Summarize a service problem case using Now Assist for Telecommunications, Media and Technology (TMT)

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 2 min. de leitura

    • Generate a summary from the fields that you selected on the service problem case record. Quickly understand the case context by using the service problem case summarization skill in the Now Assist for TMT application.

    Antes de Iniciar

    Role required: sn_customerservice_agent, sn_customerservice.consumer_agent

    Por Que e Quando Desempenhar Esta Tarefa

    The service problem case summarization skill provides you with a concise summary of a service problem case, including the issue, actions taken, and resolution details. With this skill, you can do the following tasks:
    • Generate an initial summary of a service problem case so that you can understand the service problem case context.
    • Summarize all the work that has been done on a service problem case.
    The service problem case summarization skill is available in CSM/FSM Configurable Workspace and in Core UI.
    • In CSM/FSM Configurable Workspace, you use the Service Problem Case summary by Now Assist component to generate a summary. This component appears below the Case highlights card.
    • In Core UI, you select the Summarize button on the service problem case record to generate a summary.
    The service problem case summarization skill checks the service problem case record to determine if there is enough information available to create a summary:
    • When an agent opens the service problem case record
    • When an agent refreshes the service problem case record page
    If there is enough data, the Service Problem Case summary component displays the Summarize button. If there is not enough data, the component displays a message in place of the button.
    Nota:
    The service problem case summarization skill requires a minimum 50 words in the case record to generate the summary.

    Procedimento

    1. Navigate to Workspaces > CSM/FSM Configurable Workspace > Lists > Service Problem Case.
    2. Open a service problem case.
    3. In the Service Problem Case summary by Now Assist component, select Summarize.
      The Service Problem Case summary by Now Assist component appears below the Case highlights card. The component is collapsed by default and expands to display the summary. For longer summaries that don't fit in the window, select View more and use the scroll bar to view the rest of the content.
      Nota:
      Generating and displaying the summary may take several seconds.
    4. Opcional: After you're finished summarizing a service problem case, manage the results.
      OptionProcedure
      View more or less summary details
      • To see more details summary details, select the View more icon (Expand card icon.).
      • To see fewer summary details, select the View less icon (Collapse card icon.).
      Provide feedback for the summary
      • If you think that the service problem case 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. The system gathers the feedback on each generated summary and stores it in the generative AI logs (sys_generative_ai_log_list.do).
      Copy the case summary Select the copy to clipboard icon (Copy to clipboard icon.) to use the service problem case summary information for another purpose, such as pasting into an email.
      View the information about the case summary To check some details about the summary, select the more info icon (More info icon.).