--- sourceDocument: Brazil Employee Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/employee-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Summarize an ER case # Summarize an ER case using ServiceNow Otto for HRSD {#ariaid-title1} Release version: Brazil Updated October 28, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Use the ER case summarization skill to obtain a comprehensive overview of the ER case, which includes key details such as allegations, evidences, and interviews. ## Before you begin Role required: sn_hr_er.case_writer ## About this task You can use the ER case summarization skill in either Core UI or Agent Workspace for HR Case Management. * In Core UI, the summary appears in a banner in the case record. * In Agent Workspace for HR Case Management, the summary is generated in the Details tab. {#now-assist-hrsd-summarize-er-case__ul_dzf_mf4_fyb} Note: For information on how to configure the case summarization skill, see [Configure ServiceNow Otto for HR Service Delivery (HRSD)](https://www.servicenow.com/docs/9jLhzp_Q7vp5UIukUJiO9A "Set up ServiceNow Otto for HRSD by installing plugins, assigning roles, preparing your data, and configuring skills, guardrails, and AI agents so employees can get faster, more accurate HR support."). Important: This generative AI skill is turned on by default. The skill will be automatically available to appropriate role users for the application. For more information, see [AI agents, skills, and agentic workflows on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). ## Procedure 1. Navigate to HR Agent Workspace. 2. In Workspace, open an ER case that is assigned to you. Alternatively, you can navigate to AllHR Cases and select an ER case. 3. Select Summarize. Note: Generating and displaying the summary may take several seconds. 4. Review the summary details. A summary of a case is displayed. The summary varies based on the state of the case: * In Ready state: Case Information, Case Overview, Involved Parties, Allegations, and Key Dates are displayed. * In Work in progress or Closed complete state: Case Information, Case Overview, Involved Parties, Allegations, Interviews Summary, Evidence Summary, Allegation Outcomes, Corrective Actions, and Key Dates are displayed. Note: Attachment related details are added to the summary only when an attachment is present on ER case irrespective of case state. {#now-assist-hrsd-summarize-er-case__ul_zf5_kdx_khc} Figure 1. ER case summary in HR Agent Workspace Figure 2. ER case summary in Core UI 5. **Optional:** When you finish summarizing a case, you can add it to the work notes, expand or collapse it, provide feedback, copy it, or view information about it. | Option | Procedure | | Save the summary information by adding it to the case work notes | 1. Select Share. 2. In the Share Case summary as Work notes dialog box, edit the summary. 3. Select Save to Work notes. {#now-assist-hrsd-summarize-er-case__ol_trg_4yf_xyb} | | Expand or collapse the summary | Select the expand card icon (![Expand card icon.]()) or the collapse card icon (![Collapse card icon.]()) to see more details or fewer summary details. | | Provide feedback for the summary | If you think that the summary was helpful, select the helpful icon (![Helpful icon.]()). If you think that the summary wasn't helpful, select 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. | | Copy the case summary | Select the copy to clipboard icon (![Copy to clipboard icon.]()) to use the case summary information for another purpose, such as pasting into an email. | | View the information about the case summary | If you want to check some details about the summary, select the more info icon (![More info icon.]()). | | Refine list | Elaborate or shorten the summary. | |-|-| {#now-assist-hrsd-summarize-er-case__choicetable_md1_nyf_xyb} **Related concepts** * [ServiceNow Otto for HR Service Delivery (HRSD) integration with Enterprise Service Management Integrations Framework](https://www.servicenow.com/docs/6zwumqIAqgOpjlnMnq_HBw "Enable employees to complete actions in third-party Human Capital Management (HCM) systems with ServiceNow Otto Virtual Agent topics in Employee Center.") **Related tasks** * [Summarize a chat conversation using ServiceNow Otto for HR Service Delivery (HRSD)](https://www.servicenow.com/docs/VBhYV8lKpQwoJg3WXXZw9A "Summarize a Virtual Agent chat history in the ServiceNow Otto for HR Service Delivery (HRSD) application. 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