Now Assist Case Summarization with Variables Input Value

[DorianK]

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.

[mukesh_adh]

@DorianK How was your progress on this, where you able to include variables into the case summarization skill input? Any suggestions from SN?

[Tyler Teter]

Hi Dorian, can you explain a little more about how you created that custom relationship and make the summarization skill work?
I'm running into a similar challenge with a record producer table, where not all the variables are copied to the target table - but we would like to use them in the summarization.
Curious if anyone else has any other approaches on this.

[GlideFather]

Hi @Tyler Teter,

our approach was not related to record producers but perhaps it might help.. our customer has a few custom HTML fields, which are copied/concatenated by a business rule to the work notes, resolution notes and additional comments (each custom field to different ootb field).

Then these fields are already used by summarisation right away..