Help agents quickly get up to speed with case context and history through intelligent summaries
Case Summarization is a generative AI skill that produces a concise summary of a customer service case. It synthesizes key details such as the issue, steps taken, and outcome from the case record. This allows agents to understand the full context efficiently without reading the entire activity feed.
It’s especially valuable during escalations, handoffs, or when returning to older cases.
Key Capabilities
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Click-to-generate summaries
Agents can trigger summaries with a single button in the CSM Configurable Workspace or Now Assist Panel. -
Integrated directly into the workspace
The summary appears inline, with options to copy, provide feedback, or save to the record. -
Feedback-enabled generation
Agents can rate the summary to improve future output quality via thumbs-up or thumbs-down actions. -
Summaries include issue, steps taken, and resolution
Out of the box it draws content from activity stream (work notes, comments) and relevant case fields (description, short description and state)
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Admins can duplicate the skill to tailor it for extended table inputs, such as Case Types
Implementation
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Activate the Now Assist for CSM plugin.
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Enable the Case Summarization skill using the Admin Console under the Customer workflow.
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Configure availability by role and context (e.g., case state or priority).
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Ensure the workspace UI action is active for the summarize button to appear. Do some testing and then expand to other Case Types.
- Use Case Summarization skill
- Platform Record summarization skill.
Key Best Practices
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Although technically there is no minimum character count, include at least 200 words of context in the case to enable high-quality summaries.
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Train agents to review and validate summaries before copying to work notes or resolving cases.
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Use skill cloning to remove unnecessary sections (e.g., SLA) if needed and further customize through Now Assist Skill Kit.
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Monitor agent feedback to improve knowledge and field completeness via Now Assist Analytics.
Formal Learning
Now Learning: Now Assist for CSM Essentials Path
Measured Success and Outcomes
|
Outcome |
Value to Agents |
Key Metric |
|---|---|---|
|
Faster onboarding |
Reduces time to understand complex or escalated cases |
Time to summary per case |
|
Consistent handoffs |
Ensures clarity when cases change ownership |
% of cases summarized |
|
Better agent experience |
Reduces manual effort to scan long activity streams |
Agent time saved per case |
|
Quality monitoring |
Helps managers audit summaries via feedback history |
Feedback scores (positive vs negative) |
Frequently Asked Questions
Where does the summary appear?
In the CSM Configurable Workspace, above the activity stream when the “Summarize” button is clicked or through Now Assist Panel either by indicating a specific record or by having a case opened in the left side of the screen for context.
Can summaries be edited?
Not directly, but agents can copy the summary into work notes or comments and make changes there.
Does the feature require UI customization?
No, the button and panel are available out of the box once the skill is enabled. You can customize if needed through UI Builder.
Do duplicate skills persist after upgrades?
Yes. When using a cloned version of the skill, custom logic will carry over to future releases. If its been further customized these may not so please do further testing. We recommend using Now Assist Skill Kit for this.
