Summarize the linked records 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 comprehensive summary of the service problem case records that you have linked on the Alternative Dispute Resolution (ADR) case. Quickly understand case details linked to a customer complaint using the comprehensive summary of linked records skill in the Now Assist for TMT application.

    Antes de Iniciar

    Role required: sn_telco_adr_mgmt.manager

    Por Que e Quando Desempenhar Esta Tarefa

    The comprehensive summary of linked records skill provides you with a summary of the service problem cases that are linked to the customer dispute. You can use this skill to generate the Key findings field information in the Investigate stage in the ADR case creation.

    The service problem case summarization skill is available in CSM/FSM Configurable Workspace. In CSM/FSM Configurable Workspace, you can use the ADR Complaint summary by Now Assist component to generate a summary. This component appears on the Analyze linked facts card in the Investigate stage of the ADR case record.

    Procedimento

    1. Navigate to Workspaces > CSM/FSM Configurable Workspace > Lists > Alternative Dispute Resolution > All.
    2. Open the ADR case record that you’re working on.
    3. Select Investigate stage.
    4. On the Analyze linked facts activity, in the ADR Complaint summary by Now Assists component, select Summarize.
      The ADR Complaint summary by Now Assists component appears and generates the summary.
      Nota:
      Generating and displaying the summary may take several seconds.
    5. Opcional: After you're finished summarizing the key findings, 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 comprehensive 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 case summary Select the copy to clipboard icon (Copy to clipboard icon.) to use the comprehensive summary information for another purpose, such as pasting into an email.
      View the information about the case summary To check some details about the summary, select the more info icon (More info icon.).
    6. Review the summary, and then select Share to key findings.
    7. Select Save to key findings, to add the summary in the Key findings field.

    O que Fazer Depois

    Complete the remaining steps to execute the ADR case record. To learn more, see Create an Alternative Dispute Resolution case.