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Salesforce Service representatives have the flexibility to create detailed Case Work Summaries directly from two primary locations within the platform: the Case Feed and the Case Comments.
Blog Post:
https://www.infallibletechie.com/2025/04/salesforce-einstein-case-summaries.html
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0:04
hello everyone in this video we are
0:07
going to see Salesforce Einstein case
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summaries we can make use of uh high
0:16
quality agenerated
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uh message or text whenever we are
0:24
uh creating a new post or whenever we
0:28
are creating a new case comment on the
0:31
case record let's see the configuration
0:36
to set up Einstein case summaries the
0:41
first step
0:42
is make
0:44
sure Einstein if you go to Einstein
0:47
setup and Salesforce setup make sure it
0:49
is turned on next search for Einstein
0:53
work summaries in Salesforce setup
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toggle on Einstein work summaries make
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sure this is turned on
1:01
next come to case
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tab under case tab case summaries should
1:09
be active so toggle on to make it active
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you can go and do the grounding if you
1:17
wanted to make use of
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uh information from uh case records and
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as well as from knowledge object so if
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you go to grounding setup you should be
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able to configure grounding for
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knowledge and case
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object once that is
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done as of now you can select either
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case feed or case comments if if you
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select case feed as the destination
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whenever you click new post you will get
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a button where you can click it and then
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it will generate the
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uh summary for you if you wanted to use
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it whenever you are uh going to create a
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case comment then you have to select
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case
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comments for this demo
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uh for destination I have selected case
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commands once this is done I have
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created a quick
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action for the target object case
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comment and then I have added
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this new case command quick action on
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the case page layout
2:33
next if you have
2:35
uh um service representatives if you
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wanted to pilot this or you wanted to
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test it out by yourself make sure those
2:44
users and yourself have work summaries
2:48
user permission set assigned this is
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very critical permission set this is
2:53
mandatory to test out this feature and
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also in the future if you want to
2:57
continue using it this permission set
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should be assigned to the users who want
3:02
to make use of case
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summaries so and once this is also
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assigned go to a case uh record since I
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have added the new case comment quick
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action on the page layout I'm able to
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see it i'm going to click
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add so you will get a button called
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draft a case summary with Einstein it is
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in beta as of now so if you click it
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will generate and then it will give you
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the summary and then you can save it
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so I'm able to get the summary and then
3:45
I was able to see it
3:51
immediately please check the video
3:53
description in the video description I
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have given my blog post from the blog
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post you should be able to get the steps
4:00
to configure Einstein case
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summaries which will be very helpful
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when you are setting up in your
4:07
Salesforce
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or I hope it was
4:22
helpful thank you for watching
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