Summarize a Sidebar discussion

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • Generate a summary of the Sidebar discussions between agents, dispatchers, and subject matter experts by using the Sidebar summarization skill in the Now Assist for Field Service Management (FSM) application.

    Before you begin

    Role required: wm_dispatcher, wm_manager

    About this task

    You can do these actions using Sidebar summarization:
    • Summarize the Sidebar discussion at any point during the discussion using the /Summarize quick action.
    • Share the Sidebar discussion to the work notes.
    • Provide feedback for the summary.
    Note:
    The Sidebar discussion summarization skill is on the chat skill card in the Customer group.

    Procedure

    1. Navigate to All > Now Assist Admin > Now Assist Skills.
    2. Expand the Customer panel and select FSM.
    3. Select Activate skill on the Sidebar summarization skill card.
      The Work Order Task table displayed in the Choose tables page is selected by default, and cannot be changed.
    4. Select Select display in the Sidebar summarization page.
    5. Turn on the In-product desktop display option.
    6. Select Save and continue.
    7. Navigate to Workspaces > CSM/FSM Configurable Workspace and open a work order task that supports Sidebar discussion and summarization.
    8. Choose an existing discussion, or start a new discussion.

      To start a new discussion, follow these steps.

      1. Select Discuss.
      2. Add participants in the Start a Sidebar discussion modal.
      3. Select Start Discussion.
      Figure 1. Sidebar discussion modal
      Modal to add participants for discussion
    9. Generate a summary of the Sidebar discussion during the conversation either by using the Summarize quick action (enter /Summarize in the Active sidebar discussion window), or by selecting the quick action icon (icon image).
    10. After summarizing the Sidebar discussion, you can add it to the work notes, and provide feedback about it.
      OptionProcedure
      Save the summary information by adding it to the work notes
      1. Select Share as Work notes.
      2. In the Share as Work notes dialog box, edit the summary.
      3. Select Save to Work notes.
      Provide feedback for the summary If you'd like to provide feedback, select either the helpful icon (Helpful icon.) or 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. The system gathers the feedback on each generated summary and stores it in the generative AI logs (sys_generative_ai_log_list.do).

    Summarize a Sidebar discussion on the ServiceNow Agent application

    On the ServiceNow Agent application, generate a summary of the Sidebar discussions between agents, dispatchers, and subject matter experts by using the Sidebar summarization skill in the Now Assist for Field Service Management (FSM) application.

    Before you begin

    Role required: wm_agent

    Ensure the Sidebar for Field Service Management plugin (com.sn_fsm_sidebar) is activated. For more information, see Activate Sidebar for the Field Service Mobile Agent application.

    About this task

    Summarize the Sidebar discussion at any point during the discussion using the /Summarize quick action.

    Procedure

    1. Navigate to a Sidebar discussion.
      • To view discussions for a specific work order task, navigate to the work order task and select the Record Sidebar (Record Sidebar icon.) icon.
      • To view all discussions, select the Global Sidebar (Global Sidebar) icon.
    2. Tap a discussion.
    3. Generate a summary of the Sidebar discussion during the conversation either by using the Summarize quick action (enter /Summarize in the Active sidebar discussion window), or by selecting the quick action icon (quick action).