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Configure › Now Assist for Workplace Service Delivery \(WSD\) › Workplace Service Delivery › Employee Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Configure the Workplace Case Summarization Skill

As an admin, you can customize the Workplace Case Summarization skill to include additional fields for the case summary.

Before you begin

Role required: admin

Procedure

  1. Navigate to All > Now Asisst Admin > Skills.

  2. On the Now Assist Skills tab, select Employee, then select WSD.

  3. Create a copy of the Workplace Case Summarization skill for customization.

  4. From the context menu of the newly created skill, select Edit.

  5. Edit any of the following sections based on your requirement.

SectionDescription
General detailsYou can edit basic information about the skill like the name, workflow, LLM, and skill template.
Choose inputYou can select the fields to be included as an input for the summarization skill. For example, you can add the start and end time fields as an input to the summary.You can customize inputs for every state of the case like new, work in progress, or resolved. For more information about customizing the input fields, see Configure case or incident summarization in the Now Assist Admin console.
Customize promptYou can add or remove sections that are included in the generated summary. You can customize the prompts for every state of the case like new, work in progress, or resolved.For more information about customizing the prompt output, see Configure case or incident summarization in the Now Assist Admin console.
Role attributionYou can select the table, fields for the requester and fulfiller, and fulfiller roles for the skill.
Define availabilityYou can customize whether the skill is available by default, or only available based on the configured conditions. For more information about the availability, see Activate a Now Assist skill
Define accessYou can add roles to provide access to summarize a case. For example, `sn_wsd_core.workplace_manager`.
Select displayYou can configure where the case summarization feature is displayed. For more information about configuring the display, see Activate a Now Assist skill
  1. After you make your changes, save the skill and exit.