---
schema_version: "1"
id: da58e22ad5809359b54ce244689c31e588d36551ca65d95b6d70dfbbe9564dc5
title: Add Service Plan Data to Case Emails and Summaries (Optional)
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/sp_pt_setup.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.sp_pt_setup.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 5dd81300d901e2830a3ae8462ef190134635585e52f9e0ab4fbe8adba24c6bc3
description: Use custom and standard prompt templates to include service plan information in Case emails, posts to the Case feed and comments, and Case summaries.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Add Service Plan Data to Case Emails and Summaries (Optional)

Use custom and standard prompt templates to include service plan information in Case emails, posts to the Case feed and comments, and Case summaries.

### 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>

Two prompt templates are available for Service Assistant: Draft Service Plan Email and Summarize Case. Setup of the prompt templates is optional. If you choose to set up the prompt templates, make sure you [Enable Prompt Builder](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_enable.htm&type=5&language=en_US).

Each prompt template requires specific permissions for the Service Assistant admin, service reps, and ServicePlanner user. The permissions for each prompt template are provided in the next sections.

## Draft Service Plan Email Prompt Template

The Draft Service Plan Email prompt template is custom-built for Service Assistant and is ready to use with minimal setup and activation required. The prompt template is available in Prompt Builder when you have the permissions listed below. 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).

When activated, the prompt template is accessed with the Draft with Einstein feature in the Email tab of the Case feed. The template drafts an email that summarizes the progress made on an active Case that has a service plan. The draft email contains a summary of the original issue, the completed service plan steps, and the next service plan steps to be taken for the Case.

![Service plan Case update email workflow](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_workflow.png)

To set up and use the Draft Service Plan Email prompt template, the Service Assistant admin and service reps require these permissions. The Service Planner User doesn't require any specific permissions.

<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="d42942e97">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d42942e97 ">For Service Assistant Admins to create and configure the prompt template:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d42942e97 "><a name="sp_pt_setup__ul_shn_kp3_zgc"><!-- --></a>
              <ul id="sp_pt_setup__ul_shn_kp3_zgc">
                <li>Agentforce Default Admin permission set</li>

                <li>Customize Application OR System Admin</li>

                <li>Einstein Service Email Assistant User permission set</li>

                <li>Prompt Template Manager permission set</li>

                <li>Service Planner Builder permission set</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d42942e97 ">For Service Reps to use the prompt template:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d42942e97 "><a name="sp_pt_setup__ul_gr2_pp3_zgc"><!-- --></a>
              <ul id="sp_pt_setup__ul_gr2_pp3_zgc">
                <li>Einstein Service Email Assistant User permission set</li>

                <li>Prompt Template User permission set</li>

                <li>Service Planner User permission set</li>

              </ul>
            </td>

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

## Summarize Case Prompt Template

The Summarize Case prompt template is a standard prompt template that requires specific configurations to be used in Service Assistant. We provide you default prompt template text that’s tailored for Service Assistant. You must create a version of the standard summarize case prompt template and replace the text tailored for Service Assistant. See [Set Up the Summarize Case Prompt Template](https://help.salesforce.com/s/articleView?id=service.sp_sc_pt.htm&type=5&language=en_US).

When configured, the case summary includes details from the service plan, including the initial problem, the completed and uncompleted steps, and final resolution.

To set up and use the prompt template in Service Assistant, you must [Set Up Enhanced Summaries for Case](https://help.salesforce.com/s/articleView?id=service.enhanced_summaries_case_setup.htm&language=en_US&type=5). After, you create a version of the standard Summarize Case prompt template to configure the default prompt template text to support Service Assistant.

Service reps can draft Case summaries using the prompt template from the Enhanced Summaries component.

To set up and use the Summarize Case prompt template, these permissions are required.

<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="d42942e189">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d42942e189 ">For Service Assistant Admins to create and configure the prompt template: </td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d42942e189 "><a name="sp_pt_setup__ul_btb_dq3_zgc"><!-- --></a>
              <ul id="sp_pt_setup__ul_btb_dq3_zgc">
                <li>Agentforce Default Admin permission set</li>

                <li>Customize Application OR System Admin</li>

                <li>Prompt Template Manager permission set</li>

                <li>Service Planner Builder permission set</li>

                <li>Enhanced Summaries User permission Set </li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d42942e189 ">For Service Reps to use the prompt template:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d42942e189 "><a name="sp_pt_setup__ul_tbc_1q3_zgc"><!-- --></a>
              <ul id="sp_pt_setup__ul_tbc_1q3_zgc">
                <li>Prompt Template User permission set</li>

                <li>Service Planner User permission set</li>

                <li>Enhanced Summaries User permission Set </li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d42942e189 ">For the ServicePlanner User to include the Summarize Case quick action in a plan
              step:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d42942e189 "><a name="sp_pt_setup__ul_rfx_cv3_zgc"><!-- --></a>
              <ul id="sp_pt_setup__ul_rfx_cv3_zgc">
                <li>Service Planner Agent User permission set</li>

                <li>Agentforce_Service_Assistant Permissions permission set</li>

                <li>Enhanced Summaries User permission set</li>

              </ul>
            </td>

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

Here’s the default prompt template text you must add. You can edit the Summary Output Instructions section to tailor the template with your company-specific information and resources. We don’t recommend making edits to any other sections. Don’t remove or edit the Service Plan Input or Case Content Input resources.

```
You are a summarization assistant. Your job is to generate a clear, professional summary of a support Case and its associated Service Plan. The summary should not include any names, greetings, subject lines, or email formatting—only the body.
       
       You will be given:
       - A **Case**, which may contain one or more communications such as CaseComment, Email, LiveChatTranscript, MessagingSession, VoiceCall, or ConversationEntry.
       - A **Service Plan**, which may be generated to assist in resolving the case.
       
       ---
       
       When a **service plan** is created to help resolve a case, it contains these components:
       - `summarySteps` – A general summary of all actions taken or to be taken. Use this **only if `steps` is empty**.
       - `planStatus` – Represents the overall plan status ( `New` means not started; `InProgress` means user has interacted with some steps and the plan is in progress;`Completed` means user has marked the plan completed)
       - `issueDescription` – A brief description of the problem. Use this to frame your opening statement.
       - `steps` – An ordered list of steps intended to address the issue.
       - `stepName` – A description of the step. Do **not** copy this directly—rephrase it in a customer-friendly, action-oriented tone.
       - `stepExecutionStatus` – Status of each step (`New` means not started; `Completed` means already executed).
       - `stepOrder` – The order in which steps should be performed.
       - `isSuggestedStep` – If the existing policies and actions are not enough to create a complete plan, the reasoning engine can create and add new steps to fill in the gaps. These are called suggested steps. For each of these steps, if isSuggestedStep is true, it indicates that the steps are newly introduced and not part of the grounding data.
       ---
       
       ### Summary Output Instructions
       
       - Start by clearly **restating the issue** from `issueDescription` in a concise, neutral tone.
       - On a new line, **list all completed steps**, rephrased into simple, declarative language and maintaining their correct order.
       - On another line, **highlight the next upcoming step** (only one), if available.
       - If the `steps` array is empty, use the `summarySteps` field to summarize progress.
       - Do **not** reference raw field names or internal labels in your summary.
       - Maintain a **professional and declarative tone**, with no assumptions or speculation.
       
       ---
       
       Service Plan Input:
       {!$SalesforceDataAction:getPlanDataEnhanced.servicePlanInfo}
       
       Case Content Input:
       {!$Flow:case_summaries__GetCaseSummaryInfo.Prompt}
```

#### See Also

- [_Salesforce Help_: Get to Know Prompt Builder](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_get_to_know.htm&type=5&language=en_US)
- [_Salesforce Help_: Prompt Builder Key Concepts](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_key_concepts.htm&type=5&language=en_US)