Summarize a workplace case using Now Assist for WSD

Use the workplace case summarization skill to summarize the case context and take appropriate action.

Before you begin

Role required: sn_wsd_case.workplace_agent

About this task

As an admin, you can configure the workplace case summarization skill to customize the input fields and output summary. For more information about customizing the skill, see Configure the workplace case summarization skill.

You can use the workplace case summarization skill in either the Core UI or Workplace Central.

• In the Core UI, the summary appears in a banner in the case record.
• In Workplace Central, the summary is generated in the Details tab.

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 All > Workplace Central > Workplace Central.
   You can also open Workplace Central from the Employee Center directly by navigating to Workspaces > Workplace Central.
   The Workplace Analytics dashboard opens.
2. Select the Case Management icon .
3. On the Case Management dashboard, select a case from the Overview section or the All active cases section.
   The list view displays the cases as WCASEXXXX for normal workplace cases, WMCXXXX for maintenance cases, and WMOVEXXXX for move cases.
   The case details are displayed in a new tab. For more information about the Case details page, see Case Management - Key features, Actions & Case details topic.
4. In the Workplace Case summary by Now Assist component, select Summarize.
   Note:

   Generating the summary may take several seconds.
5. 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 the case.

   Option	Procedure
   Save the summary information by adding it to the case work notes	Select Share. In the Share to work notes dialog box, edit the summary. Select Save to Work notes.
   Expand or collapse the summary	Select Show more or Show less to see more 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.
   Copy the case summary	Select the copy 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 .