Configure special handling notes summarization in Now Assist for Customer Service Management (CSM)

  • Release version: Australia
  • Updated May 21, 2026
  • 2 minutes to read

    • Activate the Special Handling Notes summarization skill to enable Now Assist for CSM to generate concise summaries of special handling notes on the Case Insights section.

    Before you begin

    • The Now Assist for Customer Service Management (CSM) plugin is activated in your instance.
    • A valid Now Assist license is applied to your instance.

    Role required: admin.

    About this task

    The Special Handling Notes summarization skill uses generative AI to condense lengthy or multiple special handling notes on a customer into a brief, actionable summary. When activated, agents can view this summary directly on the Case Insights section, which helps agents understand customer-specific handling requirements before engaging with a customer.

    Procedure

    1. Navigate to Admin > Now Assist admin > Skills.
    2. Select the Customer workflow and CSM as the product.
    3. Search for the Special handling notes summarization skill.
    4. Select Turn on.
      The Turn on Special Handling notes panel opens.
    5. Configure user access.

      In the Add user access section, specify the individuals or groups that can use this skill. ACLs (access control lists) identify the users permitted to access the skill.

      1. Review the Decision type column.
        The value is set to Allow if by default.
      2. Review the Roles column.

        By default, the following roles are assigned:

        • sn_customerservice.consumer_agent
        • sn_customerservice_agent
      3. To edit the roles, select the pencil icon at the end of the row and update the role assignments as needed.
    6. Set role restrictions for the skill.

      In the Role restrictions to skill section, define which data and resources (for example, tables and APIs) the skill can access when invoked. These restrictions apply whenever the skill is triggered.

      1. Review the roles listed under Roles.

        By default, the following roles are populated:

        • sn_customerservice_agent
        • sn_customerservice.consumer_agent
      2. Add or remove roles as required by your instance data access policy.
    7. Select Turn on to activate the Special handling notes summarization skill.

    Result

    The Special Handling Notes summarization skill is activated. Agents working in the CSM Configurable Workspace can view AI-generated summaries of special handling notes on the Case Insights section, which supports more consistent customer interactions. Role restrictions control which users and data resources the skill can access.

    What to do next

    After activating the skill, complete the following tasks:

    • Test the summarization output on a sample record that contains multiple or lengthy special handling notes.
    • Notify CSM agents that the feature is available and direct them to the Case Insights section to review summaries.
    • Monitor Now Assist usage analytics to track adoption of the skill.
    • To customize the skill, go to Now Assist Skill Kit and open the skill and create custom prompts. For more info, see Create a prompt