Playbook case summarization component
The playbook case summary component provides agents with a summary of a customer service case, including the issue and the actions taken. Agents can generate summaries to understand case context and post summaries to the case work notes.
The case summarization component appears below the lookup component on the playbook page templates. Upon first opening a case, agents see that the component is collapsed and in the default state.
Using this component, agents can:
- Select Summarize to create a summary of the case details.
- Select Share to work notes to copy the summary text to the activity stream.
- Review the summary text in the Share to work notes popup window and modify the text as needed.
- Select Save to work notes on the popup window to add the text to the activity stream.
- Select the refresh icon in the component footer to refresh the text and get the latest summary.
Note:
If the case does not contain enough text to summarize, the system displays the following message: "This case doesn't have the minimum number of words required for summarization yet."
To use the case summarization component with the playbook page templates, activate the Now Assist for Customer Service Management (CSM) application and configure the case summarization skill in the Now Assist Admin console. For
more information, see: