---
schema_version: "1"
id: 667310346fdb66e4d2c80febacfe4e1dad115eaedf905da9126783874801d4ed
title: Setting Up Work Summaries
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/work_summaries_set_up.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.work_summaries_set_up.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: b0df406e57334a1db55ecdda7f8193467966360572706241d126bf90da069d88
description: Follow a few simple steps to create concise summaries and save service reps’ time.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Setting Up Work Summaries

Follow a few simple steps to create concise summaries and save service reps’ time.

### 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>

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

Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&type=5&language=en_US).

To use Work Summaries in Agentforce, first [Set Up Your Agent](https://help.salesforce.com/s/articleView?language=en_US&id=sf.copilot_setup.htm&type=5).

- **[Enable Work Summaries](https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_enable_work_summaries.htm&release=264.0.0&type=5)**  
    To get started, turn on Work Summaries.
- **[Show Work Summaries for Enhanced Messaging](https://help.salesforce.com/s/articleView?id=service.work_summaries_messaging_show.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.work_summaries_voice_show.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.work_summaries_email_show.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_chat_parent.htm&release=264.0.0&type=5)**  
    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)](https://help.salesforce.com/s/articleView?id=service.work_summaries_show_case.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_ccu.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_work_summaries_give_agents_access.htm&release=264.0.0&type=5)**  
    Give service reps access to Work Summaries by assigning them the correct permission sets.