Customer Summarization not available in Production – CSM Case Insights

[RohitD027682673]

Hi Community,

I am facing an issue with Customer Summarization in Now Assist for Customer Service Management (CSM).

Customer Summarization is expected to provide a quick overview of the customer's support history directly within the Case Insights section of a case in the CSM Workspace.

I have configured the feature in Dev, Test, and Production using the same configuration. However:

• Dev: Working as expected – both Case and Customer Summarization are available under Case Insights.
• Test: Working as expected – both Case and Customer Summarization are available under Case Insights.
• Production: Customer Summarization is not available. I only see the case summary.

One difference I noticed is the UI displayed in the three environments:

• Dev/Test: The skill appears as Case/Customer Summarization and is displayed under Case Insights.
• Production: It appears as “Now Assist can summarize this case”, and the Customer Summary section is missing.

The Now Assist version is the same in Production as in Dev/Test, and the configuration appears to be identical.

Has anyone experienced this behavior or can suggest what configuration or dependency I should check in Production?

Specifically, I would appreciate guidance on whether I should verify any of the following:

1. Any plugin/application dependencies specific to Customer Summarization.
2. Any system properties or feature flags that could cause Production to show the older “Now Assist can summarize this case” component instead of Case Insights.
3. Any cache/configuration that needs to be refreshed after enabling the skill.

I have attached screenshots for reference showing the difference between Dev/Test and Production.

Any suggestions on how to troubleshoot or rectify this issue would be greatly appreciated.

Thank you!

[VJ_Srivastava]

Hello @RohitD027682673,

From an architectural and environment management perspective, this issue highlights the complexities of deploying Generative AI capabilities across an enterprise pipeline. When AI features render differently in Production than they do in lower environments, it almost universally points to decoupled dependency management.

ServiceNow's Now Assist architecture relies on a combination of core platform plugins, frequent Store App updates, and dynamic UI Builder variants. Traditional update sets often fail to capture all of these interconnected pieces—especially if a Store App was manually upgraded in Dev/Test but omitted from the Production deployment runbook.

To resolve this and prevent future occurrences, I strongly recommend auditing your deployment pipeline. Ensure that your release management process includes a strict synchronization check for Store App versions before any UI changes are promoted. Standardizing your environment synchronization will prevent this kind of configuration drift and ensure your GenAI investments actually reach your production users as intended.

[NehaG8791370651]

Hi @RohitD027682673,

This is a classic symptom of configuration drift or a UI Builder variant mismatch between your instances. Because Production is rendering the older text ("Now Assist can summarize this case") instead of the newer "Case Insights" component, the platform is falling back to a legacy UI element.

Here is exactly what you should verify to track down the discrepancy:

• Store App Versions: Now Assist features are heavily driven by ServiceNow Store updates, not just family releases. Navigate to System Applications > All Available Applications > All and verify that the exact version of the Now Assist for CSM and Now Assist Components applications in Production perfectly match Dev and Test. A minor patch difference can cause the newer UI components to hide.

• UI Builder Page Variants: Open UI Builder for the CSM Configurable Workspace. Check the Record page variants. It is highly likely that an older page variant is active in Production with a higher order/priority, or the specific variant containing the new "Case Insights" component was not captured in your update set/application deployment.

• Skill Activation & Caching: Double-check the Now Assist Admin console in Production to ensure the Customer Summarization skill is explicitly toggled on and assigned to the correct user roles. Once confirmed, run a cache.do in Production. UI Builder heavily caches components, and sometimes new AI components require a hard flush to render after deployment.