Summarize a Sidebar discussion by using Now Assist for IT Service Management (ITSM)

Generate a summary of Sidebar discussions between agents, requesters, and subject matter experts by using the Sidebar discussion summarization skill in the Now Assist for IT Service Management (ITSM) application.

Before you begin

• Next Experience must be enabled to summarize Sidebar discussions in Core UI. For more information, see Considerations for activating Next Experience.
• The Sidebar Chat Summarization skill must be enabled. For more information, see Activate a Now Assist skill.

Role required: itil

About this task

You can do these actions by using the Sidebar discussion summarization skill:

• Summarize the Sidebar discussion at any point during the discussion.
• 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 Technology group.

You can use Sidebar discussion summarization for any task table that you have enabled Sidebar on.

Summarizing Sidebar chats integrated with Microsoft Teams is supported. For more information, see Sidebar and Microsoft Teams.

Procedure

1. Navigate to Workspaces > Service Operations Workspace and open an incident that supports Sidebar discussion and summarization.
2. Choose an existing discussion, or start a new discussion.
3. Generate a summary of the Sidebar discussion during the conversation either by either entering /Summarize in the Active Sidebar discussion window, or by selecting the quick action icon and selecting Summarize.

   

   The Sidebar discussion summary appears in the Discussion that is summarized by the Now Assist modal.
4. Add the summary to the incident work notes, and provide feedback about it.

   Option	Procedure
   Save the summary information by adding it to the incident work notes	Select Share to Work notes. In the Share Incident summary as Work notes dialog box, edit the summary, if needed. Select Save to Work notes.
   Provide feedback for the summary	If you'd like to provide feedback, select either the helpful icon (), or the not helpful icon () This feedback improves the generative AI model and can help to improve 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).