Purpose:
The purpose of this article is to clarify how comments are handled during Case Summarisation and to outline current limitations in usage reporting.
Scope of Case Summarisation:
The default Case Summarisation includes the summary of the case in the context of both:
“Reply to Customer”
“Internal Note”
However, comments added as Case Notes are not included in the summarisation process.
Only comments relevant to customer communication or internal collaboration are considered for generating the summary.
Note:Please make sure that the required GEN AI permission is enabled of your profile. If it disabled please contact support.
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