Case Summary by Now Assist option not appearing on CSM Configurable Workspace.

[MdZakeerH]

Hi Community,

 I am  encountering an issue with the now assist case summarization feature on CSM configurable Workspace.

I have activated the required skills and confirmed that it's working as expected in the fulfiller view. However, the case summary by now assist option does not appear in the CSM workspace.

Has anyone experienced this before? are there any additional configurations or workspace-specific settings require to enable it in the workspace view.

Any guidance would be greatly apricated.

Thanks & Regards,

Zakeer

[PrithviK]

Check if the NowAssist UI component is configured on your workspace page variant using UI Builder.

[PrithviK]

I faced the same issue because of new page variant created for a case record. Check if your Record page variant has the NowAssist card component configured correctly through UI builder configs.

[Mexiprince]

Confirm that you have the latest version of the workspace and also that you have the record page defaults set.

• The minimum version of the workspace required to support Now Assist for CSM features:

  • CSM and FSM Configurable Workspace Foundation (sn_cwf_wrkspc): 24.2.1.

  • CSM Configurable Workspace (sn_csm_wrkspc): 24.2.0.

For earlier versions, go to Application Manager to upgrade it to a later version

1. Set the CSM default record page and CSM Interaction record page as the default pages in UI Builder.

   A record page provides the base structure for how a record is displayed in CSM Configurable Workspace. When the system displays information in CSM Configurable Workspace, such as the case records and interactions, it uses the pages that have been set as the default record pages.

   Setting these record pages as the default pages also enables the generative AI icon and banner in CSM Configurable Workspace.

   Setting a page as the default page includes activating the page and setting the order value. For more information, see Set record page order.

   https://www.servicenow.com/docs/bundle/yokohama-customer-service-management/page/product/customer-se...

   https://www.servicenow.com/docs/bundle/yokohama-customer-service-management/page/product/customer-se...

[MdZakeerH]

Thank you @Mexiprince , I followed the above step and it worked for the OOB table (sn_customerservice_case) in workspace view, but i also want to show this option for the custom table which extends Case table in CSM scope. However it is working for custom table in fulfiller view but not in workspace view.

Are there any additional configurations require for custom table to enable case summarization in the workspace view.