Configure Sidebar Summarization
Configure sidebar summarization to generate summaries of sidebar discussions for quick agent understanding, allowing for faster collaboration.
Before you begin
Role required: admin
Sidebar summarization is generated from the information within selected tables containing specific case, incident, or interaction information.
Procedure
Navigate to Admin > Now Assist Admin > Skills.
Select the Customer workflow, and CSM as the product.
Activate Skill for the Sidebar Summarization skill.
Each skill has a guided setup with multiple steps. A check symbol next to each step indicates whether its setup is complete, partially complete, or incomplete. After configuring a step, select Save and continue to move forward, or Back to return to a previous step.
Select Define triggers and switch the toggles to choose how and when the summarization is configured.
Trigger Description Quick action Sidebar summary that is generated when the live agent performs the /summarizequick action.You can also select toggle a property that controls how a sidebar summary is displayed.
Property Description Bulleted list Sidebar summary as an unordered list. Select Choose tables to select the tables from which summaries for Sidebar discussions are generated.
Tables that are added in Default Table Name section, like the Case table and Task table are available by default, and are automatically populated. The default table names check boxes associated to the tables are pre-checked and inactive.
Note: An admin can only select or deselect the tables added within the Table Names section.
Any tables available by default or customized must be added to one of the Choose tables section based on the preferred configurations.
- Table Names contains a list of all the table names that are required for the sidebar summarization skill.
- Default Table Name only contains tables that you want pre-checked.
Enabled Table Names can have the same value as the Default Table Names and must be in Active state from the beginning.
Note: The Default Table Names and Enabled Table Names are a subset of Table Names and can't be modified by the user.
Label Name Change Phase change_phase Change Request change_request IMAC change_request_imac Change Task change_task Chat Queue Entry chat_queue_entry Incident incident Incident Task incident_task Interaction interaction Knowledge Feedback Task kb_feedback_task Problem problem Problem Task problem_task Request sc_request Requested Item sc_req_item Catalog Task sc_task Standard Change Proposal std_change_proposal Select Define access to determine who can access this skill.
By selecting specific roles, you're controlling who can use it. The roles you choose will also be available in the next step Select display.
Default and Custom Roles:
- If no changes are made, the default role sn_customerservice_agent or sn_customerservice.consumer_agent will automatically appear in Define Access and Select Display.
- If custom roles were added before the upgrade, they’ll be updated automatically by a script.
If new roles are created after the upgrade, you must manually add them in both the Define Access and Select Display.
Note: In the Select Display step, you can only choose roles that were added in the Define Access step. If you add a role in Define Access, you still must manually select it in Select Display to make it active.
Toggle Select display to determine if sidebar summarization appears in In-product desktop, displaying Now Assist skills on forms and workspaces.
After selecting Review and Activate to examine changes, select Done to close the sidebar summarization generation settings.
Select Activate to turn on the skill for agents and complete the configuration.