How to add custom field in Now assist case summerization

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jay97
Tera Contributor

‎05-14-2025 01:05 AM

Hello , 

 

My client wants to use custom fields instead of the standard description field for case summarization. How can we set this up?

 

They are not using oob description field in the case , instated there are using custom field on the description 

 

Please provide the feedback.

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎05-14-2025 01:50 AM

Hi @jay97 

 

You need to create a new custom skill set for this

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

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If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
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Dr Atul G- LNG
Tera Patron
Tera Patron

‎05-14-2025 01:50 AM

Hi @jay97 

 

You need to create a new custom skill set for this

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

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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