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Use › Now Assist for Order Management › Sales Customer Relationship Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Summarize an order using Summarization for Order Management

Generate a summary of a complex order for faster, more accurate decision-making and improved customer responsiveness.

Before you begin

Note: When both the skills are active, the order capture skill takes precedence.

Role required: sn_ind_tmt_orm.order_agent, sn_ind_tmt_orm.order_fulfilment_agent

Procedure

  1. In the CSM Configurable Workspace, select the List
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view.

  1. Navigate to Customer Orders > All and select the order to summarize.

  2. In the Customer Order summary by Now Assist, select Summarize.

Image omitted: na-om-summarize-order.png
Customer order summary.
The Customer Order summary by Now Assist appears above the activity stream. The component is collapsed by default and expands to display the summary. For longer summaries that don't fit in the window, select **View more** and use the scroll bar to view the rest of the content.

**Note:** Generating and displaying the summary may take several seconds.
  1. When you're finished summarizing an order, you can add it to the work notes, expand or collapse it, provide feedback, copy it, or view information about it.
OptionProcedure
Save the summary information by adding it to the work notes
  1. Select Share to work notes.
  2. In the Share summary as Work notes dialog box, edit the summary.
  3. Select Save to work notes.
Expand or collapse the summarySelect the expand card icon
Image omitted: icon-expand.png
or the collapse card icon \[Omitted image "icon-collapse.png"\] Alt text: to see more details or fewer summary details.
Provide feedback for the summaryIf you think that the summary was helpful, select the helpful icon
Image omitted: icon-helpful.png
. If you think that the summary wasn’t helpful, select the not helpful icon \[Omitted image "icon-not-helpful.png"\] Alt text:.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 order summarySelect the copy to clipboard icon
Image omitted: icon-copy.png
to use the order summary information for another purpose, such as pasting into an email.
View the information about the order summaryIf you want to check details about the summary, select the more info icon
Image omitted: icon-more-info.png
.

Parent Topic:Using Now Assist for Order Management