--- sourceDocument: Yokohama Employee Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/employee-service-management Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Summarize an HR case # Summarize an HR case using ServiceNow Otto for HRSD {#ariaid-title1} * Release version: Yokohama * * Updated January 30, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Quickly understand the case context and respond to inquiries by using the case summarization skill. ## Before you begin Role required: sn_hr_core.case_writer ## About this task You can use the case summarization skill in either Core UI or Agent Workspace for HR Case Management. * In Core UI, the summary appears in a banner in the case record. * In Agent Workspace for HR Case Management, the summary is generated in the Details tab. {#now-assist-hrsd-summarize-case__ul_dzf_mf4_fyb} Important: This Now Assist skill is turned on by default. The skill will be automatically available to appropriate role users for the application. For more information, see [Now Assist skills, agents, and agentic workflows on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US). You can make a copy of this skill to configure it to meet your business needs. For more information, see [Make a copy of a Now Assist skill](https://www.servicenow.com/docs/access?context=make-a-copy-of-a-now-assist-skill&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US). ## Procedure 1. Navigate to Agent Workspace for HRSD. 2. In Workspace, open an HR case that is assigned to you. 3. Select Summarize. 4. Review the summary details. A concise summary of a case, including the issue, actions taken, SLA, attachments, and resolution information appears. The information that is displayed is based on the state of the case: * Draft or Ready: Issue * Work in progress: Issue and Actions taken * Awaiting acceptance, Awaiting approval, Closed complete, or Closed incomplete: Issue, Actions taken, and Resolution * Canceled or Suspended: Summary isn't visible {#now-assist-hrsd-summarize-case__ul_tst_ky4_wyb} 5. **Optional:** When you finish summarizing a case, you can add it to the work notes, expand or collapse it, provide feedback, copy it, or view information about it. | Option | Procedure | | Save the summary information by adding it to the case work notes | 1. Select Share. 2. In the Share to work notes dialog box, edit the summary. 3. Select Save to Work notes. {#now-assist-hrsd-summarize-case__ol_trg_4yf_xyb} | | Expand or collapse the summary | Select the Show more or Show less button to see more or fewer summary details. | | Provide feedback for the summary | If you think that the summary was helpful, select the helpful icon (![Helpful icon.]()). If you think that the summary wasn't helpful, select the not helpful icon (![Not helpful icon.]()). This feedback improves the generative AI model and can help to improve the future versions of this skill. | | Copy the case summary | Select the copy icon (![Copy to clipboard icon.]()) to use the case summary information for another purpose, such as pasting into an email. | | View the information about the case summary | If you want to check some details about the summary, select the more info icon (![More info icon.]()). | |-|-| {#now-assist-hrsd-summarize-case__choicetable_md1_nyf_xyb} {#now-assist-hrsd-summarize-case__steps_qwj_n2f_vyb} **Related concepts** * [ServiceNow Otto for HR Service Delivery (HRSD) integration with Enterprise Service Management Integrations Framework](https://www.servicenow.com/docs/WAlFqhfCTMWIJ9QCZYWD6Q "Enable employees to complete actions in third-party Human Capital Management (HCM) systems with Now Assist Virtual Agent topics in Employee Center.") **Related tasks** * [Summarize a chat conversation by using ServiceNow Otto for HR Service Delivery (HRSD)](https://www.servicenow.com/docs/5G_ZpbMWQkJGq6HsZ8Ctqw "Summarize a Virtual Agent chat history in the ServiceNow Otto for HR Service Delivery (HRSD) application. You can also summarize an interaction when the chat ends. The summary includes all points of the handoff, including the Virtual Agent conversation.") * [Summarize a Sidebar discussion by using ServiceNow Otto for HR Service Delivery (HRSD)](https://www.servicenow.com/docs/awZbg7WkeyywK8hewco_tA "Generate a summary of the Sidebar discussions between agents, requesters, and subject matter experts by using the chat summarization skill in the ServiceNow Otto for HR Service Delivery (HRSD) application.") * [Generate a chat reply recommendation by using ServiceNow Otto for HR Service Delivery (HRSD)](https://www.servicenow.com/docs/VRJS87mpayb9s1f6P5lIhQ "Generate a reply based on the context of the chat conversation using Now Assist icon. 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You can improve the quality of the resolution notes by providing a summary of the issue and the steps that were taken to resolve the case.") * [View employee summary reports](https://www.servicenow.com/docs/U4ADE8peaiVFMkTpjUMv4g "View the Employee Summary Virtual Agent topic in Employee Center to access employee contribution summaries, view consolidated profiles, and track employee progress.") * [Summarize actions while transferring an HR case](https://www.servicenow.com/docs/ScynQSEepkhyDjRovv2UJA "Transfer an HR case to another agent or assignment group by summarizing the actions until hand off. For example, an agent can transfer the case to another agent if the case is incorrectly assigned or needs troubleshooting by another agent or assignment group.") * [Use Knowledge Graph in ServiceNow Otto for HRSD](https://www.servicenow.com/docs/DHcURN3IQrWqzaMRAMQOwQ "Create a personalized knowledge model as a Knowledge Graph schema.") * [Use Galileo Inside to answer HR-related questions](https://www.servicenow.com/docs/sc1icis4x1Mkc5uKDWtmtA "Query the Galileo library to generate a response based on articles and research from The Josh Bersin Company.") * [Use the Now Assist panel in Agent Workspace for HR Case Management](https://www.servicenow.com/docs/7yxliJNlmnDJzO25~mad6w "Generate chat and case summaries and resolution notes by using the Now Assist panel in Agent Workspace for HR Case Management or Core UI.") * [Submit an HR request with Gen AI Virtual Agent](https://www.servicenow.com/docs/59RY2ZBHa0SzqN~Z1weqEg "Place an HR request using the conversational and streamlined experience offered by Gen AI Virtual Agent.") * [Detect sensitive topics by using sensitivity detection in ServiceNow Otto for HR Service Delivery (HRSD)](https://www.servicenow.com/docs/x8OYfPcrF4WeEOtcl7mK7g "Detect and fix sensitive topics that relate to your employee relation cases by using the sensitivity detection capability in the ServiceNow Otto for HR Service Delivery (HRSD) application.") * [Analyze sentiments in ServiceNow Otto for HR Service Delivery (HRSD)](https://www.servicenow.com/docs/xQvrFkSPgEygi7AiZSis3A "HR agents can prioritize cases based on case sentiment.")