Configure Case Summarization

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

    • Configure case summarization to generate and display case summaries for agents and control who can access them in production.

    Before you begin

    Role required: admin

    Case summarization relies on a base input table and its associated field inputs with descriptions to provide the context for a generated summary. Choose your base table, and view the associated base input fields within the provided input templates. Record state determines which input template is used when generating a summary.

    Provided input templates:
    • Case new
    • Case work in progress
    • Case resolved

    Any modifications to the names or labels of the fields within these templates can result in issues with notes generation.

    Procedure

    1. Navigate to Admin > Now Assist Admin > Skills.
    2. Select the Customer workflow, and CSM as the product.
    3. Activate skill for the Case summarization skill.
      Each skill has a guided setup with multiple steps. A check symbol next to each step indicates whether its setup is complete, partially complete, or incomplete. After configuring a step, select Save and continue to move forward, or Back to return to a previous step.
    4. Select General details and edit name and description of the skill.
      Additional information regarding details of the skill are displayed, but can’t be edited.
    5. Select Choose Input and review the tables and fields to define the prompts that determine where data is pulled from.

      You can modify the rule conditions to determine when the input template is used. Additional data sources can be added via related tables as well.

      Table 1. Table 1: Inputs for the case summarization generation skill
      Input template data Base input field
      Base input fields
      • Description
      • Short description
      • State
      • Work notes
      • Additional comments
      Listed rule conditions to the input table Default is determined by record state.
      #1 Additional data source: Related table
      • Task SLA -> Task
      • SLA definition
      • Stage
      • Breach time
      #2 Additional data source: Related table
      • Case -> Parent
      • Number
      • Short description
      • State
      • Assigned to
      • Additional comments
      • Work notes
      • Case lines
      #3 Additional data sources

      Activity is listed as 'Email.'
    6. Select Customize prompt to evaluate the generated outputs of case summaries.
      Evaluate the prompt used for each of the input templates by selecting an existing record to test the output. The review and modify the prompt after evaluating the output results, edit it within the Now Assist Skill Kit.
    7. Select Define availability to customize how and when the skill capability is active and accessible.
      • Select Skill is always available so no restrictions are placed on when a skill is available.
      • Select Customize skill availability to define conditions and use the condition builder to configure fields and values.
    8. Select Define triggers to determine how the skill will be triggered.
      • Select Automatic to see the case summary of a record automatically generated when the user lands on a record page.
      • Select User trigger to create a case summary of a record when the user opens a record page and selects the Summarize button.
    9. Select Define access to determine who can access this skill.

      By selecting specific roles, you're controlling who can use it. The roles you choose will also be available in the next step Select display.

      Default and Custom Roles:
      • If no changes are made, the default role sn_customerservice_agent or sn_customerservice.consumer_agent automatically appear in Define access and Select display.
      • If custom roles were added before the upgrade, they’re updated automatically by a script.
      • If new roles are created after the upgrade, you can manually add them in both the Define access and Select display.
        Note:
        In the Select display step, you can only choose roles that were added in the Define access step. If you add a role in Define access, you still must manually select it in Select display to make it active.
    10. Select Display to determine where the skill appears.
      • Select In-product desktop to display Now Assist skills on forms and workspaces. Then, select the roles for whom the skill will be displayed.
      • Select Now Assist panel to display Now Assist skills in the Now Assist panel.
    11. After selecting Review and activate to examine changes, select Done to close the case summarization generation settings.
    12. Select Activate to turn on the skill for agents and complete the configuration.