---
schema_version: "1"
id: 3b34a43ad851f3d0c3e2269bbba4f60fa89d38da7a95d9a38243bfe2f11c1034
title: Show Work Summaries for Case (Beta)
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/work_summaries_show_case.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.work_summaries_show_case.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 4659bac9f9f16066ed245b3d89840db6fe6f2155e48e4d3e175e420f3ee0375d
description: 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.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# 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

<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>

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

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](https://help.salesforce.com/s/articleView?id=service.generative_ai_enhanced_summaries.htm&release=264.0.0&type=5 "Boost service team efficiency and save time with AI-generated case summaries tailored for each role and context. Enhanced Summaries show service reps and supervisors only the essential information, so they spend less time interpreting data. Users can generate a summary, issue, and resolution directly from the Case page with a single click. They can then review, edit, and save these summaries. Admins can also configure to let users post these summaries to the case feed and comments.").

To use Work Summaries for Case, first [set up Service AI Grounding for Case](https://help.salesforce.com/s/articleView?id=service.einstein_generative_ai_grounding_setup.htm&type=5&language=en_US).

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

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](https://help.salesforce.com/s/articleView?id=service.work_summaries_case_appear.htm&release=264.0.0&type=5)**  
    Select a destination for summaries on the case page.
- **[Customize the Work Summaries for Case Prompt Template](https://help.salesforce.com/s/articleView?id=service.work_summaries_case_prompt_template_customize.htm&release=264.0.0&type=5)**  
    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.