Wrap-Up's accept rate is bounded by historical label quality. Audit closures, enable on a focused set of fields, pilot for four weeks, expand. Trying to enable every closure field at once produces an overwhelming panel that agents start clearing reflexively, which trains the model to expect rejection.
- Audit recent closure labels
Pull the most recent 500 closed cases per closure picklist value. Confirm each is consistent. Fix obvious mislabels. The audit takes a few days and is the highest-leverage step in the rollout.
- Pick three to five closure fields for the pilot
Resist enabling every closure field. Three to five high-value fields produce a clean close panel; ten or more turns the panel into noise the agent dismisses without reading.
- Enable Wrap-Up in suggested mode for the pilot fields
Setup, Einstein Service, Case Wrap-Up. Toggle on. Mode Suggested. Add the close panel component to the Case record page in Lightning App Builder.
- Train the pilot team on the close panel
Brief the agents on what the panel does, how to accept or edit suggestions, and how their accept signals feed back into the model. Agents who do not know the panel exists do not use it.
- Watch accept rate per field for four weeks
Pull the Insights report weekly. Above 60 percent accept on a field, the field is working. Below 60, audit the historical labels for that value or remove the field from Wrap-Up.
- Expand to the rest of the team and add fields gradually
Roll the pilot fields to the full service team. Add one new field per month, not in batches. Per-field rollout keeps the panel focused and the accept rate measurable.
- Schedule the quarterly label re-audit
Labels drift over quarters. A quarterly re-audit of the bottom-accept-rate values keeps the model accurate and the close panel useful.
The closure fields Wrap-Up suggests. Three to five is the sweet spot; more becomes noise.
Suggested shows the value for agent acceptance; pre-fill populates the field at close time without explicit acceptance. Start with Suggested.
Where the panel renders on the Case record page. Sidebar near the close button is the convention.
Record types, date range, owner filters for the historical closures the model trains on. Useful when older closures used different labels.
Weekly by default; can be triggered immediately after a label audit or policy change.
- Enabling too many closure fields turns the close panel into noise. Three to five is the sweet spot; agents stop reading at ten.
- Inconsistent historical closure labels produce inconsistent suggestions. The audit is the highest-leverage step in the rollout.
- Wrap-Up trains in the background even without the close panel component on the Case page. If suggestions are not appearing, check Lightning App Builder before opening a support case.
- Accepted values write as the saving agent in record history, not as Einstein. Compliance teams who want a separate AI-suggested audit signal should add a custom flag.
- Free-text closure fields rarely benefit from Wrap-Up. Text suggestions are too generic to accept without editing, which defeats the time savings.