---
title: Summarize a case
description: Enable your agents to summarize the case details and to display this information on the case record by using the ServiceNow Otto for CSM case summarization skill.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/case-summarization-in-process-page.html
release: australia
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Workspace, Playbooks in Customer Service Management, Agent tools, Organize agent workspaces, Configure, Customer Service Management]
---

# Summarize a case

Enable your agents to summarize the case details and to display this information on the case record by using the ServiceNow Otto for CSM case summarization skill.

## Overview

The case summarization skill helps agents to come up to speed quickly on customer service cases. With this skill, agents can:

-   Quickly generate the summaries of the customer service cases to understand the case context.
-   Provide a summary of the actions taken and the resolution details.

## Generating a case summary

Agents can use the case summarization skill to generate a case summary that includes information from the following case record fields:

-   Short description
-   Description
-   Priority
-   State

The summary also includes information from the case activity stream. Agents generate a case summary by using the Case summary by Now Assist component on the case record in CRM Workspace.

**Note:** The case summary component appears below the playbook activity picker in the side panel in the process-based pages and it appears above the activity stream in the CSM default record page.

## Case summary by Now Assist component

In CRM Workspace, agents use the Case summary by Now Assist component to generate a summary. The case summary component is collapsed by default. When an agent generates a case summary by selecting **Summarize**, the component expands to display the summary information, including a description of the issue, the actions taken, and the next steps. For longer summaries, select **View more** and use the scroll bar to view the content. After generating a summary, the agent can:

-   Review the summary information and edit as needed.
-   Provide feedback on the generated summary.
-   Add the summary information to the case work notes.
-   Copy the summary information to the clipboard.