Hi all,
When we customize the case summarization skill, how can you incorporate variables that exist?
The use case:
We have record producer variables that are stored on the case when it is created. We want to use those variables and send it to the LLM as part of case summarization.
Adding it as input like this did not seem to work:
Is there a recommendation or solution to incorporate Variables in summarization skill? How would IT Request Management handle this as all of those catalogs have variables?
Current solution that I found was to create a custom relationship between the sn_customerservice_case and question_answer table. Then utilize that in the summarization. Hope that helps someone else. If SN replies to my Hiwave case, I will update it with more information.
