Increase Your Service Reps’ Efficiency With Work Summaries in Salesforce

When it comes to customer support, service teams are expected to not only deliver a stellar customer experience and resolve the issue, but also to fully document it. Since reps solve dozens of conversations, emails, and cases, summarizing each of them clearly and concisely while retaining all key details can amount to a significant amount of time. What if, in this day and age, they could speed through this process with generative AI, right within Salesforce?

In this article, we’ll explore Einstein Work Summaries, how to get started, and what this feature has in store for your service team.  

What Are Work Summaries in Salesforce? 

Einstein Work Summaries are a support-oriented feature that allows teams to swiftly obtain comprehensive summaries about their work, regardless of the channel on which the interaction happened. Be it enhanced messaging, email, or even voice calls, a service representative can forget about the often tedious task of noting what happened during a customer exchange – with the help of generative AI, summaries become a click of a button, offering an output that can easily be reviewed and corrected if needed. 

Available with the Agentforce 1 Edition or with the Agentforce for Service add-on alongside other features such as Service Replies, Work Summaries can transform the day-to-day for both service reps and managers at various points within a Case’s lifecycle – whether while evaluating an escalation, during a transfer, or directly after the Case is closed. 

Setup and Configuration 

Getting started with Work Summaries can be a matter of minutes, depending on the channels you would like to enable it for. Within the dedicated Einstein Work Summaries setup page, the feature can be turned on with a toggle, and then individual settings can be done for each of the available ways the summaries will be used. Keep in mind that enabling Einstein is a prerequisite to enabling Work Summaries. 

While you can choose to use all available channels, it’s not mandatory. Access can be controlled with individual permission sets, so if part of your team only needs Work Summaries on messaging sessions but not for Emails or Voice Calls, that can be configured. For each channel, you will also have to map the fields where the summaries should be stored on the record once generated.

To offer a greater level of control to their customers, Salesforce ensured that Work Summaries are powered by prompts predefined with Prompt Templates. This means that you can tailor the response in such a way that it perfectly satisfies your team’s needs.

Depending on what channel you will be using to generate the Work Summaries for, the available Prompt Templates you can use and customize are:

• Summarize Messaging Session 
• Summarize Voice Call
• Service Email Summary
• Summarize Case (beta)

Once the setup, permissions, and eventual prompt tweaks are ready, it’s all about exposing certain components across record pages. For Messaging, Chat, and Voice, the Einstein Field Recommendation component should be added to the desired Record Page, and the Recommendation Type set to Wrap-Up. For Email Summaries, on the other hand, it would be the Einstein Email Summaries one.

Work Summaries in Action 

Since the setup is complete, it’s all about enabling your team to start using this feature in their day-to-day. Since all summaries can easily be generated from the record page and stored on the record, anyone with access to both the record and the fields will instantly know what is going on.

Of course, once the recommendations are applied and fields generated, reps can choose to further edit the output to add more information as needed. Additionally, for each response, feedback can be provided to help improve future responses. 

For Voice Calls, the summaries are generated at the end of the call, and in the same format as for other channels. This includes the summary, the issue, and resolution. While skimming through a messaging session may be faster, listening to a call could take much longer, so having the summary directly when accessing the voice call record can save quite a few minutes. As of now, the summaries are automatically generated when the call ends, so no manual intervention is needed. 

Conversation Catch-up

Specifically tailored for reps and managers to use during an active voice or messaging session, the Conversation Catch-up window offers a real-time glimpse into the conversation. Available when accepting a transfer (from another rep or even an Agentforce agent) or monitoring a messaging session or call, this window includes both a one-line summary as well as a more robust and longer description. 

This summary is automatically generated; it is not stored and can’t be retrieved once dismissed. Users have the option to rate its accuracy every time the summary appears as a mechanism to provide feedback about the accuracy of the output.

Case Summaries (Beta)

While still in beta as of now, you should also explore Case Summaries. When enabling it, you can choose between the Case Feed or Case Comments as the destination, making it easier than ever for service reps to ultimately generate a snapshot-like view of the entire Case at any point in time. 

If the Case is still open, the output only includes the Summary and Issue, but after the Case is closed, Resolution will also be added as a section. Of course, you and your team have full control over this output, as you can choose to edit the out-of-the-box Prompt Template as needed. 

Final Thoughts 

Offering your service teams the possibility to safely leverage generative AI directly in Salesforce is sure to not only optimize their daily tasks, but also allow them to focus more on the actual customer conversation. Allow reps to forget about manually documenting what happened across live chat, messages, calls, or Cases. Instead, a click of the button can do that in just a few seconds – an approach that saves time, promotes collaboration, and enables anyone to get up to speed instantly! 

Have you already explored Einstein Work Summaries for our org? Let us know in the comments below!