Summarize an engagement using Now Assist for Telecommunications, Media and Technology (TMT)

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 2 Minuten Lesedauer

    • Generate a summary from the fields you select on the engagement record. Get up to speed on success initiatives, outcomes, risks, and internal plays associated with an engagement.

    Vorbereitungen

    Role required: admin

    Warum und wann dieser Vorgang ausgeführt wird

    The engagement summary skill provides you with a concise summary of all activities and key points of information associated with an engagement. With this skill, you can do the following tasks:
    • Generate an initial summary of the engagement so that you can understand the context.
    • Summarize all the work associated with an engagement.
    The engagement summarization skill is available in CSM/FSM Configurable Workspace and in Core UI.
    • In CSM/FSM Configurable Workspace, you use the Engagement 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 engagement record to generate a summary.
    The engagement summarization skill checks the engagement record to determine if there is enough information available to create a summary:
    • When an agent opens the engagement record
    • When an agent refreshes the engagement record page
    If there is enough data, the Engagement summary component displays the Summarize button. If there is not enough data, the component displays a message in place of the button.
    Hinweis:
    The engagement summarization skill requires a minimum 50 words in the record to generate the summary.

    Prozedur

    1. Navigate to Workspaces > CSM/FSM Configurable Workspace > Lists > All Engagements.
    2. Open an engagement.
    3. In the Engagement summary by Now Assist component, select Summarize.
      The Engagement 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.
      Hinweis:
      Generating and displaying the summary may take several seconds.
    4. Wahlweise: 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.).