---
sourceDocument: Australia Public Sector
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/government-industry

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Public Sector

ft:clusterId :

    - gvin

bundleId :

    - gvin

workflow :

    - Customer and Industry


---

# Refine an investigative narrative

# Refine an investigative case narrative using the ServiceNow Otto for PSDS Investigative case narrative refinement skill {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Review text and surface gaps, inconsistencies, and tone issues before a case narrative is submitted for supervisory review.

## Before you begin

Role required: admin

## Procedure

1. Navigate to the Public Sector Workspace and select My active cases.  
   Alternatively, you can select a case using the Public Sector Workspace Lists menu by selecting ListsInvestigative CasesAll and selecting the case.
2. Select the case you wish to refine the narrative details for.
3. Select the Narrative tab.
4. In the Case Narrative field, highlight some or all of the case narrative text.  
   The AI sparkle icon () should automatically appear.
5. Select the AI sparkle icon () and select one of the following

   | Case narrative refinement skill options | Action |
   | Change Tone | Change the narrative tone to casual or formal. |
   | Elaborate | Expand, enhance, and refine existing narrative text using case context and activity. |
   | Shorten | Condense, summarize, or rephrase long narrative text into a shorter, more concise version. |
   |-|-|

   {#psds-using-na-refine-icm-case-narrative__choicetable_hjw_cwb_n3c}  
6. Upon selection of the tone, the skill will open a modal with the refined text, and you have the option to insert or reject the suggestion.
7. To accept the suggestion, select Insert
8. Select Save.
{#psds-using-na-refine-icm-case-narrative__steps_ugy_tvb_n3c}

## Result

The case narrative has been edited and refined. A log of edits attached to the users name appears in the activity stream, where team members assigned to the case can see a running log of what information was added and when.
This is helpful if there are multiple investigators and other personas involved in the case. The case narrative can be edited and added to at any time as new details, leads, and context become available.

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