---
schema_version: "1"
id: c50cbb48cbd6fd7213e8b74bb915bf92e93e3710e74c04e289a099f9c55f5813
title: Draft Service Plan Emails
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/sp_email_create.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.sp_email_create.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 78c1a3b00a5246bad167f0c05fab7074b359c5819275d6b1773ce8e78b16bd0e
description: Learn how your service reps draft service plan emails that provide your customers Case status updates with information from the service plan.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Draft Service Plan Emails

Learn how your service reps draft service plan emails that provide your customers Case status updates with information from the service plan.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
          <colgroup>
            <col>
            <col>
          </colgroup>
          <thead class="slds-text-title_caps ">
            <tr class="">
              <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d90987e63">User Permissions Needed</th>
            </tr>
          </thead>
          <tbody>
            <tr class="">
              <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d90987e63 ">To have service reps use the Draft Service Plan Email prompt template:</td>

              <td class="slds-cell-wrap" style="vertical-align:top;" headers="d90987e63 ">
                <p>Service Planner User permission set</p>
                <p>AND</p>
                <p>Prompt Template User permission set</p>
                <p>AND</p>
                <p style="margin-bottom:0;">Einstein Service Email Assistant User permission set</p>
              </td>

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

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png)

Note These steps provide guidance for service reps to access and use the Draft Service Plane Email prompt template. To set up the Draft Service Plan Email prompt template, see [Set Up the Draft Service Plan Email Prompt Template](https://help.salesforce.com/s/articleView?id=service.sp_email_setup.htm&type=5&language=en_US).

Service reps can use the Draft Service Plan Email prompt template to draft case progress emails for cases that contain service plan information. The template summarizes what plan steps are completed and states the next steps for the case. The template is accessible using the Draft with Einstein feature in the Email tab of the Case feed.

1. From the Case feed, select **Email**.
2. From the Email action windows, click **Draft with AI**.
3. Select **Draft Service Plan Email**.
4. In the email composer, review and edit the drafted email.
5. Click **Done**.
6. Send the email.

![Draft service plan email setup](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_email_select_rep.png)

**Draft Email with Service Plan Information**

![Draft service plan email](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_email_draft.png)

## Considerations for Service Plan Email Updates

Keep a few consideration in mind when your draft a service plan email update.

- If you draft an email before you make a service plan, only the plan summary and summary steps are in the draft email.
- If steps aren’t marked as ​​completed in a service plan, the template selects the first uncompleted step to inform the customer as to what actions are next for the case.
- The template doesn’t account for case or service plan status. Even if the plan or case is closed, the draft email summarizes the steps and suggests the next uncompleted step. If all steps are completed, the draft email includes only a summary of the executed steps.
- The template doesn’t differentiate between suggested and grounded steps. Make sure the draft email only contains information relating to grounded steps.