Summarize a service problem case using ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\)

---
title: Summarize a service problem case using ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\)
description: Generate a summary from the fields that you selected on the service problem case record. Quickly understand the case context by using the service problem case summarization skill in the ServiceNow Otto for TMT application.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/telecom-media-technology/now-assist-tmt-summarize-case.html
release: brazil
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Diagnose and resolve a service problem case, Use, Customer Service Problem Management, Telecommunications, Media, and Technology \(TMT\)]
---

# Summarize a service problem case using ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\)

Generate a summary from the fields that you selected on the service problem case record. Quickly understand the case context by using the service problem case summarization skill in the ServiceNow Otto for TMT application.

## Before you begin

Role required: sn\_customerservice\_agent, sn\_customerservice.consumer\_agent

## About this task

The service problem case summarization skill provides you with a concise summary of a service problem case, including the issue, actions taken, and resolution details. With this skill, you can do the following tasks:

-   Generate an initial summary of a service problem case so that you can understand the service problem case context.
-   Summarize all the work that has been done on a service problem case.

The service problem case summarization skill is available in CRM Workspace and in Core UI.

-   In CRM Workspace, you use the Service Problem Case summary by ServiceNow Otto component to generate a summary. This component appears below the Case highlights card.
-   In Core UI, you select the **Summarize** button on the service problem case record to generate a summary.

The service problem case summarization skill checks the service problem case record to determine if there is enough information available to create a summary:

-   When an agent opens the service problem case record
-   When an agent refreshes the service problem case record page

If there is enough data, the Service Problem Case summary component displays the **Summarize** button. If there is not enough data, the component displays a message in place of the button.

**Note:** The service problem case summarization skill requires a minimum 50 words in the case record to generate the summary.

## Procedure

1.  Navigate to **Workspaces** > **CRM Workspace** > **Lists** > **Service Problem Case**.

2.  Open a service problem case.

3.  In the Service Problem Case summary by ServiceNow Otto component, select **Summarize**.

    The Service Problem Case summary by ServiceNow Otto component appears below the Case highlights card. 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.

4.  After you're finished summarizing a service problem case, manage the results.

<table id="choicetable_md1_nyf_xyb"><thead><tr><th align="left" id="d41483e167">

Option

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Procedure

</th></tr></thead><tbody><tr><td id="d41483e176">

**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="d41483e206">

**Provide feedback for the summary**

</td><td>

-   If you think that the service problem case 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="d41483e239">

**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 service problem case summary information for another purpose, such as pasting into an email.

</td></tr><tr><td id="d41483e254">

**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>