Case comments get generative AI assistance in Winter '27, letting service reps refine drafts without leaving the comment editor.
Where
In the case comment editor. Requires Agentforce for Service and Einstein for Service enabled in the org. Button visibility is configured in Support Settings.
How
Reps can apply standard revise options to polish, expand, or summarize a draft, or give specific instructions for how a comment should be refined. The refine-with-instructions action follows guidance admins configure in the Refine Case Comment prompt template in Prompt Builder.
Why
Reps spend real time second-guessing tone and phrasing in written updates. Keeping the rewrite step inside the editor, governed by an admin-controlled template, speeds up case documentation while keeping the output on-message.