Summarize a Sidebar discussion by using ServiceNow Otto for Customer Service Management (CSM)

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Generate a summary of the Sidebar discussions between agents, requesters, and subject matter experts by using the chat summarization skill in the ServiceNow Otto for Customer Service Management (CSM) application.

    Before you begin

    Role required: sn_customerservice_agent, sn_customerservice.consumer_agent

    About this task

    You can do these actions by using Sidebar discussion summarization:
    • Summarize the Sidebar discussion at any point during the discussion using the /Summarize quick action.
    • Share the Sidebar discussion to the work notes.
    • Provide feedback for the summary.
    Note:
    The Sidebar discussion summarization skill is on the chat skill card in the Customer group.

    Procedure

    1. Navigate to Workspaces > CSM/FSM Configurable Workspace and open a customer service case that supports Sidebar discussion and summarization.
    2. Choose an existing discussion, or start a new discussion.

      Start a new discussion by doing these actions:

      1. Select Discuss.
      2. In the Start a Sidebar discussion modal, add participants.
      3. Select Start Discussion.
    3. Generate a summary of the Sidebar discussion during the conversation.
      Use the Summarize quick action by entering /Summarize in the Active sidebar discussion window, or select the quick action icon Quick action icon..
    4. After summarizing the Sidebar discussion, you can add it to the case work notes, and provide feedback about it.
      OptionProcedure
      Save the summary information by adding it to the case work notes
      1. Select Share as Work notes.
      2. In the Share Case summary as Work notes dialog box, edit the summary.
      3. Select Save to Work notes.
      Provide feedback for the summary If you'd like to provide feedback, select either the helpful icon (Helpful icon.) or the not helpful icon Not helpful icon.).

      This feedback improves the generative AI model and can help to improve the future versions of this skill. The system gathers the feedback on each generated summary and stores it in the generative AI logs (sys_generative_ai_log_list.do).