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. Whether they’re reviewing a chronological timeline of interactions or referring to specific comments exchanged during the case resolution process, agents can efficiently compile and document key case information, ensuring continuity, transparency, and a comprehensive handoff for future reference or escalations.

1. Go to Salesforce Setup.

2. Go to Einstein Work Summaries.

3. Toggle on “Einstein Work Summaries”.

4. Click the Case Tab.

5. Toggle on “Case Summaries”.

6. Assign “Work Summaries User” Permission Set to the users.

7. Create a Quick Action to add new Case Comment and add it to the page layout.

Output: