Overview :
The Case Digests feature enables organizations to share timely updates and resolution details for high-priority customer service cases with both customers and internal stakeholders.
It ensures transparency, improves communication, and provides a structured way to document case progress and outcomes.
What is a Case Digest?
The Case Digests feature supports two types of case communications:
- Case Action Summary
While a case is in progress, agents can send periodic updates describing actions taken, next steps, and other relevant information. - Post Case Review (PCR)
Once the case is resolved, agents can publish a post-case review document that captures important details such as the root cause, mitigation steps, and preventive actions.
Document Template :
The Document Template is a powerful feature of the ServiceNow platform. It allows you to create HTML or PDF templates that can be used to generate standardized documents, such as reports, letters, or review documents.
Using document templates helps:
- Automate document creation
- Maintain consistent formatting and branding
- Simplify the process of filling, reviewing, and sharing documents
Post Case Review Document Template Configuration
To apply branding elements such as headers and footers to the Post Case Review document, follow the steps below:
- Navigate to:
Case Digest → Administration → Document Templates - Open the Post Case Review (PCR) Document Template.
Adding Headers, Footers, and Branding:
Within the PCR document template
- You can add a header image (for example, a company logo).
- The header image position can be fixed to ensure consistent placement across all generated documents.
- You can also configure a footer, which may include text such as confidentiality notices, page numbers, or company details.
- The Body section supports HTML, allowing you to:
- Add custom formatting
- Apply CSS styles
- Enhance the overall look and feel of the document
- Based on client requirements, you can fully customize the document branding using HTML and CSS within the template.
