---
schema_version: "1"
id: 1897470593eda6e1a08d8a18accee722654b9184a0dfe574806c2f728fdca94c
title: Set Up Case Catch-Up & Insights (Optional)
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/sp_ccui_setup.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.sp_ccui_setup.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 20fe13c5074a115860469d80569da5fd202b311308e458a54fab0ccf8c8fc559
description: Turn on Case Catch-Up & Insights capability in the Service Assistant Setup page and then activate and configure each insight's associated prompt template.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Set Up Case Catch-Up & Insights (Optional)

Turn on Case Catch-Up & Insights capability in the Service Assistant Setup page and then activate and configure each insight's associated prompt template.

### Required Editions

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            <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&amp;type=5&amp;language=en_US" target="_blank">View supported editions.</a></td>

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              <a name="sp_ccui_setup__image_scz_pgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_ccui_setup__image_scz_pgf_5cc" 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/checkmark.png" alt="Checkmark"></span> This article applies to:
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            <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case for guidance and dynamic plans.</td>

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      </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d6499e79">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d6499e79 ">
              <p style="margin-bottom:0;">To set up Case Catch-Up &amp; Insights:</p>
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              <p>Customize Application OR System Admin</p>
              <p>AND</p>
              <p>Service Planner Builder permission set</p>
              <p>AND </p>
              <p style="margin-bottom:0;">Prompt Template Manager </p>
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Case Catch-Up & Insights is available for setup without completing the general Service Assistant setup, including creating a Service Assistant agent. However, these prerequisites are required.

- Service Assistant is turned on from the Case tab of the Service Assistant Setup page.
- The Service Assistant Lightning web component is added to the case record page layout.
- To access and turn on the Opening Sentiment insight, you must have [Customer Signals Intelligence](https://help.salesforce.com/s/articleView?id=service.concept_cxi_setup.htm&type=5&language=en_US) set up. If not, the insight is disabled on the Setup page.
- If you choose to set up the Analytics insight and want to have the score include customer sentiment and SLA data, you must set up [Customer Signals Intelligence](https://help.salesforce.com/s/articleView?id=service.concept_cxi_setup.htm&type=5&language=en_US) and [Service Level Agreements](https://help.salesforce.com/s/articleView?language=en_US&id=service.support_service_level_agreements.htm&type=5). If either feature isn't set up, the health score is calculated using only the case data metrics defined in the prompt.

The steps assume you understand the basics of using and navigating prompt builder. See [Get to Know Prompt Builder](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_get_to_know.htm&type=5&language=en_US).

- [Turn on Case Catch-Up & Insights](https://help.salesforce.com/s/articleView?id=service.sp_ccui_setup.htm&release=264.0.0&type=5 "Turn on the capability and select which insights you want to show.")
- [Activate and Configure the Prompt Templates](https://help.salesforce.com/s/articleView?id=service.sp_ccui_setup.htm&release=264.0.0&type=5 "Each insight has a prompt template that you activate. Each template contains a base structure that you can modify to meet your business requirements. The steps apply to all prompt templates for the feature.")
- [Assign Permissions](https://help.salesforce.com/s/articleView?id=service.sp_ccui_setup.htm&release=264.0.0&type=5 "After you activate the prompt templates, assign your service reps these permission sets.")
- [Test Your Setup](https://help.salesforce.com/s/articleView?id=service.sp_ccui_setup.htm&release=264.0.0&type=5 "Confirm that the capability shows in the Service Assistant component.")

## Turn on Case Catch-Up & Insights

Turn on the capability and select which insights you want to show.

1. From the Service Assistant Setup page, go to the Customize Experience by Object section.
2. Go to the Turn on Case Catch-Up & Insights section, and then turn on the toggle.
3. Turn on the insights you want to show in the Case Catch-Up & Insights card.

![Case Catch-Up & Insights Setup page section](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_case_insights_setup_page.png)

## Activate and Configure the Prompt Templates

Each insight has a prompt template that you activate. Each template contains a base structure that you can modify to meet your business requirements. The steps apply to all prompt templates for the feature.

1. From the Turn on Case Catch-Up & Insights section of the Setup page, go to the specific insight you want to configure.
2. Click **Go to Prompt template**.
3. From the Prompt Builder Workspace, click **Deactivate**.
4. Click **Save As** and then click **Save As New Version**. Version 1 is created.
5. Review the prompt template text.
6. To use the prompt template as is, proceed to step 9.
7. To modify the template, make your modifications and then click **Save As New Version**. Version 2 is created.
8. Test your prompt template.
    1. Click **Preview Settings.**
    2. From the inputs section, in the Record Name field, enter a case number.
    3. Click **Preview**.
    4. Review the results.
    5. Make modifications to your prompt if needed, and then click either **Save** or **Save As New Template**, depending on your use case.
9. Click **Activate**.
10. Repeat the steps for each insight you've turned on.

## Assign Permissions

After you activate the prompt templates, assign your service reps these permission sets.

- Service Planner User
- Prompt Template User

## Test Your Setup

Confirm that the capability shows in the Service Assistant component.

1. Go to the Service Console and create a new case record.
2. Wait for the card to load in the Service Assistant component. The component loads automatically. You don't need to take action in the record page. The capability can take up to a minute to load.
3. Review the capability card in the component to make sure that it represents your prompt template configurations.
    
    If Case Catch-Up & Insights doesn’t show or you see an error message like “Error loading insights”, try these troubleshooting steps.
    
    - Make sure the user has the Prompt Template User permision set.
    - Check that Case Catch-Up & Insights and each insight is turned on in the Setup page.
    - Make sure that Service Assistant for Case is turned on in the Setup page.
    - Confirm that the prompt template for each insight you turned on is activated.
    - Confirm that the case is newly created. Existing cases won’t show the card or you see an error message.

Here's an example of a generated card.

- The card always presents the sections in the same order: Engagement Summary, Opening Sentiment, Account Summary, and Analytics. The order isn't configurable.
- The card is generated only once and persists through the lifetime of the case.
- The card is generated only when a new case is created. Existing cases won’t show the card or the card shows an “Error loading insights” message in the component.
- The data in the section doesn't refresh if the case is updated or the prompt template is updated.

![Case Catch-Up & Insights shown in the Service Assistant component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_case_insights.png)