Service

Find and Summarize Similar Cases

When customer service agents can quickly access resolutions to similar cases, they can resolve customer support inquiries faster. Use AI to access, summarize, and take action based on knowledge from previous cases.

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In a chat window, Einstein Copilot receives a prompt to summarize a batch of customer service cases.

Get Summary of Similar Cases

Overview
Agents and their supervisors need a high-level understanding of the most recent and important cases in order to identify any patterns. Copilot can give a summary of how cases have been solved based on a certain criteria.

Action Type
Prompt

Object Referenced

Data Sources
CRM, Flow

How to Use the Action

Invoke the action with: "How were critical issues solved today? or "What were high priority cases about?"

A chat window in which Einstein Copilot is prompted to summarize similar customer service cases.

Speed up Case Resolution

Overview
Finding similar cases to a current issue or retrieving relevant information from the knowledge base can be a struggle. Leverage the Data Cloud vector database to index all cases and the knowledge base. Then, using the correct prompt, request that the LLM provide similar cases — and the steps for resolution from a knowledge article.

Action Type
Prompt

Object Referenced
Case

Data Sources
CRM, Flow

How to Use the Action

Create a search index on Case DMO
Create an Apex class to host the semantic search query
Create a prompt template to retrieve the similar cases records from the Apex class
Create a flow to call the prompt and display the results as a clickable Cases object
Create a copilot action to trigger the flow and answer the question
Invoke the action with the phrases: "Give me similar cases," "Propose me a case resolution," or "Do we have similar issues?"

For inspirational purpose only. Custom copilot actions require additional flow, prompt, and apex development. The Copilot product and development teams do not assume responsibility for the implementation, maintenance, or performance of custom actions. It is recommended that users engage qualified developers or consultants to ensure optimal results.

Case Classification

Overview
Act as a tier-one call center for async channels like email and web forms. Generative AI will categorize the case reason and set a sentiment score for the customer inquiry.

Template Type
Flex

Object Referenced
Case

Data Sources
CRM, Flow

How to Use This Template