Send an approved AI suggestion drawn from knowledge instead of drafting from scratch.
Einstein for Service suggests a reply drawn from knowledge and past responses, so the agent sends an approved suggestion rather than writing from scratch.
This guide shows you how to use a suggested reply to answer a case.
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 a case that needs a reply.
Review the reply Einstein suggests.
Edit it for the customer's specifics.
Confirm it is accurate before sending.
Send the reply and close or progress the case.
**Scenario**: [Customer name] submitted a case asking [question]. **Step 1**: You open case [CASE-number]. **Step 2**: Einstein suggests a reply drawn from Salesforce Knowledge and response templates, addressing the customer's question. **Step 3**: You edit the suggestion to add [customer-specific detail]. **Step 4**: You confirm the reply is accurate. **Step 5**: You send the reply and progress or close the case.
Suggest a reply to this case grounded in Salesforce Knowledge and the response templates, addressing the customer's question, for the agent to review and send.
Generate a concise case-and-resolution summary so the record is complete.
Get a complete, on-brand draft grounded in the team's knowledge to review and send.