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01-05-2026 09:54 PM
Hello,
I want to use Now Assist to summarize cases.
So I cloned the OOTB "Case summarization" skill and configured it to output using my intended template.
When a customer asks a question in an activity, I want that question to be output in the summary.
However, questions from agents are also being output.
In other words, it seems unable to distinguish between agents and customers.
Could you please advise on how this distinction can be made?
Solved! Go to Solution.
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2 weeks ago
In conclusion, it was not possible to achieve this by cloning the OOTB skill and modifying the prompt.
Therefore, we created a custom skill and achieved it by querying the sys_journal_field table within a script include.
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01-05-2026 11:14 PM
hello @Saeka ,
What do you want like execution in now assist panel or incident form .
just provide clear use case according that I will suggest answer.
regards,
Umesh.
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2 weeks ago
In conclusion, it was not possible to achieve this by cloning the OOTB skill and modifying the prompt.
Therefore, we created a custom skill and achieved it by querying the sys_journal_field table within a script include.
