--- sourceDocument: Australia Employee Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/employee-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Summarize an HR case # Summarize an HR case using ServiceNow Otto for HRSD {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Quickly understand the case context and respond to inquiries by using the case summarization skill. ## Before you begin [Configure ServiceNow Otto for HR Service Delivery (HRSD)](https://servicenow-prod.fluidtopics.net/SG~vXzoZTU9VFeKv6CZglA "If you have the admin role, you can configure the ServiceNow Otto for HR Service Delivery (HRSD) application so that your agents can use the generative AI capabilities in Agent Workspace for HR Case Management and Core UI."). Role required: sn_hr_core.case_writer ## About this task You can use the case summarization skill in either Core UI or Agent Workspace for HR Case Management. * In Core UI, the summary appears in a banner in the case record. * In Agent Workspace for HR Case Management, the summary is generated in the Details tab. {#now-assist-hrsd-summarize-case__ul_dzf_mf4_fyb} Important: This generative AI skill is turned on by default. The skill will be automatically available to appropriate role users for the application. For more information, see [AI agents, skills, and agentic workflows on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). You can make a copy of this skill to configure it to meet your business needs. For more information, see [Make a copy of AI skill](https://www.servicenow.com/docs/access?context=make-a-copy-of-a-now-assist-skill&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). ## Procedure 1. Navigate to Agent Workspace for HRSD. 2. In Workspace, open an HR case that is assigned to you. 3. Select Summarize. 4. Review the summary details. A concise summary of a case, including the issue, actions taken, SLA, attachments, and resolution information appears. The information that is displayed is based on the state of the case: * Draft or Ready: Issue * Work in progress: Issue and Actions taken * Awaiting acceptance, Awaiting approval, Closed complete, or Closed incomplete: Issue, Actions taken, and Resolution * Canceled or Suspended: Summary isn't visible {#now-assist-hrsd-summarize-case__ul_tst_ky4_wyb} 5. **Optional:** When you finish summarizing a case, you can add it to the 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 | 1. Select Share. 2. In the Share to work notes dialog box, edit the summary. 3. Select Save to Work notes. {#now-assist-hrsd-summarize-case__ol_trg_4yf_xyb} | | Expand or collapse the summary | Select the Show more or Show less button to see more or fewer summary details. | | 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. | | Copy the case summary | Select the copy icon (![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 (![More info icon.]()). | |-|-| {#now-assist-hrsd-summarize-case__choicetable_md1_nyf_xyb} {#now-assist-hrsd-summarize-case__steps_qwj_n2f_vyb} **Related concepts** * [ServiceNow Otto for HR Service Delivery (HRSD) integration with Enterprise Service Management Integrations Framework](https://servicenow-prod.fluidtopics.net/hBCsGdVQHouc38LVwPj_fQ "Enable employees to complete actions in third-party Human Capital Management (HCM) systems with ServiceNow Otto Virtual Agent topics in Employee Center.") **Related tasks** * [Summarize a chat conversation using ServiceNow Otto for HR Service Delivery (HRSD)](https://servicenow-prod.fluidtopics.net/Udwe~9PxNj5mffiKfFO4WA "Summarize a Virtual Agent chat history in the ServiceNow Otto for HR Service Delivery (HRSD) application. 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