Use generative AI skills › Now Assist for HR Service Delivery \(HRSD\) › HR Service Delivery › Employee Service Management

Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Summarize an HR case using Now Assist for HRSD

Quickly understand the case context and respond to inquiries by using the case summarization skill.

Before you begin

Configure Now Assist for HR Service Delivery (HRSD).

Role required: sn_hr_core.case_writer

About this task

You can use the case summarization skill in either Core UI or Agent Workspace for HR Case Management.

In Core UI, the summary appears in a banner in the case record.
In Agent Workspace for HR Case Management, the summary is generated in the Details tab.

Important: This generative AI skill is turned on by default. The skill will be automatically available to appropriate role users for the application. For more information, see Now Assist skills, agents, and agentic workflows on by default.

You can make a copy of this skill to configure it to meet your business needs. For more information, see Make a copy of a Now Assist skill.

Procedure

Navigate to Agent Workspace for HRSD.
In Workspace, open an HR case that is assigned to you.
Select Summarize.
Review the summary details.

Image omitted: case-summarization2.png
Case summary that is shown in Workspace. It lists the issue and actions taken.

A concise summary of a case, including the issue, actions taken, SLA, attachments, and resolution information appears. The information that is displayed is based on the state of the case:

-   Draft or Ready: Issue
-   Work in progress: Issue and Actions taken
-   Awaiting acceptance, Awaiting approval, Closed complete, or Closed incomplete: Issue, Actions taken, and Resolution
-   Canceled or Suspended: Summary isn’t visible

When you finish summarizing a case, you can add it to the work notes, expand or collapse it, provide feedback, copy it, or view information about it.

Option	Procedure
Save the summary information by adding it to the case work notes	Select Share. In the Share to work notes dialog box, edit the summary. Select Save to Work notes.
Expand or collapse the summary	Select the Show more or Show less button to see more or fewer summary details.
Provide feedback for the summary	If you think that the summary was helpful, select the helpful icon \( Image omitted: icon-helpful.png Helpful icon.\). If you think that the summary wasn’t helpful, select the not helpful icon \(\[Omitted image "icon-not-helpful.png"\] Alt text: Not helpful icon.\).This feedback improves the generative AI model and can help to improve the future versions of this skill.
Copy the case summary	Select the copy icon \( Image omitted: icon-copy.png Copy to clipboard icon.\) to use the case summary information for another purpose, such as pasting into an email.
View the information about the case summary	If you want to check some details about the summary, select the more info icon \( Image omitted: icon-more-info.png More info icon.\).