--- sourceDocument: Brazil Governance, Risk, and Compliance sourceDocumentLink: https://www.servicenow.com/docs/r/governance-risk-compliance Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Governance, Risk, and Compliance ft:clusterId : - grc bundleId : - grc workflow : - Technology --- # Case summarization for privacy cases # GRC case summarization skill for privacy cases {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of GRC Case Summarization Skill for Privacy Cases The GRC case summarization skill leverages a large language model (LLM) to generate concise, structured AI summaries of privacy case records within ServiceNow. This functionality helps case assignees and approvers quickly grasp the essential context and details of complex privacy cases, which often involve multiple coordinators, extensive activity logs, and breach assessments. Summaries are created on demand from predefined fields and related lists, and once generated, they can be reviewed, edited, and saved directly to the case record for future reference. Show full answer Show less Activation of the skill is required via the AI Admin Hub, and only authorized users with specific roles can trigger the summarization on privacy cases. ## User Roles and Access * **snnowassistadmin.nsaadmin:** Allows administrators to activate or modify ServiceNow Otto skills. * **snprivacycase.privacycaseanalyst:** Grants access to privacy case records. * **snprmgenai.user:** Enables access to ServiceNow Otto for Privacy Management skills and implicitly includes the minimum role (*sngrcsharegenai.grccaseaiuser*) needed to use this summarization skill. * All members of the Assignment group on a case can view saved summaries. ## LLM Service Providers Before using the skill, an administrator must configure a default LLM service provider. Supported providers include: * Azure OpenAI * AWS Claude * Google Gemini Setting the default provider is essential to enable summary generation. ## Privacy Case Summary Structure The AI-generated summary captures a comprehensive snapshot of the privacy case at the time of generation. Users can regenerate and update the summary as the case evolves. Saved summaries are visible in the Overview tab and the Activity stream on the Details tab. The summary includes the following key sections: * **Case Overview:** Core details such as case name, description, start date, priority, and assigned analyst. * **Events Timeline:** Important dates including occurrence, discovery, investigation, and remediation timelines. * **Scope of Impact Blast Radius Breakdown:** Summary of impacted areas (controls, entities, locations, companies, users), related areas (policies, citations, control objectives, risks), and applicable regulations or standards. * **Data Impacted:** Types of personal data exposed or compromised, sourced from the personal information objects related to the case. * **Evidence \& Worknotes:** Investigation comments and activity logs documented during the case. * **Causes \& Consequences:** Confirmed and suspected causes, as well as consequences such as impacts or penalties. * **Actions \& Outcomes:** Summary of investigation tasks, breach assessments, and additional remediation actions taken. * **Lessons Learned:** AI-powered insights analyzing investigation velocity (detection, investigation, remediation time) and effort level (low, medium, high), based on case complexity and activity. ## Practical Benefits for ServiceNow Customers This skill streamlines privacy case management by automating the synthesis of critical case information, reducing manual effort and improving decision-making speed. ServiceNow customers can expect enhanced visibility into case details, more efficient collaboration among analysts and approvers, and better documentation of investigation progress and outcomes. The GRC case summarization skill uses a large language model (LLM) to generate a structured AI summary of a privacy case record. The summary is generated on demand from case data and can be saved to the record for future reference. ## Overview of the GRC case summarization skill {#privacy-case-summarization-skill__section_wyh_zk5_2hc} Privacy cases can involve multiple coordinators, complex activity logs, and breach assessments. The GRC case summarization skill generates a concise AI summary of key case details, so assignees and approvers can quickly understand the context and support efficient decision-making. The GRC case summarization skill collects data from predefined fields and related lists across the case record. This data is assembled into a prompt and sent to the configured LLM service provider, which then returns a structured summary. To summarize privacy case records, the skill must be activated from the AI Admin Hub. Once it's activated, case analysts with the appropriate user role can trigger the skill on a privacy case. ## User roles {#privacy-case-summarization-skill__section_vzm_d5z_k3c} Important user roles to activate and use this skill are: * sn_nowassist_admin.nsa_admin: Grants an admin access to activate or edit a ServiceNow Otto skill. * sn_privacy_case.privacy_case_analyst: Grants access to privacy case records. * sn_prm_gen_ai.user: Grants access to the ServiceNow Otto for Privacy Management skills. Note: Users with the sn_prm_gen_ai.user role automatically have the sn_grc_sharegenai.grc_case_ai_user role, which is the minimum role required to use the GRC case summarization skill. {#privacy-case-summarization-skill__ul_vcw_w3l_k3c} All members of the Assignment group on a case record can view the summary that has been saved to the record. ## LLM service providers {#privacy-case-summarization-skill__section_x5j_pl5_2hc} An administrator must set a default LLM provider before the skill can be used. The following providers are supported: * Azure OpenAI * AWS Claude * Google Gemini {#privacy-case-summarization-skill__ul_jcx_q3l_k3c} To set a default provider for the GRC case summarization skill, see [Manage model providers](https://www.servicenow.com/docs/access?context=edit-model-providers&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). ## Components of a privacy case summary {#privacy-case-summarization-skill__section_rfw_5rz_k3c} The summary reflects case data at the time of generation. As the case progresses, you can regenerate the summary to capture the latest information. Once generated, you can review and edit the summary before saving it to the privacy case record. The saved summary appears in the Overview tab and in the Activity stream of the Details tab. {#privacy-case-summarization-skill__privacy_summary_structure__entry__2} | Section | What it captures | |-|-| | Case Overview | Core case details, such as name, description, start date, priority, and assigned analyst, captured from the Details tab. | | Events Timeline | Date of occurrence, date of discovery, investigation start and end dates, and remediation start and end dates, captured from the Schedule section on the Details tab. | | Scope of Impact | Blast Radius Breakdown- Summary of the areas and regulatory frameworks impacted by the privacy case, captured from the Impacted Areas, Related Areas, and Regulations tabs. * Impacted areas- Number of areas, such as control, entity, location, company, and users, impacted by the reported privacy case. * Related areas- Number of areas, such as policies, citations, control objectives, and risk events, related to the privacy case. * Regulations/Standards- Number of regulations that are or can be impacted by the reported privacy case. {#privacy-case-summarization-skill__ul_sdj_n45_l3c} | | Data Impacted | Types of personal data exposed or compromised during the incident, captured from the \[PI\] Information Objects tab. | | Evidence \& Worknotes | Work notes and comments recorded during the investigation, captured from the Activity section on the Details tab. | | Causes \& Consequences | Causes and consequences of the privacy case, captured from the Causes and Consequences tab. * Cause (Confirmed)- Confirmed cause of the incident. * Contributing Cause (Suspected)- Suspected cause of the incident. * Consequences- Resulting impact or penalties arising from the incident. {#privacy-case-summarization-skill__ul_qpq_hg5_l3c} | | Actions \& Outcomes | Summary of actions taken during the investigation, captured from the Action Tasks and Breach assessment tabs. * Investigation- Initial investigation tasks to examine the reported incident. * Assessment- Breach assessment to evaluate the risk and extent of compromised data. * Additional Actions Taken- Supplementary actions to support a resolution. {#privacy-case-summarization-skill__ul_j5p_fh5_l3c} | | Lessons Learned | AI-powered analysis of the case timeline and overall investigation effort. * Velocity analysis- Time to detect, investigate, and remediate. * Investigation effort level- Effort assessment ranked as low, medium, or high, based on case complexity, activity log, and timelines. {#privacy-case-summarization-skill__ul_cky_rh5_l3c} | [Table 1. Privacy case summary structure] {#privacy-case-summarization-skill__privacy_summary_structure} **Related tasks** * [Activate the GRC case summarization skill](https://www.servicenow.com/docs/B8t9sPeYf3MDNRiOOLi2UQ "Activate the GRC case summarization skill from the AI Admin Hub to generate AI-powered summaries of privacy case records.") * [Summarize a privacy case using the GRC case summarization skill](https://www.servicenow.com/docs/HUSMWRZW4FWY5aA5hO1OVQ "Use the GRC case summarization skill to generate an AI summary of a privacy case. The summary provides a consolidated view of the case life cycle, including breach-related assessment activity.")