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See Work Summaries in Action

Learning Objectives

After completing this unit, you’ll be able to:

  • Explain how to give agents access to Einstein Work Summaries.
  • Describe how agents use Einstein Work Summaries in the flow of work.

Give Agents Access

Now that Work Summaries is set up for messaging, Maria wants to give her service agents in the pilot program access to it. Maria assigns them the Work Summaries User permission set from their user profiles. If Work Summaries is enabled, users with the Work Summaries User permission set get access to the Wrap-Up component in the service console. It’s that easy.

Test It Out

Maria recruits an experienced service agent, Ada Belewa, to test it out first. Let’s see how Ada uses it in the flow of work.

Service agent, Ada Belewa.

Ada receives a new message from a customer about an issue with their solar panel system.

Ada creates a case. Then, after some troubleshooting, she walks the customer through a software update. Once the update is done she checks that the customer’s solar panels are running correctly. When she’s satisfied that the customer issue is resolved, she ends the chat.

The Wrap-Up component.

From the Wrap-Up Component in the Lightning Service Console, Ada clicks Get Einstein Recommendations. Einstein drafts a summary, issue, and resolution using the conversation context. It’s a quick overview of the troubleshooting steps that Ada took, but it still includes important details like the customer’s panel type and software version.

Messaging Session with the Wrap-Up component with Einstein summaries filled.

Ada reads over the case details, refines a word or two, then clicks Save. The summary is added to the Case record in no time flat!

Wrap It Up

Einstein Work Summaries is a great way to outfit your service center with the most up-to-date technology out there. Since adopting it, Ursa Major Solar’s support team has closed cases faster and delighted more customers than ever before.

Work Summaries is just one of the many tools offered by Einstein for Service. Close more cases faster, easier, and smarter by becoming familiar with the rest of the Einstein for Service features, and see how these features can work together to improve your business. To learn more, check out the Make Service Cloud Smarter trail.

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