The out-of-the-box Complaint Case Summarization is a Now Assist skill which generates summaries across new, work-in-progress, and resolved complaint cases, but you may need to tailor it for your organization. This video walks through how to customize the skill: modifying prompt variants, adding custom fields to the summary output, etc. To see this skill working together with agentic capabilities, refer to this feature short on AI-Powered Complaint Case Management in ServiceNow: https://youtu.be/a0yw8JfcYQ8 To understand the configuration of this skill, watch this short video: https://youtu.be/Bekj7t2r9Jw Understand the data relationships and best practices for grounding the AI-Powered complaint case management, from our CRM AI Academy Series Webinar here: https://www.youtube.com/watch?v=AMok9DcGUbw For more information, refer to our docs: https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/acc-complaint-case-handling-agentic-wkfl.html