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new featureCase Management
Refine Case Comments with AI-Powered Writing Tools
Service reps can polish, expand, or summarize case comment drafts in the comment editor, or refine with specific instructions, governed by the admin-configured Refine Case Comment prompt template; tools work on the whole comment or selected text. Requires Agentforce for Service and Einstein for Service, and the Prompt Template User permission set. Turn on Agentforce Writing Tools for Case Comments in Support Settings.
identifiers
Refine Case CommentAgentforce Writing Tools for Case CommentsPrompt Template User
flags
off by defaultno action required
- how
- Turn on Einstein, review the Refine Case Comment prompt template in Prompt Builder, and select Agentforce Writing Tools for Case Comments in Support Settings.
- who
- Needs the Prompt Template User permission set.
- when
- where
- Enterprise, Performance, Unlimited, and Developer editions with Agentforce for Service and Einstein for Service.