Case summarization unavailable in CSM workspace

saikrishna00804 · ‎12-19-2024

Hi,
We have enable Case summarization skill in our dev environment.
After activation, the feature is available in native UI. However, it is not available in CSM workspace.

Did anyone of you run into this issue?

Thanks in advance!

Dr Atul G- LNG · ‎12-19-2024

Hi @saikrishna00804

Access to case summarization can be granted to HCLS users by either of the following roles:

sn_customerservice_agent
sn_customerservice.consumer_agent

https://www.servicenow.com/docs/bundle/xanadu-healthcare-life-sciences/page/product/healthcare-life-...

*************************************************************************************************************
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]

****************************************************************************************************************

saikrishna00804 · ‎12-19-2024

Hi,

I've provided the users with that role, however, it is still unavailable

Dr Atul G- LNG · ‎12-19-2024

Try to logout n login and cache.do

*************************************************************************************************************
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]

****************************************************************************************************************

saikrishna00804 · ‎12-19-2024

Still doesn't work!