Human triage is slow during peak incidents (outages, security events). They want an automated triage + suggested response agent that:
Produces a concise case summary for an agent,
Recommends routing/priority and tags,
Generates a ready-to-send customer reply,
all in real time when a Case is created or updated so agents get immediate, contextual help.
Define Prompt Template is used to register the LLM prompt patterns (Case summary, routing, reply) once, then call the inference operation in runtime flows for every relevant Case event.
