Answered

Is there a way to use the AI Prompt for Salesforce cases

(1) Share

Report

Posted on by james23

Ideally - is there a way to make a flow that activates from a closed Salesforce Record, reads the case details and emails attached via the AI Prompt model and summarises the events, steps taken and resolution?

Thanks!

Categories:

Building flows

I have the same question (0)

All responses (2)

Answers (1)

Verified answer

Nandit 1,568 Moderator on at

Like (1)

Report

Hi james23,

I think you should be able to create a Scheduled flow (run it once a day)using the "Get Records" action and applying filter query to get the closed records. The build a custom prompt to view the record details (Summarise Text template is a good one to start with but I think you will need a lot of modifications) and for the attachments, I think you will need to extract the contents of it first then pass them as a string (Email Contents / Email conversation) in your prompt as a string.

Hope this helps and you progress with this. Share any issues you face along the way.

Kind regards,

Nandit

If this answers your query, please mark this response as the answer.
If its helpful, please leave a like. Thanks!

Was this reply helpful? Yes No
Suggested answer

SaiRT14 1,990 Super User 2025 Season 2 on at

Like (0)

Report
Steps to address:

Trigger: Set up the flow to trigger when a Salesforce case is closed. You can do this using the Salesforce connector in Power Automate.

Use the "When a record is updated" trigger and specify the condition that the case status must be Closed

Action: Use the Get Record action from Salesforce to retrieve the case details.

Attachments: If emails or notes are stored as attachments in Salesforce, you can use the "Get Attachments" action to retrieve the associated files (including emails).

Extract Email Content: If the emails are stored as attachments or are part of the case activity history, you can extract their content using AI Builder's "Document Processing" or "Extract Text from Files" actions to pull the email body, subject, etc.

For PDFs or other documents, you can use the AI Builder or external AI services (like Azure Cognitive Services) to extract the text from those attachments.

AI Summarization: Use AI Builder’s Text Analytics model (or an external AI model like Azure OpenAI) to summarize the extracted text from the emails and the case details.

Summarize the following case details including the events, steps taken, and the resolution: [Case details and email content here].

Format the Summary:

Action: After the summary is generated, you can automatically

Was this reply helpful? Yes No