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

[Ankur Bawiskar]

@MdZakeerH @Mexiprince 

Would you mind sharing detailed steps on how to create summarization skill on custom table?

We would like to have it for alm_asset table and summarize work notes.

This is for some other OOTB workspace.

Also we noticed that there is no separate plugin for activating Summarization for Asset table and the OOTB workspace which we are using doesn't have the component "ai_summary_card_1" which is responsible to show the option in workspace.

how to handle that?

[Mexiprince]

Steps:

• Navigate to All > Now Assist Admin > Features to access the Now Assist Features tab of the Now Assist Admin console.
• In the Customer workflow group, view the skills for the Now Assist for CSM features.
• Activate and copy the Now Assist for CSM feature case summarization skill for customization
• Select your copy and edit its details based on the requirement.
• Name, description, input data and table, availability, prompt
• Review and Active.

Check these KB:

Customize a case summarization skill in Now Assist for Customer Service Management (CSM)https://www.servicenow.com/docs/csh?topicname=customize-a-now-assist-for-csm-skill.html&version=late...

Customize a summarization skill in Now Assist for Legal Service Delivery (LSD)

https://www.servicenow.com/docs/csh?topicname=now-assist-lsd-customize-skill.html&version=latest

Customize a case summarization skill in Now Assist for TMT

https://www.servicenow.com/docs/csh?topicname=now-assist-tmt-customize.html&version=latest

[PedroMigueG8564]

This worked for me, thanks!

[Mexiprince]

Well try this out:

To enable Now Assist summarization for a custom table in CSM's configurable workspace, you'll need to configure the Now Assist skill configuration. This involves setting up the correct table and field mappings within the sn_nowassist_skill_config_var_set table, specifically for the "Summarization" related records. [1, 2]

Here's a step-by-step breakdown:

1. Identify the relevant records: Navigate to the sn_nowassist_skill_config_var_set table and locate the summarization records associated with your custom table. [1, 2]
2. Open the appropriate record: Open the specific record that handles summarization for your custom table's records. [2]
3. Configure the conditions: In the record's "Condition" setting, define the criteria that trigger summarization for your custom table. This could involve specific field values, record types, or other relevant conditions. [2]
4. Set the variable values: Within the variable section, specify the variables that should be included in the summary. This might include fields like short description, description, work notes, and any other relevant fields from your custom table. [2, 3]
5. Save the changes: Once you've configured the conditions and variable values, save the changes to the sn_nowassist_skill_config_var_set record. [2]
6. Test the summarization: Open a record in your custom table within the CSM workspace and verify that the summarization feature functions as expected, displaying a summary based on the configured fields. [3, 4]

AI responses may include mistakes.

[1] https://www.servicenow.com/community/now-assist-articles/now-assist-for-csm-handling-custom-scenario...

[2] https://noderegister.service-now.com/kb?id=kb_article_view&sysparm_article=KB1641107

[3] https://www.servicenow.com/docs/bundle/washingtondc-healthcare-life-sciences/page/product/healthcare...

[4] https://servicenow-prod.zoominsoftware.io/docs/bundle/vancouver-customer-service-management/page/pro...

Similar to this community post responses: https://www.servicenow.com/community/developer-forum/now-assist-case-summaization-in-custom-tables/m...

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

[MdZakeerH]

Hi @Mexiprince ,

Thank you for the valuable information you provided. However, I have already configured the skills for the custom table in the Now Assist Admin Console. It is working as expected in native view but the case summarization option is not appearing on CSM Workspace view.