---
schema_version: "1"
id: 3a099e5760be9cd54239b2efb5f7912bf01791d73fdd2da5001696da372d89c9
title: Make Service Smarter with AI Solutions
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/service_ai_intro.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.service_ai_intro.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 72ceb311c6591f37b9bdaa9308a52bb2dae633b2e319b24bf17ecd615298e8df
description: Save time and empower your service reps with powerful AI features. Build AI solutions for Service and give your reps real-time recommendations at every stage of the case cycle in your digital engagement channels. Explore the complete suite of Service AI capabilities and use these features to enhance service rep efficiency and deliver faster case resolutions.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Make Service Smarter with AI Solutions

Save time and empower your service reps with powerful AI features. Build AI solutions for Service and give your reps real-time recommendations at every stage of the case cycle in your digital engagement channels. Explore the complete suite of Service AI capabilities and use these features to enhance service rep efficiency and deliver faster case resolutions.

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            <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/learning_maps/lm_start.png" alt="Understand Einstein for Service header"></span></p>
            <p><strong><strong>Get Started with Einstein for Service</strong></strong></p>
            <p>Use AI to improve
              customer service and boost team productivity.</p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&amp;type=5&amp;language=en_US" target="_blank">Salesforce Editions and Add-Ons that Support AI
                Features</a></p>
            <p><a href="https://trailhead.salesforce.com/content/learn/modules/einstein-for-service-quick-look" target="_blank"><em>Trailhead:</em> Einstein for Service: Quick
                Look</a></p>
            <p style="margin-bottom:0;"><a href="https://trailhead.salesforce.com/content/learn/modules/einstein-for-service-rollout-strategies?trail_id=service_einstein" target="_blank"><em>Trailhead:</em> Einstein for Service: Rollout
                Strategies</a></p>
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          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/learning_maps/lm_call_center_agent2.png" alt="Set Up and Use Agentforce Service Assistant header"></span></p>
            <p><strong>Set Up and Use Agentforce Service Assistant</strong></p>
            <p>Help service reps
              resolve cases faster with an assistive agent.</p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.sp_prod_basics.htm&amp;language=en_US&amp;type=5" target="_blank">Meet Service Assistant</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.sp_comps.htm&amp;type=5&amp;language=en_US" target="_blank">Ground Service Assistant</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.sp_start_setup.htm&amp;type=5&amp;language=en_US" target="_blank">Set Up Service Assistant</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.sp_component_usage.htm&amp;type=5&amp;language=en_US" target="_blank">Work with Service Assistant</a></p>
            <p><a href="https://trailhead.salesforce.com/content/learn/trails/agentforce-service-assistant-onboarding-setup-and-customization" target="_blank"><em>Trailhead:</em> Onboard and Set Up Agentforce
                Service Assistant</a></p>
            <p style="margin-bottom:0;"><a href="https://salesforce.vidyard.com/watch/wMwcibiqrHtz1CLo37PRuV" target="_blank"><em>Video:</em> Meet Agentforce Service
                Assistant</a></p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/learning_maps/lm_integrate_2.png" alt="Ground Einstein Responses with Service Data header"></span></p>
            <p><strong>Ground Einstein Responses with Service Data</strong></p>
            <p>Use your trusted
              service data for AI responses.</p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.einstein_generative_ai_grounding_setup.htm&amp;type=5&amp;language=en_US" target="_blank">Learn About Service AI
                Grounding</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.einstein_generative_ai_enable_grounding.htm&amp;type=5&amp;language=en_US" target="_blank">Turn On Service AI Grounding</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.einstein_generative_ai_ground_knowledge.htm&amp;type=5&amp;language=en_US" target="_blank">Ground with Knowledge</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.einstein_generative_ai_ground_cases.htm&amp;type=5&amp;language=en_US" target="_blank">Ground with Cases</a></p>
            <p style="margin-bottom:0;"><a href="https://trailhead.salesforce.com/content/learn/modules/knowledge-grounding-for-ai-quick-look?trail_id=service_einstein" target="_blank"><em>Trailhead:</em> Knowledge Grounding for AI: Quick
                Look</a></p>
          </td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/learning_maps/lm_extend_2.png" alt="Set Up and Use Enhanced Summaries header"></span></p>
            <p><strong>Set Up and Use Enhanced Summaries</strong></p>
            <p>Create AI-generated case
              summaries tailored for each role and context with Enhanced Summaries.</p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.generative_ai_enhanced_summaries.htm&amp;release=264.0.0&amp;type=5" title="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.">Show Role-Based AI-Generated Summaries with Enhanced Summaries</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.enhanced_summaries_set_up.htm&amp;release=264.0.0&amp;type=5" title="Follow a few simple steps to create concise summaries and save service teams’ time and increase their efficiency.">Set Up
                Enhanced Summaries</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.enhanced_summaries_case_setup.htm&amp;release=264.0.0&amp;type=5" title="Enhanced Summaries for Case creates comprehensive summaries tailored for each role and context, by using data from case fields, comments, email messages, and the case feed. Service reps and supervisors ‌can quickly review case details, reducing manual note-taking, handling time, and after-call work. To generate a case summary, issue, and resolution, turn on and set up Enhanced Summaries for Case.">Set
                Up Enhanced Summaries for Case</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.case_summaries_use.htm&amp;release=264.0.0&amp;type=5" title="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.">Use Case
                Summaries in the Console</a></p>
            <p style="margin-bottom:0;"><a href="https://trailhead.salesforce.com/content/learn/modules/enhanced-summaries-for-cases-quick-look" target="_blank"><em>Trailhead:</em> Enhanced Summaries for Cases:
                Quick Look</a></p>
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          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/learning_maps/lm_develop_2.png" alt="Set Up and Use Einstein Work Summaries header"></span></p>
            <p><strong>Set Up and Use Einstein Work Summaries</strong></p>
            <p>Create concise AI
              summaries of conversations and cases with Einstein Work Summaries.</p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_work_summaries.htm&amp;type=5&amp;language=en_US" target="_blank">Learn About Einstein Work
                Summaries</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.work_summaries_set_up.htm&amp;type=5&amp;language=en_US" target="_blank">Setup Work Summaries</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_use_work_summaries.htm&amp;type=5&amp;language=en_US" target="_blank">Use Work Summaries in the
                Console</a></p>
            <p style="margin-bottom:0;"><a href="https://trailhead.salesforce.com/content/learn/modules/einstein-work-summaries-service" target="_blank"><em>Trailhead:</em> Einstein Work Summaries for
                Service</a></p>
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          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/learning_maps/lm_data_2.png" alt="Set Up and Use Service AI Adoption and Analytics"></span></p>
            <p><strong>Set Up and Use Service AI Adoption and Analytics</strong></p>
            <p>Track AI
              adoption and performance with Service AI Adoption &amp; Analytics.</p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.service_ai_adoption_analytics_intro.htm&amp;release=264.0.0&amp;type=5" title="Service AI Adoption and Analytics is a data-driven solution providing insight into AI's impact on your service operations. Use this dashboard to track how your team is adopting AI solutions for service, measure its effect on key efficiency indicators like Average Handle Time (AHT), and monitor service quality by reviewing response trends and Employee Satisfaction (ESAT). By using Data 360 and Tableau Next, this solution integrates customer data, key performance indicators (KPIs), and AI to optimize your service team's performance and reduce costs.">Track AI Adoption with Service AI Adoption and Analytics</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.service_intel_use_service_ai_and_adoption_analytics_dashboards.htm&amp;release=264.0.0&amp;type=5" title="Gain unified analytics and correlate AI usage directly with critical operational and experience metrics. Track AI adoption and quality. For example, track response modification rates and their business impact on KPIs such as average handle time (AHT) and overall ESAT score. Use these insights to coach service reps and identify top adopters.">Service AI and Adoption Analytics Dashboards</a></p>
            <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.service_ai_adoption_analytics_setup.htm&amp;release=264.0.0&amp;type=5" title="Use the Service AI Adoption and Analytics setup page to walk through the steps for Data 360 prerequisites, installation prerequisites, and then install Service AI Adoption and Analytics.">Set Up Service AI Adoption and Analytics</a></p>
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        </tr>
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          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/learning_maps/lm_binoculars_2.png" alt="Set Up and Use Einstein Article Recommendation header"></span></p>
            <p><strong>Set Up and Use Einstein Article Recommendations</strong></p>
            <p>Suggest
              relevant knowledge articles based on case details or conversation content to reduce
              search time.</p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.einstein_article_recommendations_prepare.htm&amp;type=5&amp;language=en_US" target="_blank">Prepare for Article
                Recommendations</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.einstein_article_recommendations_set_up.htm&amp;language=en_US&amp;type=5" target="_blank">Set Up Article Recommendations</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.einstein_article_recommendations_agent_experience.htm&amp;type=5&amp;language=en_US" target="_blank">Use Einstein Article
                Recommendations</a></p>
            <p style="margin-bottom:0;"><a href="https://trailhead.salesforce.com/content/learn/modules/einstein-article-recommendations-for-service?trail_id=service_einstein" target="_blank"><em>Trailhead: </em>Einstein Article Recommendations
                for Service</a></p>
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          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/learning_maps/lm_share_2.png" alt="Set Up and Use Einstein Service Replies header"></span></p>
            <p><strong>Set Up and Use Einstein Service Replies</strong></p>
            <p>Draft instant,
              relevant responses for chat and email with Einstein Service Replies.</p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.reply_recs_generative_ai_service_replies.htm&amp;type=5&amp;language=en_US" target="_blank">Learn About Einstein Service
                Replies</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.reply_recs_service_replies_chat_intro.htm&amp;type=5&amp;language=en_US" target="_blank">Set Up Service Replies for Chat</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.reply_recs_service_replies_email_intro.htm&amp;type=5&amp;language=en_US" target="_blank">Set Up Service Replies for Email</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.service_replies_email_prompt_templates.htm&amp;type=5&amp;language=en_US" target="_blank">Use Email Templates to Draft
                Emails</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.service_replies_premade_email_prompt_templates.htm&amp;type=5&amp;language=en_US" target="_blank">Pre-made Email Templates </a></p>
            <p><a href="https://trailhead.salesforce.com/content/learn/modules/einstein-service-replies?trail_id=service_einstein" target="_blank"><em>Trailhead</em>: Einstein Service
                Replies</a></p>
            <p style="margin-bottom:0;"><a href="https://trailhead.salesforce.com/content/learn/projects/customer-service-replies-and-work-summaries" target="_blank"><em>Trailhead:</em> Customer Service Replies and Work
                Summaries</a></p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/learning_maps/lm_explore_2.png" alt="Set Up and Use Einstein Reply Recommendations header"></span></p>
            <p><strong>Set Up and Use Einstein Reply Recommendations</strong></p>
            <p>Improve customer
              interactions with Einstein Reply Recommendations.</p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.reply_rec_intro.htm&amp;type=5&amp;language=en_US" target="_blank">Einstein Reply Recommendations</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.reply_rec_prepare.htm&amp;type=5&amp;language=en_US" target="_blank">Prepare for Reply
                Recommendations</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.reply_rec_set_up.htm&amp;type=5&amp;language=en_US" target="_blank">Set Up Reply Recommendations</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.reply_rec_use.htm&amp;type=5&amp;language=en_US" target="_blank">Use Reply Recommendations</a></p>
            <p style="margin-bottom:0;"><a href="https://trailhead.salesforce.com/content/learn/modules/einstein-reply-recommendations-for-service" target="_blank"><em>Trailhead</em>: Einstein Reply Recommendations
                for Service</a></p>
          </td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/learning_maps/lm_code_2.png" alt="Set Up and Use Einstein Case Classification Apps header"></span></p>
            <p><strong>Set Up and Use Einstein Case Classification Apps</strong></p>
            <p>Predict and
              fill case fields for fast triage with Einstein Case Classification.</p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.cc_service_what_is.htm&amp;type=5&amp;language=en_US" target="_blank">Einstein Case Classification
                Apps</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.cc_service_considerations.htm&amp;type=5&amp;language=en_US" target="_blank">Prepare for Classification Apps</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.cc_service_setup.htm&amp;type=5&amp;language=en_US" target="_blank">Set Up Classification Apps</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.cc_service_agent_experience.htm&amp;type=5&amp;language=en_US" target="_blank">Use Classification Apps in Service
                Console</a></p>
            <p style="margin-bottom:0;"><a href="https://trailhead.salesforce.com/content/learn/modules/service_case_class?trail_id=service_einstein" target="_blank"><em>Trailhead: </em>Einstein Classification Apps for
                Service</a></p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/learning_maps/lm_analyze_2.png" alt="Use Einstein Conversation Mining header"></span></p>
            <p><strong>Use Einstein Conversation Mining</strong></p>
            <p>Identify Contact Reasons with
              Einstein Conversation Mining.</p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.conversation_mining_intro.htm&amp;type=5&amp;language=en_US" target="_blank">How Einstein Conversation Mining
                Works?</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.conversation_mining_setup.htm&amp;type=5&amp;language=en_US" target="_blank">Enable Einstein Conversation
                Mining</a></p>
            <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.conversation_mining_report.htm&amp;type=5&amp;language=en_US" target="_blank">Build Einstein Conversation Mining
                Report</a></p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/learning_maps/lm_learn_end_2.png" alt="Set Up and Use Einstein Knowledge Creation header"></span></p>
            <p><strong>Set Up and Use Einstein Knowledge Creation</strong></p>
            <p>Generate new
              knowledge articles from case transcripts with Einstein Knowledge
              Creation.</p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.knowledge_creation_parent_learn.htm&amp;type=5&amp;language=en_US" target="_blank">Learn About Einstein Knowledge
                Creation</a></p>
            <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.knowledge_creation_set_up.htm&amp;type=5&amp;language=en_US" target="_blank">Set Up Knowledge Creation</a></p>
          </td>

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