Now Assist case summarization configuration

[mwilaby]

Hi! 

A question has come up regarding configuring the case summarization skill. 

(1) Specifically, is it possible to remove one of the sections of the summary - namely the "SLA"?

(2) If is is possible, then will that configuration persist through upgrades?  or will each upgrade require the admin to go through the process of configuring it again to omit the SLA?

Thank you in advance!

[mwilaby]

Thank you!

[kaushal_snow]

Configuring Now Assist's Case Summarization in ServiceNow enhances your team's efficiency by providing concise overviews of case details. Here's a step-by-step guide to set it up:

1. Access the Now Assist Admin Console:

• Navigate to All > Now Assist Admin > Features in your ServiceNow instance.

2. Select the Appropriate Product:

• From the sidebar, choose the product relevant to your needs, such as Customer Service Management (CSM) or Human Resources Service Delivery (HRSD).

3. Configure the Case Summarization Skill:

• Locate the Case Assist card and click View details.
• Within the Case Assist settings, find the Case Summarization skill.
• Click on the skill to access its configuration options.

4. Activate and Customize the Skill:

• Activation: Ensure the skill is activated to enable its functionality.
• Display Settings: Decide where the summarizations will appear by toggling the display options for In-product and Now Assist panel views.
• Input Fields: Review the fields that the summarization will consider. Note that some fields may not be configurable.

5. Save and Apply Changes:

• After configuring the settings to your preference, click Save and continue.
• Review the configurations and click Activate to apply the changes.

By following these steps, you can effectively set up the Case Summarization feature in Now Assist, streamlining case management and improving response times.

Thanks and Regards,

Kaushal Kumar Jha - ServiceNow Developer 

Lets connect on Linkedin: https://www.linkedin.com/in/kaushalkrjha/