Summarize a case by using Now Assist for Customer Service Management (CSM)

Customer Service Management > <a class="link" href="../../../product/customer-service-management/concept/now-assist-csm.html" title="Use the ServiceNow Now Assist for Customer Service Management (CSM) application to summarize the case information, generate the case resolution notes, and summarize the chat for an interaction. You can enable your agents to understand the chat and case context so that they can propose quicker resolutions to your customers.">Now Assist for Customer Service Management (CSM) >

Generate a summary from the fields that you selected on the case record and quickly understand the case context by using the case summarization skill in the Now Assist for Customer Service Management (CSM) application.

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent

The case summarization skill provides you with a concise summary of a customer service case, including the issue, actions taken, and resolution details. With this skill, you can do the following tasks: Generate an initial summary of a case so that you can understand the case context. Summarize all the work that has been done on a case.

The case summarization skill is available in CSM Configurable Workspace and in Core UI . In CSM Configurable Workspace , you use the Case summary by Now Assist component to generate a summary. This component appears above the activity stream. Note: You can also generate a case summary on demand from the Now Assist panel. For more information, see Record summarization . In Core UI , you select the Summarize button on the case record to generate a summary.

The case summarization skill checks the case record to determine if there is enough information available to create a summary: When an agent opens the case record. When an agent refreshes the case record page If there is enough data, the Case summary component displays the Summarize button. If there is not enough data, the component displays a message in place of the button.

In CSM Configurable Workspace , open a customer service case. In the Case summary by Now Assist component, select Summarize . The Case summary by Now Assist component appears above the activity stream. The component is collapsed by default and expands to display the summary. For longer summaries that don't fit in the window, select View more and use the scroll bar to view the rest of the content. Note: Generating and displaying the summary may take several seconds. Figure 1. Case record with case summary Optional: When you're finished summarizing a case, you can add it to the case work notes, expand or collapse it, provide feedback, copy it, or view information about it. Option Procedure Save the summary information by adding it to the case work notes Select Share as Work notes . In the Share Case summary as Work notes dialog box, edit the summary. Select Save to Work notes .

Expand or collapse the summary Select the expand card icon ( ) or the collapse card icon ( ) to see more details or fewer summary details. Provide feedback for the summary If you think that the summary was helpful, select the helpful icon ( ). If you think that the summary wasn’t helpful, select the not helpful icon ( ). This feedback improves the generative AI model and can help to improve the future versions of this skill. The system gathers the feedback on each generated summary and stores it in the generative AI logs (sys_generative_ai_log_list.do).

Copy the case summary Select the copy to clipboard icon ( ) to use the case summary information for another purpose, such as pasting into an email. View the information about the case summary If you want to check some details about the summary, select the more info icon ( ). Parent Topic: Using Now Assist for Customer Service Management (CSM)