Summarize a privacy case using the GRC case summarization skill

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read

    • 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.

    Before you begin

    Install the Now Assist for Privacy Management application. For more information, see Install Now Assist for Privacy Management.

    Role required:
    • sn_privacy_case.privacy_case_analyst: Grants access to privacy case records.
    • sn_prm_gen_ai.user: Grants access to the Now Assist 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.

    About this task

    Important:
    This skill is turned on by default if you have Now Assist for Privacy Management installed. The skill is automatically available to appropriate role users for the application. For more information, see Now Assist skills, agents, and agentic workflows on by default.

    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 skill collects data from predefined fields and related lists across the privacy case record. This data is assembled into a prompt and sent to the configured large language model (LLM) service provider, which then returns a structured summary. You can edit and save the AI‑generated summary to the case record for future reference. All members of the Assignment group on a case record can view any summary that has been saved to that record.

    Important:
    Be sure to check AI-generated summaries for accuracy.

    If the Summarize option isn’t visible, an admin has to activate the skill from the Now Assist Admin console. For more information, refer to Activate the GRC case summarization skill.

    Procedure

    1. Navigate to Workspaces > Privacy Workspace.
    2. Select the List icon.
    3. Select All cases.
    4. Open the privacy case record that you want to summarize.
    5. Navigate to the Overview tab.
    6. Select Summarize.
      The summary is displayed. For a description of each section included in it, see Components of a privacy case summary.
    7. Optional: Review the summary and complete any of the following options.
      OptionDescription
      Edit or save the summary
      1. Select Share to case summary.
      2. Verify the AI-generated content in the modal for accuracy and make any edits.
      3. Select Save to case summary.

        Once saved to the case record, the summary appears in the Overview tab and in the Activity stream of the Details tab.
      View information about the summary

      Select the information icon (Info icon) next to Privacy case summarized by Now Assist to view a disclaimer about AI-generated content:

      "AI summarized this using the record details. Check it for accuracy."
      Expand or collapse the summary card

      Select View less to partially collapse the summary, or View more to expand it.

      Alternatively, select the Expand card icon () or Collapse card icon () next to Share to case summary to fully expand or collapse the summary.
      Provide feedback

      Select the helpful icon () for positive feedback. Select the not helpful icon () if the summary wasn't helpful.

      Note:
      User feedback doesn't affect future LLM outputs. It’s collected by ServiceNow® for internal quality monitoring only.
      Copy the summary

      Select the copy icon () to copy the summary to the clipboard.
      Regenerate the summary If you think that data might have changed after you viewed the summary, select the refresh icon to regenerate the summary information.

    What to do next

    The summary reflects case data at the time of generation. As the case progresses, regenerate the summary to capture the latest information, and save it to the record.