Case Insights in Customer Service Management brings case context, customer context, trending topics, agentic triggers and critical account alerts together in one card on the case record page. This video walks through how to activate its underlining skills and what they look like when in use correctly, in Workspace. Case summarization generates a summary of the reported issue, updates on actions taken, and SLA status. Customer summarization surfaces account details like average handle time, CSAT, entitlements, shortcuts to all interactions and cases. Special handling notes flags important account or case information, like VIP status or compliance requirements, directly in the card. Each skill turns on independently, so you can activate one, two, or all three depending on your rollout. Ask AI triggers the "Provide customers 360 insights" agentic workflow with pre-made prompts available to be promoted. Learn more through our Community article: https://www.servicenow.com/community/csm-articles/servicenow-otto-for-csm-case-summarization/ta-p/3346546