---
sourceDocument: Brazil Customer Success Management
sourceDocumentLink: https://www.servicenow.com/docs/r/acct-lifecycle-events

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Success Management

ft:clusterId :

    - actle

bundleId :

    - actle

workflow :

    - Customer and Industry


---

# Summarize a touchpoint

# Summarize a touchpoint using ServiceNow Otto for Telecommunications, Media, and Technology (TMT) {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Generate a summary from the fields you select on the touchpoint record. Get a quick summary of all the meetings and emails exchanged between different stakeholders and any follow-up activities.

## Before you begin

Role required: `sn_acct_lc.agent`

## About this task

The touchpoint summary skill provides a concise summary of the different touchpoints in the engagement lifecycle. With this skill, you can generate an initial summary of the touchpoint, or summarize all the work
associated with it.  
The skill is available in CRM Workspace and in Core UI:

* In CRM Workspace, use the Touchpoint summary by ServiceNow Otto component, which appears above the Account details card.
* In Core UI, select Summarize on the touchpoint record.

Note:  
The skill requires a minimum 50 words in the record to generate a summary. If the skill isn't active, summaries are generated using the out-of-box case summarization skill instead.

## Procedure

1. Navigate to WorkspacesCRM WorkspaceListsAll Touchpoints.
2. Open a touchpoint.
3. In the Touchpoint summary by ServiceNow Otto component, select Summarize.  
   The component expands to display the summary. For longer summaries, select View more and scroll to see the rest of the content.
4. **Optional:** After you're finished, manage the results: view more/less detail, provide helpful/not-helpful feedback, copy the summary, or view summary info using the icons on the summary card.
{#now-assist-tmt-summarize-touchpoint__steps_dyn_hrp_5bc}

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