Summarize an ER case interview using Now Assist for HRSD

  • Release version: Zurich
  • Updated January 22, 2026
  • 1 minute to read

    • Use the ER interview summarization skill to obtain a comprehensive overview of the ER interview, which includes key details such as quick recap, key assertions and responses.

    Before you begin

    Role required: sn_hr_er.case_writer

    About this task

    You can use the ER interview summarization skill in either Core UI or Agent Workspace for HR Case Management.
    • In Core UI, the summary appears in a banner in the Interview record.
    • In Agent Workspace for HR Case Management, the summary is generated in the Interview tab.
    Note:
    For information on how to configure the ER interview summarization skill, see Configure Now Assist for HR Service Delivery (HRSD).

    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. Open the Interview related list.
    4. Select Summarize.
    Note:
    Generating and displaying the summary may take several seconds.
    1. Review the summary details.

      A summary of the interview record is displayed with a quick recap, key assertions, and responses.

      Figure 1. ER interview summary in HR Agent Workspace
      ER interview summary in HR Agent Workspace ER interview summary in HR Agent Workspace
      Figure 2. ER interview summary in Core UI
      ER interview summary in Core UI ER interview summary in Core UI
    2. Optional: When you finish summarizing the interview record, you can add it to the interview notes, expand or collapse it, provide feedback, copy it, or view information about it.
      OptionProcedure
      Save the summary to interview notes
      1. Select Share.
      2. In the Share to AI Interview summary dialog box, edit the summary.
      3. Select Save to AI Interview Summary.
      Expand or collapse the interview 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 interview 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 interview 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 interview 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.