Set Up Einstein Work Summaries

Set Up Einstein Work Summaries and Conversation Catch-Up

Einstein Work Summaries improve efficiency by streamlining communication regarding customer interactions. This feature creates a concise overview of the work done on a case. This summary includes key actions taken, updates made, and any important notes, making it easier for service reps to quickly understand the status and history of a case. To use Work Summaries on Cases, you’ll need to add three custom fields and a custom action to the Case object and then place them on the Messaging Session Lightning page layout.

Create Three Case fields

1. Click , click Object Manager, select Case, then select Fields & Relationships.
   
2. Click New.
   
3. Select Text Area (Long) from the list, and click Next.
   
4. In the Field Label, enter Issue, accept the default settings, and click Next twice.
   
5. Click Save & New. Repeat the process to create two more Text Area (Long) fields on the Case object:
   
   • Resolution
   • Summary
6. Click Save.
   

Enable Work Summaries and Conversation Catch-Up

1. Click , and select Service Setup. In the Quick Find box, search for and select Einstein Work Summaries.
   
2. Toggle On Einstein Work Summaries.
   
3. In the Enhanced Messaging tab, click Edit, then set Response Destination to Case ID and Target Case Fields as shown:
   
   • Einstein Responses Summary: Summary
     
   • Einstein Responses Issue: Issue
     
   • Einstein Responses Resolution: Resolution
     
4. Click Save.
   
5. Toggle Messaging Session Summaries so it is set to Active.
   

6. Click the tab for Conversation Catch-Up.
   
7. Click the toggle to the On position for Supervisor Summaries and Agent Summaries.
   

Now that you’ve created and mapped the Case fields for Work Replies to generate Messaging Session summaries, next you’ll set up a Case action to entrust Einstein to generate AI summarizations of customer interactions.

Add a new Case Action

1. Click , click Object Manager, select Case, and click Buttons, Links, and Actions.
   
2. Click New Action.
   
3. For Action Type, select Update a Record from the dropdown.
   
4. For Label, enter Generative AI Summarization.
   
5. Click Save to go to the Edit Layout portion of the Generative AI Summarization Case Action screen.
   

6. Drag the following fields from the palette to the right side of the Case Action layout:
   
   • Issue
     
   • Resolution
     
   • Summary
     
7. Click Save.
   

Add Work Summaries to the Messaging Session Lightning Page Layout

1. Click , select Service Console, and from the dropdown, select Messaging Sessions.
   
2. From the Recently Viewed list view, select a Messaging Session record.
   
3. Click in the upper-right corner, and select Edit Page.
   
4. Under the components tab, select Einstein Field Recommendations and drag it into the right column under the Service Replies header. The Einstein Field Recommendations component displays on the page with a default header as Wrap-Up.
   
5. Click the Einstein Field Recommendations component, and change the value for the component Header in the details pane by entering Case Summary.
   
6. Leave the other default values as they are:
   
7. Click Save.
   

8. Click (top-left corner) to exit Lightning App Builder and return to the Service Console.
   
9. If the Messaging Session record is not already associated with a Case, under Case Summary, link the record to an existing case.
   
   • Click in the Link To search box in the Case Summary component.
     
   • Associate to the Order Status Water Bottle case.
     
   • Refresh the page.
     
10. Click Get Einstein Recommendations, then click Save.
    

Results are based on record data and can vary. We test this further in Step 4 to produce more data in Work Summaries.

You’ve completed set up for Service Replies and Work Summaries! Next, you’ll review how these features help your service reps with their work in the Service Console.