---
schema_version: "1"
id: f85ff6464e8948e23e2aa4c56b0730e1c867b43d4a452e7f6691f9357d300af2
title: Customize the Work Summaries for Case Prompt Template
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/work_summaries_case_prompt_template_customize.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.work_summaries_case_prompt_template_customize.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 23fe9fdf175cdd83f981b268ef4ba86226ce464d2d1712d2be3bdc9b7a662d3a
description: Specify the information Einstein must include or tweak the response voice and tone to get Case summaries that better align with your business needs. Add custom instructions to the prompt without building a template from scratch by creating a version of the standard Work Summaries prompt templates.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Customize the Work Summaries for Case Prompt Template

Specify the information Einstein must include or tweak the response voice and tone to get Case summaries that better align with your business needs. Add custom instructions to the prompt without building a template from scratch by creating a version of the standard Work Summaries prompt templates.

### 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>
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        <thead class="slds-text-title_caps ">
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d53082e59">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d53082e59 ">To create and manage prompt templates in Prompt Builder:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d53082e59 ">Prompt Template Manager permission set</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d53082e59 ">To create and manage retrievers:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d53082e59 ">Data Cloud permission set</td>

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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d53082e59 ">To run prompts with Einstein Search:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d53082e59 ">Data Cloud User permission set</td>

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For Case Summary template types, the LLM drafts responses based on Case ID.

To customize the Summarize Case prompt template, we recommend you edit the standard prompt templates and save a new version. In the standard prompt template we’ve added the key pieces of a successful prompt, including instructions for the LLM, data resources, and relevant inputs like the Case ID. You can still add and test your own instructions if you save a new version of the template.

1. From Setup, in the Quick Find box, search for and select **Prompt Builder**. Under Prompt Templates are is the Summarize Case prompt template with the Case Summary template type.
    
    ![List of available prompt templates with the Summarize Case template highlighted.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/work_summaries_case_prompt_template.png)
2. To edit the standard prompt template, select it and you're redirected to the Prompt Template Workspace. Click **Save As**. A new version of the prompt template opens in the workspace.
    
    ![The prompt builder workspace with the Case prompt template.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/work_summaries_case_prompt_workspace.png)
    
    For the Case Summary template type, the standard prompt template user instructions include the task for the LLM, Case ID, and any response limits.
3. To test the Summarize Case prompt template, under Case Record, enter the Case ID. Click **Preview** to see how your changes to the prompt template impact the LLM response. See [Review, Revise, and Repeat: Ensure That a Prompt Template Is Effective](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_review_revise.htm&type=5&language=en_US). Review your custom prompt carefully before you activate it.
4. When you’re satisfied with the outputs, click **Activate**.
    
    If there are multiple available templates, Work Summaries for Case uses the most recently modified active template version when recommending responses to users.

#### See Also

- [Standard Prompt Templates](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_standard_prompt_templates.htm&type=5&language=en_US)
- [Standard Prompt Template Types](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_standard_template_types.htm&type=5&language=en_US)