Configure Sidebar Summarization

Configure sidebar summarization to generate summaries of sidebar discussions for quick agent understanding, allowing for faster collaboration.

Before you begin

Role required: admin

Sidebar summarization is generated from the information within selected tables containing specific case, incident, or interaction information.

Procedure

1. Navigate to Admin > Now Assist Admin > Skills.
2. Select the Customer workflow, and CSM as the product.
3. Activate Skill for the Sidebar Summarization skill.
   Each skill has a guided setup with multiple steps. A check symbol next to each step indicates whether its setup is complete, partially complete, or incomplete. After configuring a step, select Save and continue to move forward, or Back to return to a previous step.
4. Select Define triggers and switch the toggles to choose how and when the summarization is configured.

   Table 1. Table 1: Triggers for the sidebar summarization skill

   Trigger	Description
   Quick action	Sidebar summary that is generated when the live agent performs the /summarize quick action.

   You can also select toggle a property that controls how a sidebar summary is displayed.

   Table 2. Table 2: Property for the sidebar summarization skill

   Property	Description
   Bulleted list	Sidebar summary as an unordered list.

5. Select Choose tables to select the tables from which summaries for Sidebar discussions are generated.

   Table 3. Table 3: Tables for the sidebar summarization skill

   Label	Name
   Change Phase	change_phase
   Change Request	change_request
   IMAC	change_request_imac
   Change Task	change_task
   Chat Queue Entry	chat_queue_entry
   Incident	incident
   Incident Task	incident_task
   Interaction	interaction
   Knowledge Feedback Task	kb_feedback_task
   Problem	problem
   Problem Task	problem_task
   Request	sc_request
   Requested Item	sc_req_item
   Catalog Task	sc_task
   Standard Change Proposal	std_change_proposal

6. Select Define access to determine who can access this skill.

   By selecting specific roles, you're controlling who can use it. The roles you choose will also be available in the next step Select display.

   Default and Custom Roles:

   • If no changes are made, the default role sn_customerservice_agent or sn_customerservice.consumer_agent  will automatically appear in Define Access and Select Display.
   • If custom roles were added before the upgrade, they’ll be updated automatically by a script.
   • If new roles are created after the upgrade, you must manually add them in both the Define Access and Select Display.
     Note:

     In the Select Display step, you can only choose roles that were added in the Define Access step. If you add a role in Define Access, you still must manually select it in Select Display to make it active.
7. Toggle Select display to determine if sidebar summarization appears in In-product desktop, displaying Now Assist skills on forms and workspaces.
8. After selecting Review and Activate to examine changes, select Done to close the sidebar summarization generation settings.
9. Select Activate to turn on the skill for agents and complete the configuration.