--- sourceDocument: Australia Employee Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/employee-service-management Release : - australia ft:locale : - pt-BR ft:publication_title : - Australia Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Summarize an HR case # Summarize an HR case using Now Assist for HRSD {#ariaid-title1} * Versão de lançamento: Australia * * Atualizado 12 de mar. de 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 min. de leitura Quickly understand the case context and respond to inquiries by using the case summarization skill. ## Antes de Iniciar Role required: sn_hr_core.case_writer ## Por Que e Quando Desempenhar Esta Tarefa 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} Importante: This Now Assist skill is turned on by default. The skill will be automatically available to appropriate role users for the application. For more information, see [Now Assist skills, agents, 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 a Now Assist 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). ## Procedimento 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. **Opcional:** 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} **Conceitos relacionados** * [Now Assist for HR Service Delivery (HRSD) integration with Enterprise Service Management Integrations Framework](https://servicenow-prod.fluidtopics.net/NelfQdMRlhDLA3IvsrA2Qg "Enable employees to complete actions in third-party Human Capital Management (HCM) systems with Now Assist Virtual Agent topics in Employee Center.") **Tarefas relacionadas** * [Summarize a chat conversation using Now Assist for HR Service Delivery (HRSD)](https://servicenow-prod.fluidtopics.net/MnDPW9b1gH5Y1m1~8dr1qA "Summarize a Virtual Agent chat history in the Now Assist for HR Service Delivery (HRSD) application. 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For example, an agent can transfer the case to another agent if the case is incorrectly assigned or needs troubleshooting by another agent or assignment group.") * [Use Knowledge Graph in Now Assist for HRSD](https://servicenow-prod.fluidtopics.net/pdegY_OvofQ4TnxPaaQBgQ "Create a personalized knowledge model as a Knowledge Graph schema.") * [Use Now Assist for HR - Galileo Inside to answer HR-related questions](https://servicenow-prod.fluidtopics.net/j~1RZR10hQIgYr9yU_oHcA "Query the Galileo library to generate a response based on articles and research from The Josh Bersin Company.") * [Use the Now Assist panel in HR Agent Workspace](https://servicenow-prod.fluidtopics.net/OqcwPpLdPA6gtZlXvmbzig "Generate chat and case summaries and resolution notes by using the Now Assist panel in Agent Workspace for HR Case Management or Core UI.") * [Submit an HR request with Gen AI Virtual Agent](https://servicenow-prod.fluidtopics.net/_FEof6ZRfqwvEWsJo0JCIQ "Place an HR request using the conversational and streamlined experience offered by Gen AI Virtual Agent.") * [Analyze sentiments in Now Assist for HR Service Delivery (HRSD)](https://servicenow-prod.fluidtopics.net/8zGsrDhg_eOveL1LYGFJxw "Agents can prioritize cases based on requester sentiment and the reasoning behind it in the Now Assist for HR Service Delivery (HRSD) application.")