---
sourceDocument: Australia Financial Services Operations
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/financial-services-operations

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Case summarization

# Configure case summarization in ServiceNow Otto for Financial Services Operations (FSO) {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
If you have the admin role, you can configure the ServiceNow Otto for Financial Services Operations (FSO) application so that your agents can use case summarization skills in Financial Services Workspace and Core UI.

## Before you begin

Verify the ServiceNow Otto for Financial Services Operations (FSO) plugin (sn_fso_gen_ai) is installed.

* For information about the installation process, see [Install AI plugins in AI Admin Hub](https://www.servicenow.com/docs/access?context=install-now-assist-feature-plugins&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).
* For general information about configuring AI skills in FSO, see [Configure Financial Services Operations AI skills](https://www.servicenow.com/docs/qwNYcSYZXfNGQN0E62a1XA "Configure AI skills for Financial Services Operations to enable capabilities such as case summarization, disputes intake, and customer profile summarization. Use this overview to identify and complete the configuration tasks for your deployment.").
{#configure-now-assist-for-fso__ul_kb5_2nk_mbc}

Role required: admin

## About this task

Use the AI Admin Hub console to configure ServiceNow Otto for FSO. This console contains what you need to install the plugins and configure the generative AI skills. For additional information, see [Overview tab in AI Admin Hub](https://www.servicenow.com/docs/access?context=configuring-now-assist&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).  
The following table lists the FSO case summarization skills that you can access from the AI Admin Hub console.{#configure-now-assist-for-fso__table_akf_42k_mbc__entry__2}

| Area | Skills |
|-|-|
| Banking | Dispute case summarization |
| Insurance | Claim case summarization |
[Table 1. FSO case summarization features and skills in the AI Admin Hub console]

{#configure-now-assist-for-fso__table_akf_42k_mbc}

## Procedure

1. Navigate to AdminAI Admin HubAI Skills.
2. Select the CustomerFSO workflow group.
3. On the tile for your skill, select Activate skill.
4. Review the inputs for the selected skill.  
   The input table fields are read-only.

   For information about the inputs for each skill, see [Skill inputs for ServiceNow Otto for Financial Services Operations (FSO)](https://www.servicenow.com/docs/l_m2emccmvBIH5JRvDtvgg "Review the inputs for each skill to see how a skill is used.").
5. After you review the inputs for the selected skill, select Save and continue to go to the next step.  
   You can return to a previous step by using the Back button.
6. Select where you would like to display the skill.  
   * In-product: When selected, the AI skills are displayed on forms and workspaces. For the skills that appear in-product, select the down arrow to define the roles that can use the skill.
   * ServiceNow Otto panel: When selected, the ServiceNow Otto for FSO skills are available in the ServiceNow Otto panel. If you don't see this option, you must activate the ServiceNow Otto panel. For more information, see [Activate the ServiceNow Otto panel standard chat](https://www.servicenow.com/docs/access?context=activate-now-assist-panel&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

     For the skills that appear in the ServiceNow Otto panel, select the down arrow to define the roles that can use the skill.
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7. After you configure the display for the selected skill, select Save and continue to go to the next step.
8. Review your choices and select Activate to complete the configuration.

## Result

A message appears confirming the summarization skill has been successfully activated. Select Return to Banking to return to the Banking skills screen.

## What to do next

You can choose which service provider to use for this skill in ServiceNow Otto Admin. For more information, see [Manage AI models](https://www.servicenow.com/docs/access?context=manage-large-language-models&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

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