---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Summarize a case

# Summarize a case {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Enable your agents to summarize the case details and to display this information on the case record by using the Now Assist for CSM case summarization skill.

## Overview {#case-summarization-in-process-page__section_psf_zkm_bzb}

The case summarization skill helps agents to come up to speed quickly on customer service cases. With this skill, agents can:

* Quickly generate the summaries of the customer service cases to understand the case context.
* Provide a summary of the actions taken and the resolution details.
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## Generating a case summary {#case-summarization-in-process-page__section_yps_glm_bzb}

Agents can use the case summarization skill to generate a case summary that includes information from the following case record fields:

* Short description
* Description
* Priority
* State
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The summary also includes information from the case activity stream. Agents generate a case summary by using the Case summary by Now Assist component on the case record in CSM Configurable Workspace.  
Nota:  
The case summary component appears below the playbook activity picker in the side panel in the process-based pages and it appears above the activity stream in the CSM default record page.

## Case summary by Now Assist component {#case-summarization-in-process-page__section_ps4_fmm_bzb}

In CSM Configurable Workspace, agents use the Case summary by Now Assist component to generate a summary. The case summary component is collapsed by default. When an agent generates a case summary by selecting Summarize, the component expands to display the summary information, including a description of the issue, the actions taken, and the next steps. For longer summaries, select View more and use the scroll bar to view the content. After generating a summary, the agent can:

* Review the summary information and edit as needed.
* Provide feedback on the generated summary.
* Add the summary information to the case work notes.
* Copy the summary information to the clipboard.
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