Universal Containers has seen a high adoption rate of a new feature that uses generative AI to populate a summary field of a custom object…

Access to generative AI features within the Salesforce platform is controlled at the user level, primarily through permission sets. The "Generative AI User" permission set is the standard mechanism for granting users the ability to see and interact with generative AI components, such as the icon next to an AI-enabled field. Since all sales users share the same profile, a difference in functionality for a single user points directly to a missing permission set assignment. The absence of the "Generative AI User" permission set for that specific user would prevent their user interface from rendering the generative AI icon and associated features.

A. The user does not have the Prompt Template User permission set assigned.

This permission grants the ability to use existing prompt templates, but the fundamental access to see and use the generative AI feature itself is controlled by the "Generative AI User" permission.

B. The prompt template associated with the summary field is not activated for that user.

Prompt template activation is a global setting for the template itself, not a per-user configuration. If the template were inactive, the feature would be unavailable to all users, not just one.

1. Salesforce Help Documentation

"Give Users Access to Einstein Generative AI Features": This document explicitly states the primary requirement for user access. "To give users access to Einstein generative AI features

assign them the Einstein Generative AI User permission set. This permission set also includes system permissions that let users run prompt templates..." This confirms that the "Generative AI User" permission is the foundational access control. (Salesforce Help

Article 000393215).

2. Salesforce Help Documentation

"Set Up Einstein Generative AI for Sales": In the setup checklist for enabling features like Sales Emails and Call Summaries

a mandatory step is to "Assign the Einstein Generative AI User permission set to your sales reps." This reinforces that this specific permission set is the key to enabling the functionality for end-users. (Salesforce Help

Article 000392459).

3. Salesforce Help Documentation

"Prompt Builder Permissions": This document details permissions for managing and using prompt templates. It clarifies that while permissions like "Prompt Template User" are needed to execute templates

the core access to the underlying AI service is governed separately

consistent with the "Generative AI User" permission's role. (Salesforce Help

Article 000392463).