Prompt customisation for case summarisation

[Snowman15]

Does anyone know how to customise the Case Summarisation prompt so that it works for all case states (New, WIP, and Resolved)?

Is it sufficient to clone, customise, finalise, and publish a single prompt, or do I need to clone, finalise, and publish three separate prompts, one for each case state?

Has anyone done this before, or knows how to configure a single customised prompt to work across all case states (New, WIP, and Resolved)?

Thanks!

[jcmings]

If you go to Now Assist Admin (may be called AI Admin Hub on your instance), go to the Now Assist Skills (may be called AI Skills) tab, and locate your skill, you should be able to define its availability:

The screenshots below are for Incident summarization but the process is the same for Case. (You can find the Case summarization skill via the sidebar: Customer > CSM.)

You shouldn't need to modify any prompts. If you did want to get a more specific summarization, clone the OOTB skill, make your modifications (accept state as an input, and use it dynamically in the prompt like {{state}}), and then finalize + publish. You'd only need one skill and one prompt to manage this.

[Snowman15]

Hi @jcmings thanks for this. In my case, is a bit different. I tried to customise the prompt and it appears it only works for cases in "new" state, where I get different outcome, while for states in "wip" and "resolved" it still uses the oob prompt for some reason. That's the reason why I was asking if I only need a single prompt or one for each state.

[jcmings]

Ah, gotcha. I just took another look at the skill itself (which is called Case summarization (Supporting skill: Record Summarization) in my instance) and was surprised to see that there is a number of published prompts tied to different usage conditions. For that reason, I guess you would need to modify multiple prompts.