Configure the workplace case summarization skill

  • Release version: Zurich
  • Updated February 19, 2026
  • 1 minute to read

    • As an admin, customize the workplace case summarization skill to include additional fields for the case summary.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to All > Now Asisst Admin > Skills.
    2. On the Now Assist Skills tab, select Employee, then select WSD.
    3. Create a copy of the Workplace Case Summarization skill for customization.
    4. From the context menu of the newly created skill, select Edit.
    5. Edit any of the following sections based on your requirement.
      SectionDescription
      General details Edit basic information about the skill like the name, workflow, large language model (LLM), and skill template.
      Choose input Select the fields to be included as an input for the summarization skill. For example, you can add the start and end time fields as an input to the summary.

      You can customize inputs for every state of the case like new, work in progress, or resolved.

      For more information about customizing the input fields, see Configure case or incident summarization in the Now Assist Admin console.
      Customize prompt Add or remove sections that are included in the generated summary. You can customize the prompts for every state of the case like New, Work in progress, or Resolved.

      For more information about customizing the prompt output, see Configure case or incident summarization in the Now Assist Admin console.
      Role attribution Select the table, fields for the requester and fulfiller, and fulfiller roles for the skill.
      Define availability Customize whether the skill is available by default, or only available based on the configured conditions. For more information about the availability, see Activate a Now Assist skill.
      Define access Add roles to provide the access required to summarize a case. For example, sn_wsd_core.workplace_manager.
      Select display Configure where the case summarization feature is displayed. For more information about configuring the display, see Activate a Now Assist skill.
    6. After you make your changes, select Exit.