Case summarization using Now Assist

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

    • Generate a case summary and quickly understand the case context by using the case summarization skill in Now Assist.

    The Healthcare and Life Sciences Service Management Core application leverages the generative AI capabilities of Now Assist from Customer Service Management to provide case summarization within Workspace.

    Case summarization provides you with a concise summary of any type of HCLS case which includes the case issue, actions taken, and resolution details. This skill allows you to do the following:
    • Generate an initial summary of a case so that you can understand the case context.
    • Summarize all the work that has been done on a case.
    Access to case summarization can be granted to HCLS users by either of the following roles:
    • sn_customerservice_agent
    • sn_customerservice.consumer_agent

    Now Assist can be configured for any type of HCLS case.

    Using case summarization in HCLS

    The Now Assist panel in Workspace prior to generating a summary.

    The case summary panel is displayed on the Overview tab.

    Click Summarize to generate a summary based on the following field inputs:
    • Short description
    • Description
    • Work notes
    • Additional comments

    The Now Assist case summarization summary panel after generating a summary.

    The summary displays in the case summary panel once generated. Users can give feedback and share the summary to their work notes.
    Note:
    UI Builder can be used to configure the placement of the Case Summary panel within the HCLS case form. For more information, see Configure UI Builder workspace experiences.

    For more information on using this capability, see Summarize a case by using Now Assist for Customer Service Management (CSM).

    For information on how to configure Now Assist to use the case summarixation skill, see Configuring Now Assist for Customer Service Management (CSM).