---
availability: INSTALLABLE
description: A plugin that helps support teams and account managers access the full
timeline of cases linked to a customer.
installation_asset_uuid: f5e80a41-d83a-4db2-8699-5bc35dc8e778
name: Summarize Case History for an Account
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solution_tags:
- Sales
- Support
- Ticketing
systems:
- salesforce
---
## **Introduction**
The **“Summarize Case History for an Account”** plugin lets your team quickly view all past and current cases linked to a customer — right from the Moveworks AI Assistant. It helps account managers, CSMs, and support teams get a clear view of case trends, spot recurring issues, and prepare for customer conversations without logging into Salesforce.
This guide will walk you through setting up and customizing the plugin in Agent Studio in just a few minutes. Let’s get started!
## **Prerequisites**
• Access to **Agent Studio**
## **What are we building?**
### **Agent Design**
This [purple chat](https://marketplace.moveworks.com/purple-chat?conversation=%7B%22messages%22%3A%5B%7B%22role%22%3A%22user%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22Summarize+case+history+for+Acme+Corp%22%7D%5D%7D%2C%7B%22role%22%3A%22assistant%22%2C%22parts%22%3A%5B%7B%22reasoningSteps%22%3A%5B%7B%22status%22%3A%22success%22%2C%22richText%22%3A%22Identifying+account%3A+%3Cb+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3EAcme+Corp%3C%2Fb%3E.%22%7D%5D%7D%2C%7B%22richText%22%3A%22%3Cp+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3EOkay%2C+I+can+summarize+the+case+history+for+%3Cb%3EAcme+Corp%3C%2Fb%3E.+What+timeframe+are+you+interested+in+%28e.g.%2C+%27last+year%27%2C+%27Q1+2024%27%2C+%27last+3+months%27%29%3F%3C%2Fp%3E%22%7D%5D%7D%2C%7B%22role%22%3A%22user%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22last+year%22%7D%5D%7D%2C%7B%22role%22%3A%22assistant%22%2C%22parts%22%3A%5B%7B%22reasoningSteps%22%3A%5B%7B%22status%22%3A%22success%22%2C%22richText%22%3A%22Identifying+account%3A+%3Cb+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3EAcme+Corp%3C%2Fb%3E+and+timeframe%3A+%3Cb+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3Elast+year+%282023%29%3C%2Fb%3E.%22%7D%2C%7B%22status%22%3A%22success%22%2C%22richText%22%3A%22Retrieving+case+history+for+%3Cb+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3EAcme+Corp%3C%2Fb%3E+from+%3Cb+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3ESalesforce%3C%2Fb%3E%2C+filtered+for+%3Cb+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3E2023%3C%2Fb%3E.%22%7D%5D%7D%2C%7B%22richText%22%3A%22%3Cp+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3EHere%27s+a+summary+of+the+case+history+for+%3Cb%3EAcme+Corp%3C%2Fb%3E+for+%3Cb%3Elast+year+%282023%29%3C%2Fb%3E%3A%3C%2Fp%3E%3Cul+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3E%3Cli%3E%3Cb%3ETotal+Cases%3C%2Fb%3E%3A+90%3C%2Fli%3E%3Cli%3E%3Cb%3EStatus+Breakdown%3C%2Fb%3E%3A%3Cul%3E%3Cli%3EClosed%3A+75+%2883%25%29%3C%2Fli%3E%3Cli%3EOpen%3A+10+%2811%25%29%3C%2Fli%3E%3Cli%3EEscalated%3A+5+%286%25%29%3C%2Fli%3E%3C%2Ful%3E%3C%2Fli%3E%3Cli%3E%3Cb%3EPriority+Breakdown%3C%2Fb%3E%3A%3Cul%3E%3Cli%3EHigh%3A+10+%2811%25%29%3C%2Fli%3E%3Cli%3EMedium%3A+50+%2856%25%29%3C%2Fli%3E%3Cli%3ELow%3A+30+%2833%25%29%3C%2Fli%3E%3C%2Ful%3E%3C%2Fli%3E%3Cli%3E%3Cb%3ETop+Case+Categories%3C%2Fb%3E%3A%3Cul%3E%3Cli%3ETechnical+Support%3A+45%3C%2Fli%3E%3Cli%3EBilling+Inquiry%3A+20%3C%2Fli%3E%3Cli%3EFeature+Request%3A+15%3C%2Fli%3E%3Cli%3EProduct+Bug%3A+10%3C%2Fli%3E%3C%2Ful%3E%3C%2Fli%3E%3Cli%3E%3Cb%3EAverage+Resolution+Time%3C%2Fb%3E%3A+3.1+days%3C%2Fli%3E%3C%2Ful%3E%22%7D%2C%7B%22citations%22%3A%5B%7B%22connectorName%22%3A%22salesforce%22%2C%22citationTitle%22%3A%22Acme+Corp+Case+History+Summary+-+2023%22%7D%5D%7D%5D%7D%2C%7B%22role%22%3A%22user%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22How+many+cases+has+Acme+Corp+opened+per+quarter%3F%22%7D%5D%7D%2C%7B%22role%22%3A%22assistant%22%2C%22parts%22%3A%5B%7B%22reasoningSteps%22%3A%5B%7B%22status%22%3A%22success%22%2C%22richText%22%3A%22Identifying+trend+request+for+%3Cb+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3EAcme+Corp%3C%2Fb%3E+cases+by+quarter.%22%7D%2C%7B%22status%22%3A%22success%22%2C%22richText%22%3A%22Retrieving+quarterly+case+count+data+for+%3Cb+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3EAcme+Corp%3C%2Fb%3E+from+%3Cb+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3ESalesforce%3C%2Fb%3E.%22%7D%5D%7D%2C%7B%22richText%22%3A%22%3Cp+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3EHere%27s+a+breakdown+of+cases+opened+by+%3Cb%3EAcme+Corp%3C%2Fb%3E+per+quarter+over+the+last+year%3A%3C%2Fp%3E%3Cul+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3E%3Cli%3E%3Cb%3EQ1+2024%3C%2Fb%3E%3A+15+cases%3C%2Fli%3E%3Cli%3E%3Cb%3EQ4+2023%3C%2Fb%3E%3A+22+cases%3C%2Fli%3E%3Cli%3E%3Cb%3EQ3+2023%3C%2Fb%3E%3A+28+cases%3C%2Fli%3E%3Cli%3E%3Cb%3EQ2+2023%3C%2Fb%3E%3A+20+cases%3C%2Fli%3E%3C%2Ful%3E%3Cp+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3EThe+number+of+cases+has+generally+been+decreasing.+Is+there+a+specific+quarter+you%27d+like+more+details+on%3F%3C%2Fp%3E%22%7D%2C%7B%22citations%22%3A%5B%7B%22connectorName%22%3A%22salesforce%22%2C%22citationTitle%22%3A%22Acme+Corp+Quarterly+Case+Trend%22%7D%5D%7D%5D%7D%2C%7B%22role%22%3A%22user%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22Show+me+escalated+cases+for+Acme+Corp%22%7D%5D%7D%2C%7B%22role%22%3A%22assistant%22%2C%22parts%22%3A%5B%7B%22reasoningSteps%22%3A%5B%7B%22status%22%3A%22success%22%2C%22richText%22%3A%22Identifying+request+to+drill+down+into+%3Cb+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3EEscalated%3C%2Fb%3E+cases+for+%3Cb+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3EAcme+Corp%3C%2Fb%3E.%22%7D%2C%7B%22status%22%3A%22success%22%2C%22richText%22%3A%22Filtering+and+retrieving+details+for+escalated+cases+from+%3Cb+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%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shows the experience we are going to build.
## **Installation Steps**
We recommend creating the connector for **Salesforce** first, prior to installing this plugin. Please follow the [Salesforce Connector](https://marketplace.moveworks.com/connectors/salesforce#how-to-implement) guide to set up the connector.
Specifically, confirm the following permissions are granted:
- **Object Access**: `Read` access to the **Case** and **Account** objects.
- Ensure the user has permission to view all Case and Account records relevant to their team, territory, or assigned accounts.
After you have configured the connector, please refer to our [plugin installation documentation](https://help.moveworks.com/docs/ai-agent-marketplace-installation) for more details on how to install a plugin in Agent Studio.
## **Appendix**
### **API #1: Fetch All Cases for an Account**
```bash
curl --location 'https://<YOUR_INSTANCE>/services/data/vXX.X/query/?q=SELECT+CaseNumber,+Subject,+Status,+Priority,+Type,+IsEscalated,+CreatedDate,+ClosedDate,+Account.Name,+Owner.Name,+Owner.Email+FROM+Case+WHERE+{{filter_query}}' \
--header 'Content-Type: application/json' \
--header 'Authorization: Bearer <ACCESS_TOKEN>'
```
**Query Parameters**
- `{{filter_query}}` – A **dynamic SOQL filter** that changes based on the user’s request.
**1. By Account Name and Date Range**
```bash
Account.Name LIKE '%{{account_name}}%' AND CreatedDate %3E%3D {{start_date}} AND CreatedDate %3C%3D {{end_date}}
```
**2. By Account Name, Owner, and Date Range**
```bash
Account.Name LIKE '%{{account_name}}%' AND Owner.Email='{{owner_email}}' AND CreatedDate %3E%3D {{start_date}} AND CreatedDate %3C%3D {{end_date}}
```
**Query Parameters:**
- `{{account_name}}` – Name of the account to filter cases.
- `{{owner_email}}` – Email of the case owner.
- `{{start_date}}` – Start date for filtering cases.
- `{{end_date}}` – End date for filtering cases.
**Note:** This allows a **single API** to handle both account-level and owner-level case queries dynamically.