Summarize a case

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

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.

Generating a case summary

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

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.

Note: 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

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.