Skip to content
A customer service agent reviews customer case history details within Salesforce.
Service

Find and Summarise Similar Cases

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

Watch Service AI demos
In a chat window, Einstein Copilot receives a prompt to summarise a batch of customer service cases.
Copilot Action: Customised

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

  1. 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 summarise similar customer service cases.
Prompt Template: Customised

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

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

For inspirational purpose only. Customised 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 customised actions. It is recommended that users engage qualified developers or consultants to ensure optimal results.

A Prompt Template Text input window.
Copilot Action: Customised

Case Classification

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

Template Type
Flex

Object Referenced
Case

Data Sources
CRM, Flow

How to Use This Template

  1. Create a new template using the one shown here as a base and add your own data.
  2. You can deploy flex templates in a Lightning page, Flow or Copilot.
Get prompt template
Salesforce Einstein mascot with examples of prompts for prompt builder.

Build your own customised solution.

Learn how to create prompts for your business needs and bring them into the flow of work.

Read the guide

Ready to take the next step with the world’s #1 CRM for AI?

Talk to an expert.

Tell us a bit more so the right person can keep in touch faster.
Request a call

Stay up to date.

Get the latest research, industry insights and product news delivered straight to your inbox.
Sign up for newsletter