Setting Up Work Summaries

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To use Work Summaries in Agentforce, first Set Up Your Agent.

• Enable Work Summaries
  To get started, turn on Work Summaries.
• Show Work Summaries for Enhanced Messaging
  To have Einstein predict and fill the conversation summaries at the end of a messaging session, create a quick action that stores the generated summary. Then, add the Wrap Up component where the service reps work, map the generated outputs to Salesforce object fields, and activate work summaries for messaging sessions. By default, summaries are generated automatically when a conversation ends, and service reps review and save it. To save summaries automatically without service rep review, turn on automatic saving.
• Show Work Summaries for Voice
  To have Einstein predict and fill the conversation summary, issue, and resolution at the end of a call, add the Wrap Up component where the service reps work, map the generated outputs to Salesforce object fields, and activate work summaries for calls. By default, summaries are generated automatically when a call ends, and service reps review and save the summary. You can turn it off if needed. To save summaries automatically without service rep review, turn on automatic saving.
• Show Work Summaries for Email
  Have Einstein predict and fill the conversation summaries for case-associated emails, add the Email Summaries component where service reps work, map the generated outputs to Salesforce object fields, and activate work summaries for emails.
• Show Work Summaries for Live Chat
  To have Einstein predict and fill the case summary, issue, and resolution at the end of a chat, set up case field mapping and add the Wrap Up component to the Live Chat Transcript page.
• Show Work Summaries for Case (Beta)
  Einstein Work Summaries for Case provides comprehensive summaries using data from case fields, comments, email messages, and case feed. It helps service reps ‌quickly review case details, reducing manual note-taking, handling time, and after-call work. To have Einstein draft a case summary, issue, and resolution, select where you want summaries to appear and activate work summaries for case.
• Show Service Reps and Supervisors Midconversation Summaries
  When a service rep or supervisor joins an active voice call or messaging session and has to gain context quickly, catch them up with a real-time AI-generated summary of the conversation.
• Give Service Reps Access to Work Summaries
  Give service reps access to Work Summaries by assigning them the correct permission sets.