---
title: Summarize the linked records using ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\)
description: Generate a comprehensive summary of the service problem case records that you have linked on the Alternative Dispute Resolution \(ADR\) case. Quickly understand case details linked to a customer complaint using the comprehensive summary of linked records skill in the ServiceNow Otto for TMT application.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/telecom-media-technology/now-assist-for-telecom-media-and-technology/now-assist-tmt-summarize-linked-record.html
release: australia
product: Now Assist for Telecom, Media and Technology
classification: now-assist-for-telecom-media-and-technology
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Use generative AI skills, ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\), Telecommunications, Media, and Technology \(TMT\)]
---

# Summarize the linked records using ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\)

Generate a comprehensive summary of the service problem case records that you have linked on the Alternative Dispute Resolution \(ADR\) case. Quickly understand case details linked to a customer complaint using the comprehensive summary of linked records skill in the ServiceNow Otto for TMT application.

## Before you begin

Role required: sn\_telco\_adr\_mgmt.manager

## About this task

The comprehensive summary of linked records skill provides you with a summary of the service problem cases that are linked to the customer dispute. You can use this skill to generate the **Key findings** field information in the Investigate stage in the ADR case creation.

The service problem case summarization skill is available in CSM/FSM Configurable Workspace. In CSM/FSM Configurable Workspace, you can use the ADR Complaint summary by ServiceNow Otto component to generate a summary. This component appears on the Analyze linked facts card in the Investigate stage of the ADR case record.

## Procedure

1.  Navigate to **Workspaces** > **CSM/FSM Configurable Workspace** > **Lists** > **Alternative Dispute Resolution** > **All**.

2.  Open the ADR case record that you’re working on.

3.  Select Investigate stage.

4.  On the Analyze linked facts activity, in the ADR Complaint summary by ServiceNow Otto component, select **Summarize**.

    The ADR Complaint summary by ServiceNow Otto component appears and generates the summary.

    **Note:** Generating and displaying the summary may take several seconds.

5.  After you're finished summarizing the key findings, manage the results.

<table id="choicetable_md1_nyf_xyb"><thead><tr><th align="left" id="d27690e133">

Option

</th><th align="left" id="d27690e136">

Procedure

</th></tr></thead><tbody><tr><td id="d27690e142">

**View more or less summary details**

</td><td>

-   To see more details summary details, select the View more icon \(\[Omitted image "icon-expand.png"\] Alt text: Expand card icon.\).
-   To see fewer summary details, select the View less icon \(\[Omitted image "icon-collapse.png"\] Alt text: Collapse card icon.\).


</td></tr><tr><td id="d27690e172">

**Provide feedback for the summary**

</td><td>

-   If you think that the comprehensive summary was helpful, select the helpful icon \(\[Omitted image "icon-helpful.png"\] Alt text: 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. The system gathers the feedback on each generated summary and stores it in the generative AI logs \(sys\_generative\_ai\_log\_list.do\).

</td></tr><tr><td id="d27690e205">

**Copy the case summary**

</td><td>

Select the copy to clipboard icon \(\[Omitted image "icon-copy.png"\] Alt text: Copy to clipboard icon.\) to use the comprehensive summary information for another purpose, such as pasting into an email.

</td></tr><tr><td id="d27690e220">

**View the information about the case summary**

</td><td>

To check some details about the summary, select the more info icon \(\[Omitted image "icon-more-info.png"\] Alt text: More info icon.\).

</td></tr></tbody>
</table>6.  Review the summary, and then select **Share to key findings**.

7.  Select **Save to key findings**, to add the summary in the **Key findings** field.


## What to do next

Complete the remaining steps to execute the ADR case record. To learn more, see [Create a Customer Dispute Management case](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/telecom-media-technology/create-adr-case-record.md).

**Parent Topic:**[Using ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/telecom-media-technology/now-assist-for-telecom-media-and-technology/now-assist-spm-using.md)