Summarize an order using Summarization for Order Management

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Generate a summary of a complex order for faster, more accurate decision-making and improved customer responsiveness.

    Before you begin

    Note:
    When both the skills are active, the order capture skill takes precedence.

    Role required: sn_ind_tmt_orm.order_agent, sn_ind_tmt_orm.order_fulfilment_agent

    Procedure

    1. In the CSM Configurable Workspace, select the List view.
    2. Navigate to Customer Orders > All and select the order to summarize.
    3. In the Customer Order summary by Now Assist, select Summarize.
      Customer order summary.
      The Customer Order summary by Now Assist appears above the activity stream. The component is collapsed by default and expands to display the summary. For longer summaries that don't fit in the window, select View more and use the scroll bar to view the rest of the content.
      Note:
      Generating and displaying the summary may take several seconds.
    4. Optional: When you're finished summarizing an order, you can add it to the work notes, expand or collapse it, provide feedback, copy it, or view information about it.
      OptionProcedure
      Save the summary information by adding it to the work notes
      1. Select Share to work notes.
      2. In the Share summary as Work notes dialog box, edit the summary.
      3. Select Save to work notes.
      Expand or collapse the summary Select the expand card icon or the collapse card icon to see more details or fewer summary details.
      Provide feedback for the summary If you think that the summary was helpful, select the helpful icon . If you think that the summary wasn’t helpful, select the 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).
      Copy the order summary Select the copy to clipboard icon to use the order summary information for another purpose, such as pasting into an email.
      View the information about the order summary If you want to check details about the summary, select the more info icon .