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| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | - | - | 
May 28, 2025 |
Business value
The case and custom record summaries are useful in helping users get up to speed on lengthy, long-running cases and custom records. This can include a lot of dense text. This feature helps structure the content so that users can get up to speed quickly.
Feature details
The ability to customize formatting for case and custom record summaries allows users to format their content in a structured manner so that they can be more efficient. This customization enhances record readability for service representatives. Additionally, it also helps representatives quickly surface critical information from their cases so they can more quickly provide customer service.
Feature specifics include the following:
- There are now two modes of formatting for case summaries and custom record summaries: paragraph and structured.
- The paragraph formatting remains as is. For the structured formatting option, admins can now specify up to five custom headers that can be used to structure the summary.
- The custom headers can include a short description that helps specify the information from the record that should be used to generate the summary.
- Admins can deselect some of the configured headers without deleting them completely.
