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.

Required Editions

View supported editions.

Important Work Summaries for Case (beta) is retired and no longer available. To generate case summaries, use Enhanced Summaries. Enhanced Summaries offers role-specific summaries and more summarization features, which help your service reps work more efficiently. To set up Enhanced Summaries, see Show Role-Based AI-Generated Summaries with Enhanced Summaries.

To use Work Summaries for Case, first set up Service AI Grounding for Case.

Important If Personally Identifiable Information (PII) is enabled for relevant fields, the case summary limit is 65,536 tokens. If PII is disabled, the limit is 262,144 tokens.

• Select Where Case Summaries Appear
  Select a destination for summaries on the case page.
• 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.