Summarize an ER case using Now Assist for HRSD

  • Release version: Zurich
  • Updated October 28, 2025
  • 2 minutes to read

    • Use the ER case summarization skill to obtain a comprehensive overview of the ER case, which includes key details such as allegations, evidences, and interviews.

    Before you begin

    Role required: sn_hr_er.case_writer

    About this task

    You can use the ER 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.
    Note:
    For information on how to configure the case summarization skill, see Configure Now Assist for HR Service Delivery (HRSD).
    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.

    Procedure

    1. Navigate to HR Agent Workspace.
    2. In Workspace, open an ER case that is assigned to you.
      Alternatively, you can navigate to All > HR Cases and select an ER case.
    3. Select Summarize.
    Note:
    Generating and displaying the summary may take several seconds.
    1. Review the summary details.
      A summary of a case is displayed. The summary varies based on the state of the case:
      • In Ready state: Case Information, Case Overview, Involved Parties, Allegations, and Key Dates are displayed.
      • In Work in progress or Closed complete state: Case Information, Case Overview, Involved Parties, Allegations, Interviews Summary, Evidence Summary, Allegation Outcomes, Corrective Actions, and Key Dates are displayed.
        Note:
        Attachment related details are added to the summary only when an attachment is present on ER case irrespective of case state.
      Figure 1. ER case summary in HR Agent Workspace
      ER case summary on Agent Workspace for HR Case Management ER case summary on Agent Workspace for HR Case Management
      Figure 2. ER case summary in Core UI
      ER case summary on Core UI ER case summary on Core UI
    2. 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.
      OptionProcedure
      Save the summary information by adding it to the case work notes
      1. Select Share.
      2. In the Share Case 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 (Expand card icon.) or the collapse card icon (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 (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 to clipboard 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.).
      Refine list Elaborate or shorten the summary.