Configure and Activate Work Summaries
Learning Objectives
After completing this unit, you’ll be able to:
- Choose the right channels for Work Summaries in your contact center.
- Set up and activate Work Summaries on messaging channels.
Service Improvements at Ursa Major Solar
Rachel Jones is the support operations planner at Ursa Major Solar. She’s in charge of determining her service team’s goals and running a successful contact center. Customer expectations are high and can impact the company’s bottom line, so Rachel’s always looking for new ways to help her team meet their SLAs.
Rachel prioritizes using her team’s data to recognize areas of success or identify areas for improvement. At the same time, she’s wary of overloading her team with fields to fill at the end of each customer interaction.
Carlos, Ursa Major’s support team lead, suggests that they look into the Einstein features in their contact center to see if they can automate some of their service workflows and data collection. Rachel has heard a lot about generative AI and is curious to learn how it might help them.
Rachel discovers Work Summaries. She likes that it uses generative AI to predict and quickly capture key information from customer conversations that agents can review, edit, and save in no time. It seems like the perfect solution! With Work Summaries, her agents can quickly fill in case fields at the end of a conversation, and Rachel can get the data she desires without adding to their workload.
Select Your Channels
To see if they can use Work Summaries, Rachel reaches out to Ursa Major Solar’s Salesforce admin, Maria Jiminez.
Maria is excited to try out the new Salesforce generative-AI products. She wants to pilot the Work Summaries feature with a few experienced agents before rolling it out to the wider team. Maria contacts her Salesforce account executive to make sure she has the licenses she needs and then explores the best way to set it up for Ursa Major Solar.
In Setup, Maria sees that Work Summaries is available for several channels, including Voice, Enhanced Messaging, Chat, Emails, and even Conversation Catch-Up for mid-conversation summaries.
Ursa Major Solar gets a lot of customer service questions through its website's messaging function. Customer questions come in quickly, and to keep up, agents need to move from one session to the next fairly rapidly. The team decides to add summaries to their messaging channel. Let’s see how they do it.
In this module, we assume you’re a Salesforce admin with the proper permissions to enable Einstein Work Summaries for Messaging. If you’re not, that’s OK. Read along to learn how your admin would take the steps in a production org. Don't try to follow these steps in your Trailhead Playground. Einstein Work Summaries isn’t available in the Trailhead Playground.
Create Messaging Session Fields
The first step is adding fields to the Messaging Session object to hold Einstein’s generated responses.
- From Setup, in the Object Manager, click the Messaging Session object.
- Select Fields & Relationships, and then New.
- Maria creates three new fields–Issue, Resolution and Summary–to store the generated summaries.
- For Data Type, she chooses either Text Area or Text Area (Long), since fields with other data types can’t store the summaries.
- She makes sure to save the new fields.
Create a Quick Action and Add Fields
To update the Messaging Session record with the summaries, Maria creates an Update Record quick action.
- From Setup, in the Object Manager, click the Messaging Session object again.
- Select Buttons, Links, and Actions, and then New Action.
- For Action Type, select Update a Record, and label it
Update Messaging Session with Summaries
.
- Click Save.
- On the quick action layout screen, Maria drags her new Issue, Resolution, and Summary fields onto the layout.
- Maria saves her action and moves to the next step.
Add the Wrap-Up Component to the Messaging Session
Next, in Lightning App Builder Maria adds the Wrap-Up component to the Messaging Session Record page, where agents triage and help customers. (Maria set up this record page when she set up Messaging in Service Cloud. We won’t include those steps here. To learn more about Messaging, messaging sessions in Service Cloud, and how to set them up, check out the link in Resources.)
Here’s how she adds the Wrap-up Component.
- From Setup, Maria enters
Lightning App Builder
and selects it.
- Maria opens the Messaging Session record page and clicks Edit.
- To add the Wrap-Up component, she drags the Einstein Field Recommendations component onto the Messaging Session page.
- For Header, she enters
Case Wrap Up and Summary
.
- For Recommendation Type, she selects Wrap-Up.
- For Lookup Field, she selects Use This Messaging Session.
- And for the Update Action, she selects Update Messaging Session with Summaries.
- Maria clicks Save and Activate.
Map Responses to Object Fields and Activate Messaging Session Summaries
Next, Maria maps the generated summaries to the fields of the MessagingSession object or one of its related objects. These fields store the responses generated by Einstein.
- From Setup, in the Quick Find box, enter
Einstein Work Summaries
, and then select Einstein Work Summaries.
- Click the toggle to turn on Einstein Work Summaries.
- Under the Enhanced Messaging tab, click Edit.
- For the Summary, Issue, and Resolution outputs, she selects the Salesforce object field to map each output. These are the same ones that Maria added to the Update a Record quick action layout earlier.
- Maria saves her selections.
- Then she toggles on Messaging Session Summaries.
Maria’s work is almost done! Next, see how she gives agents access, and how they try Work Summaries for the first time in the console.
Resources
- Salesforce Help: Manage Permission Set Assignments
- Salesforce Help: Setting Up Work Summaries
- Salesforce Help: Get Started with Messaging in Service Cloud