Summarize a case by using Now Assist for HR Service Delivery (HRSD)

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Quickly understand the case context and respond to a requester’s inquiries by using the Case summarization skill in the Now Assist for HR Service Delivery (HRSD) application.

    Before you begin

    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.

    Procedure

    1. Navigate to Agent Workspace for HRSD.
    2. In Workspace, open an HR case that is assigned to you.
    3. Select Summarize
    Note:
    Generating and displaying the summary may take several seconds.
    1. Review the summary details.Summarize option that appears at the top of the case in Workspace.Case summary that is shown in Workspace. It lists the issue and actions taken.

      A concise summary of a case, including the issue, actions taken, 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
    2. 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.
      OptionProcedure
      Save the summary information by adding it to the case work notes
      1. Select Share as Work notes.
      2. In the Share Case summary as Work notes dialog box, edit the summary.
      3. Select Save to Work notes.
      Expand or collapse the summary Select the expand card icon (Expand card icon.) or the collapse card icon (Collapse card icon.) to see more details 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 to clipboard 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.).