---
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


---

# Configure the workplace case summarization skill

# Configure the workplace case summarization skill {#ariaid-title1}

Release version: Australia  
Updated July 28, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
As an admin, customize the workplace case summarization skill to include additional fields for the case summary.

## Before you begin

Role required: admin

## Procedure

1. Navigate to AllNow Assist AdminSkills.
2. On the ServiceNow Otto Skills tab, select Employee, and select WSD.
3. Create a copy of the Workplace Case Summarization skill for customization.
4. From the context menu of the newly created skill, select Edit.
5. Edit any of the following sections based on your requirement.

   | Section | Description |
   | General details | Edit basic information about the skill like the name, workflow, large language model (LLM), and skill template. |
   | Choose input | Select the fields to be included as an input for the summarization skill. For example, you can add the start and end time fields as an input to the summary. You can customize inputs for every state of the case like new, work in progress, or resolved. For more information about customizing the input fields, see [Configure case or incident summarization in the AI Admin Hub console](https://www.servicenow.com/docs/access?context=configure-case-or-incident-summarization-in-the-now-assist-admin-console&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). |
   | Customize prompt | Add or remove sections that are included in the generated summary. You can customize the prompts for every state of the case like New, Work in progress, or Resolved. For more information about customizing the prompt output, see [Configure case or incident summarization in the AI Admin Hub console](https://www.servicenow.com/docs/access?context=configure-case-or-incident-summarization-in-the-now-assist-admin-console&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). |
   | Role attribution | Select the table, fields for the requester and fulfiller, and fulfiller roles for the skill. |
   | Define availability | Customize whether the skill is available by default, or only available based on the configured conditions. For more information about the availability, see [Activate an AI skill](https://www.servicenow.com/docs/access?context=configure-a-now-assist-skill&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). |
   | Define access | Add roles to provide the access required to summarize a case. For example, <kbd class="ph userinput">sn_wsd_core.workplace_manager</kbd>. |
   | Select display | Configure where the case summarization feature is displayed. For more information about configuring the display, see [Activate an AI skill](https://www.servicenow.com/docs/access?context=configure-a-now-assist-skill&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). |
   |-|-|

   {#customize-workplace-summarization__choicetable_nxz_ynt_33c}
6. After you make your changes, select Exit.

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