---
title: Refine an investigative case narrative using the ServiceNow Otto for PSDS Investigative case narrative refinement skill
description: Review text and surface gaps, inconsistencies, and tone issues before a case narrative is submitted for supervisory review.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/government-industry/psds-using-na-refine-icm-case-narrative.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Use generative AI skills, ServiceNow Otto for PSDS, Public Sector Digital Services \(PSDS\)]
---

# Refine an investigative case narrative using the ServiceNow Otto for PSDS Investigative case narrative refinement skill

Review text and surface gaps, inconsistencies, and tone issues before a case narrative is submitted for supervisory review.

## Before you begin

Role required: admin

## Procedure

1.  Navigate to the CRM Workspace and select **My active cases**.

    Alternatively, you can select a case using the CRM Workspace Lists menu by selecting **Lists** > **Investigative Cases** > **All** and selecting the case.

2.  Select the case you wish to refine the narrative details for.

3.  Select the **Narrative** tab.

4.  In the Case Narrative field, highlight some or all of the case narrative text.

    The AI sparkle icon \(\[Omitted image "bus-ai-sparkle.svg"\] Alt text: sparkle icon\) should automatically appear.

5.  Select the AI sparkle icon \(\[Omitted image "bus-ai-sparkle.svg"\] Alt text: sparkle icon\) and select one of the following

    |Case narrative refinement skill options|Action|
    |---------------------------------------|------|
    |**Change Tone**|Change the narrative tone to casual or formal.|
    |**Elaborate**|Expand, enhance, and refine existing narrative text using case context and activity.|
    |**Shorten**|Condense, summarize, or rephrase long narrative text into a shorter, more concise version.|

    \[Omitted image "psds-narrative-skill-activated.png"\] Alt text: case narrative refinement skill view

6.  Upon selection of the tone, the skill will open a modal with the refined text, and you have the option to insert or reject the suggestion.

7.  To accept the suggestion, select **Insert**

8.  Select **Save**.


## Result

The case narrative has been edited and refined. A log of edits attached to the users name appears in the activity stream, where team members assigned to the case can see a running log of what information was added and when. This is helpful if there are multiple investigators and other personas involved in the case. The case narrative can be edited and added to at any time as new details, leads, and context become available.