Get a complete, on-brand draft grounded in the team's knowledge to review and send.
A good draft reflects the team's actual knowledge and tone.
Einstein generative service replies draft a full response grounded in Salesforce Knowledge and templates, giving the agent a complete, on-brand draft to review.
Show faster, more consistent service inside Salesforce with automation metrics.
See where the AI reduces effort and where classification or replies need tuning.
Resolve common requests end to end with a scoped AI agent that escalates the rest.
Open the case requiring a reply.
Ask Einstein to draft a grounded reply.
Review the draft against the knowledge it cites.
Adjust for the customer's specifics and tone.
Send the reply once confirmed.
**Scenario**: [Customer name] asks how to [perform task]. **Step 1**: Open case [case-number] requiring a reply. **Step 2**: Ask Einstein to draft a grounded reply. Einstein searches Salesforce Knowledge and templates. **Step 3**: Einstein returns a draft citing Knowledge article [KB-number]. You review the article to confirm it answers the customer's question. **Step 4**: You adjust the draft for the customer's specifics and tone, adding context relevant to their situation. **Step 5**: You send the reply once confirmed.
Draft a complete reply to this case grounded in Salesforce Knowledge and the response templates, in the department's tone, citing the source article, for the agent to review and send.
Generate a concise case-and-resolution summary so the record is complete.
Send each case to the correct queue automatically, removing manual redirection.