preview you provide the article ID or number
manually, so a template that works in Preview can still return no results at runtime if its
retriever is filtered on the wrong field.
