Generate service summary for a product inventory using Now Assist for Telecommunications, Media and Technology (TMT)

  • Release version: Yokohama
  • Updated July 31, 2025
  • 1 minute to read

    • Summarize the service details mentioning the current situation, any critical actions to be taken and find the root cause indicators using the knowledge graph and service summary skill.

    Before you begin

    Role required: admin

    About this task

    The customer service summary skill provides you with a concise summary of a sold product, including the current situation, root cause indicators, critical actions, resolution tasks, and resolution details.

    The customer service summary skill is available in CSM/FSM Configurable Workspace, you use the customer service summary skill by Now Assist component to generate a summary.

    Install the Customer Service with Service Management (com.sn_cs_sm) plugin to display the activate button for customer service summary skills.

    If there’s enough data, the customer service summary component displays the Generate service summary button.

    Procedure

    1. Navigate to Workspaces > CSM/FSM Configurable Workspace > Lists > Service Problem Case.
    2. Open a service problem case.
    3. In the Verify tab, select Service details.
    4. In the Service details, select Generate service summary.
      generate service summary.
      Note:
      Generating and displaying the summary may take several seconds.
    5. Optional: After you're finished summarizing the service, manage the results.
      OptionProcedure
      View more or less summary details
      • To see more details summary details, select the View more icon (Expand card icon.).
      • To see fewer summary details, select the View less icon (Collapse card icon.).
      Provide feedback for the summary
      • If you think that the service 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. The system gathers the feedback on each generated summary and stores it in the generative AI logs (sys_generative_ai_log_list.do).
      Copy the service summary Select the copy to clipboard icon (Copy to clipboard icon.) to use the service summary information for another purpose, such as pasting into an email.
      View the information about the case summary To check some details about the service summary, select the more info icon (More info icon.).