Summarize a touchpoint using Now Assist for Telecommunications, Media and Technology (TMT)

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 2 min. de leitura

    • Generate a summary from the fields you select on the touchpoint record. Get a quick summary of all the meetings and emails exchanged between different stakeholders and any follow up activities.

    Antes de Iniciar

    Role required: sn_acct_lc.agent

    Por Que e Quando Desempenhar Esta Tarefa

    The touchpoint summary skill provides you with a concise summary of the different touchpoints in the engagement lifecycle. With this skill you can do the following tasks:

    • Generate an initial summary of the touchpoint so that you can understand the context.
    • Summarize all the work associated with a touchpoint.
    The touchpoint summarization skill is available in CSM/FSM Configurable Workspace and in Core UI.
    • In CSM/FSM Configurable Workspace, you use the Touchpoint summary by Now Assist component to generate a summary. This component appears above the Account details card.
    • In Core UI, you select the Summarize button on the touchpoint record to generate a summary.
    Nota:
    The touchpoint summarization skill must be active. If it isn’t active, summaries are generated using the out of the box case summarization skill.
    The engagement summarization skill checks the touchpoint record to determine if there is enough information available to create a summary:
    • When an agent opens the touchpoint record
    • When an agent refreshes the touchpoint record page
    If there is enough data, the Touchpoint summary component displays the Summarize button. If there is not enough data, the component displays a message in place of the button.
    Nota:
    The touchpoint summarization skill requires a minimum 50 words in the record to generate the summary.

    Procedimento

    1. Navigate to Workspaces > CSM/FSM Configurable Workspace > Lists > All Touchpoints.
    2. Open an touchpoint.
    3. In the Touchpoint summary by Now Assist component, select Summarize.
      The Touchpoint summary by Now Assist component appears above the Account details card. 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.
      Nota:
      Generating and displaying the summary may take several seconds.
    4. Opcional: After you're finished summarizing an engagement, manage the results.
      OptionProcedure
      View more or less summary details
      • To see more details summary details, select the View more icon (Expand card icon.).
      • To see fewer summary details, select the View less icon (Collapse card icon.).
      Provide feedback for the summary
      • If you think that the summary was helpful, select the helpful icon (Helpful icon.).
      • If you think that the summary wasn’t helpful, select the not helpful icon (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 summary Select the copy to clipboard icon (Copy to clipboard icon.) to use the summary information for another purpose, such as pasting into an email.
      View the information about the summary To check some details about the summary, select the more info icon (More info icon.).