Case Summarization is a generative AI skill that produces a concise summary of a customer service case. It synthesizes key details such as the issue, steps taken, and outcome from the case record. This allows agents to understand the full context efficiently without reading the entire activity feed. It’s especially valuable during escalations, handoffs, or when returning to older cases. See more here: https://www.servicenow.com/community/csm-articles/now-assist-for-csm-case-summarization/ta-p/3346546