# Csm Case Summarization > Summarize CSM cases including timeline, interactions, resolution status, related tasks, and communications history - **Type:** Skill - **Install:** `agentstack add skill-happy-technologies-llc-happy-platform-skills-case-summarization` - **Verified:** Yes — security-reviewed for prompt injection and unsafe behavior - **Seller:** [Happy-Technologies-LLC](https://agentstack.voostack.com/s/happy-technologies-llc) - **Installs:** 0 - **Category:** [Agent Skills](https://agentstack.voostack.com/c/agent-skills) - **Latest version:** 0.1.0 - **License:** Apache-2.0 - **Upstream author:** [Happy-Technologies-LLC](https://github.com/Happy-Technologies-LLC) - **Source:** https://github.com/Happy-Technologies-LLC/happy-platform-skills/tree/main/skills/csm/case-summarization ## Install ```sh agentstack add skill-happy-technologies-llc-happy-platform-skills-case-summarization ``` Requires the [AgentStack CLI](https://agentstack.voostack.com/docs/cli). Works with Claude Code, Cursor, and any MCP-compatible agent. ## About # Case Summarization ## Overview This skill provides a structured approach to generating comprehensive summaries of Customer Service Management (CSM) cases in ServiceNow. It helps you: - Retrieve and consolidate all case details including contact, account, and product information - Build a chronological timeline of interactions, activities, and communications - Identify current resolution status and any pending actions - Summarize related tasks, child cases, and escalation history - Produce a concise executive summary suitable for handoffs or management review **When to use:** When a CSM agent needs a quick overview of a case for shift handover, escalation review, management reporting, or returning to a case after time away. ## Prerequisites - **Roles:** `sn_customerservice_agent`, `sn_customerservice_manager`, or `csm_admin` - **Access:** Read access to `sn_customerservice_case`, `interaction`, `sn_customerservice_task`, `sys_journal_field`, and `sys_email` tables - **Knowledge:** Familiarity with CSM case lifecycle states and your organization's case categories ## Procedure ### Step 1: Retrieve Core Case Details Fetch the primary case record with all relevant fields. **Using MCP (Claude Code/Desktop):** ``` Tool: SN-Read-Record Parameters: table_name: sn_customerservice_case sys_id: [case_sys_id] fields: number,short_description,description,state,priority,urgency,impact,category,subcategory,contact,account,consumer,product,asset,assigned_to,assignment_group,opened_at,opened_by,resolved_at,resolved_by,closed_at,closed_by,resolution_code,resolution_notes,escalation,severity,sla_due,business_duration,calendar_duration,reassignment_count,reopen_count,contact_type ``` If you only have the case number, search first: ``` Tool: SN-Query-Table Parameters: table_name: sn_customerservice_case query: number=CS0012345 fields: sys_id,number,short_description,description,state,priority,urgency,impact,category,subcategory,contact,account,consumer,product,asset,assigned_to,assignment_group,opened_at,resolved_at,closed_at,resolution_code,resolution_notes,escalation,severity,contact_type limit: 1 ``` **Using REST API:** ```bash GET /api/now/table/sn_customerservice_case?sysparm_query=number=CS0012345&sysparm_fields=sys_id,number,short_description,description,state,priority,urgency,impact,category,subcategory,contact,account,consumer,product,asset,assigned_to,assignment_group,opened_at,resolved_at,closed_at,resolution_code,resolution_notes,escalation,severity,contact_type&sysparm_limit=1&sysparm_display_value=true ``` ### Step 2: Retrieve Customer and Account Context Get the customer account and contact information to provide context. **Using MCP:** ``` Tool: SN-Query-Table Parameters: table_name: customer_account query: sys_id=[account_sys_id] fields: sys_id,name,number,account_code,industry,customer,notes,street,city,state,country,phone,customer_tier limit: 1 ``` ``` Tool: SN-Query-Table Parameters: table_name: customer_contact query: sys_id=[contact_sys_id] fields: sys_id,name,email,phone,title,account,timezone,preferred_contact_method limit: 1 ``` **Using REST API:** ```bash GET /api/now/table/customer_account/{account_sys_id}?sysparm_fields=sys_id,name,number,account_code,industry,customer_tier,phone&sysparm_display_value=true GET /api/now/table/customer_contact/{contact_sys_id}?sysparm_fields=sys_id,name,email,phone,title,preferred_contact_method&sysparm_display_value=true ``` ### Step 3: Gather Interaction History Retrieve all interactions (phone calls, chats, portal submissions) linked to the case. **Using MCP:** ``` Tool: SN-Query-Table Parameters: table_name: interaction query: parent=^ORDERBYDESCopened_at fields: sys_id,number,type,channel,state,opened_at,closed_at,short_description,assigned_to,direction,duration limit: 50 ``` **Using REST API:** ```bash GET /api/now/table/interaction?sysparm_query=parent=^ORDERBYDESCopened_at&sysparm_fields=sys_id,number,type,channel,state,opened_at,closed_at,short_description,assigned_to,direction,duration&sysparm_limit=50&sysparm_display_value=true ``` ### Step 4: Retrieve Case Activities and Work Notes Pull journal entries (work notes, additional comments) to build the activity timeline. **Using MCP:** ``` Tool: SN-Query-Table Parameters: table_name: sys_journal_field query: element_id=^element=work_notes^ORelement=comments^ORDERBYDESCsys_created_on fields: sys_id,element,value,sys_created_on,sys_created_by limit: 100 ``` **Using REST API:** ```bash GET /api/now/table/sys_journal_field?sysparm_query=element_id=^element=work_notes^ORelement=comments^ORDERBYDESCsys_created_on&sysparm_fields=sys_id,element,value,sys_created_on,sys_created_by&sysparm_limit=100 ``` ### Step 5: Check Related Tasks and Child Cases Identify any child tasks or related cases. **Using MCP:** ``` Tool: SN-Query-Table Parameters: table_name: sn_customerservice_task query: parent=^ORDERBYDESCsys_created_on fields: sys_id,number,short_description,state,assigned_to,assignment_group,priority,opened_at,closed_at limit: 20 ``` ``` Tool: SN-Query-Table Parameters: table_name: sn_customerservice_case query: parent=^ORDERBYDESCsys_created_on fields: sys_id,number,short_description,state,priority,opened_at,closed_at limit: 10 ``` **Using REST API:** ```bash GET /api/now/table/sn_customerservice_task?sysparm_query=parent=^ORDERBYDESCsys_created_on&sysparm_fields=sys_id,number,short_description,state,assigned_to,assignment_group,priority,opened_at,closed_at&sysparm_limit=20&sysparm_display_value=true GET /api/now/table/sn_customerservice_case?sysparm_query=parent=^ORDERBYDESCsys_created_on&sysparm_fields=sys_id,number,short_description,state,priority,opened_at,closed_at&sysparm_limit=10&sysparm_display_value=true ``` ### Step 6: Retrieve Email Communications Pull email records associated with the case. **Using MCP:** ``` Tool: SN-Query-Table Parameters: table_name: sys_email query: instance=^ORDERBYDESCsys_created_on fields: sys_id,subject,type,recipients,sys_created_on,sys_created_by,direct,content_type limit: 30 ``` **Using REST API:** ```bash GET /api/now/table/sys_email?sysparm_query=instance=^ORDERBYDESCsys_created_on&sysparm_fields=sys_id,subject,type,recipients,sys_created_on,sys_created_by,direct&sysparm_limit=30&sysparm_display_value=true ``` ### Step 7: Build the Case Summary Assemble all collected data into a structured summary: ``` === CASE SUMMARY === Case Number: CS0012345 Status: [state] | Priority: [priority] | Severity: [severity] Opened: [opened_at] | Duration: [business_duration] CUSTOMER CONTEXT: Account: [account_name] (Tier: [customer_tier]) Contact: [contact_name] | [email] | [phone] Product: [product] | Asset: [asset] Contact Method: [contact_type] ISSUE DESCRIPTION: [short_description] [description - first 500 chars] TIMELINE: (most recent first) [date] - [activity_type]: [summary_of_entry] [date] - [activity_type]: [summary_of_entry] ... INTERACTIONS: [count] total - [date] [channel] ([direction]): [short_description] - [state] ... RELATED TASKS: [count] total ([open_count] open, [closed_count] closed) - [task_number]: [short_description] - [state] ... EMAILS: [count] total ([inbound_count] inbound, [outbound_count] outbound) - [date] [type]: [subject] ... RESOLUTION STATUS: State: [state] Resolution Code: [resolution_code] Resolution Notes: [resolution_notes] Reassignment Count: [reassignment_count] Reopen Count: [reopen_count] KEY OBSERVATIONS: - [escalation status] - [SLA status] - [pending items] - [risk factors] ``` ## Tool Usage ### MCP Tools Reference | Tool | When to Use | |------|-------------| | `SN-NL-Search` | Natural language case lookup (e.g., "find open P1 cases for Acme Corp") | | `SN-Query-Table` | Structured queries across case, interaction, task, email tables | | `SN-Read-Record` | Retrieve a single record by sys_id with all fields | ### REST API Reference | Endpoint | Method | Purpose | |----------|--------|---------| | `/api/now/table/sn_customerservice_case` | GET | Query case records | | `/api/now/table/interaction` | GET | Retrieve case interactions | | `/api/now/table/sn_customerservice_task` | GET | Get related tasks | | `/api/now/table/sys_journal_field` | GET | Pull work notes and comments | | `/api/now/table/sys_email` | GET | Retrieve email communications | | `/api/now/table/customer_account` | GET | Customer account details | | `/api/now/table/customer_contact` | GET | Contact details | ## Best Practices - **Use display values:** Always pass `sysparm_display_value=true` in REST calls to get readable names instead of sys_ids - **Limit journal entries:** Work notes can be very long; summarize rather than including full text - **Check SLA status:** Always note if the case is approaching or has breached SLA targets - **Identify patterns:** Look for repeated reassignments or reopens as indicators of complexity - **Respect privacy:** Omit sensitive personal data from summaries shared with non-authorized personnel - **Note escalation history:** Highlight any escalation changes and the reasons behind them ## Troubleshooting ### "Case not found" **Cause:** Case number format incorrect or case is in a different scope **Solution:** Verify the prefix (CS vs CSM vs other) and check if the case exists in a different application scope. Try searching with `numberLIKECS001234`. ### "No interactions found" **Cause:** Interactions may be linked via a different relationship field **Solution:** Check the `parent` and `document_id` fields on interaction. Also query with `document=sn_customerservice_case^document_id=`. ### "Journal entries are empty" **Cause:** Journal fields are stored separately and may require explicit access **Solution:** Ensure your role has access to `sys_journal_field`. Try the case REST API with `sysparm_fields=work_notes,comments` which returns journal directly. ### "Cannot read customer account" **Cause:** Account record is in a restricted scope or has ACL restrictions **Solution:** Verify you have the `customer_account_read` or `sn_customerservice_agent` role. ## Examples ### Example 1: Open Case Summary for Shift Handover **Scenario:** Agent needs a quick summary of case CS0056789 before taking over from a colleague. **Step 1 - Get case:** ``` Tool: SN-Query-Table Parameters: table_name: sn_customerservice_case query: number=CS0056789 fields: sys_id,number,short_description,state,priority,category,contact,account,assigned_to,assignment_group,opened_at,escalation limit: 1 ``` **Step 2 - Get recent work notes:** ``` Tool: SN-Query-Table Parameters: table_name: sys_journal_field query: element_id=^element=work_notes^ORDERBYDESCsys_created_on fields: value,sys_created_on,sys_created_by limit: 10 ``` **Output Summary:** ``` CASE CS0056789 - SHIFT HANDOVER SUMMARY Status: In Progress | Priority: P2 | Escalation: Normal Customer: Acme Corp (Tier: Gold) | Contact: Jane Smith Issue: Unable to process returns through online portal Opened: 2026-03-15 09:30 | Age: 4 days RECENT ACTIVITY: - Mar 18: Agent reviewed portal logs, identified session timeout issue - Mar 17: Customer provided browser details and screenshots - Mar 16: Initial triage, assigned to Portal Support team - Mar 15: Case created via phone interaction PENDING: Awaiting fix deployment for session timeout bug (DEF0034521) ``` ### Example 2: Escalated Case Executive Summary **Scenario:** Manager requests a summary of all P1 escalated cases for a key account. ``` Tool: SN-Query-Table Parameters: table_name: sn_customerservice_case query: account=^priority=1^escalation!=0^stateNOT IN6,7 fields: number,short_description,state,priority,escalation,assigned_to,opened_at,sla_due limit: 10 ``` **Output:** ``` ESCALATED P1 CASES - GLOBEX CORPORATION Total: 3 active P1 cases 1. CS0045001 - Production API gateway returning 503 errors State: In Progress | Escalated: Level 2 | SLA Due: Mar 19 14:00 Owner: David Chen (Platform Support) 2. CS0045123 - Batch processing failure affecting invoicing State: Awaiting Info | Escalated: Level 1 | SLA Due: Mar 20 09:00 Owner: Sarah Kim (Data Services) 3. CS0045200 - SSO authentication failing intermittently State: In Progress | Escalated: Level 3 | SLA Due: Mar 19 10:00 Owner: Mike Johnson (Identity Team) RISK: CS0045200 is at Level 3 escalation with SLA due in 2 hours. ``` ## Related Skills - `csm/resolution-notes` - Generate resolution documentation for case closure - `csm/sentiment-analysis` - Analyze customer sentiment across case communications - `csm/activity-response` - Generate contextual responses for case activities - `itsm/incident-lifecycle` - Related incident management processes - `reporting/sla-analysis` - SLA tracking and reporting ## Source & license This open-source skill is cataloged on AgentStack and links to its original source — we do not rehost the code. - **Author:** [Happy-Technologies-LLC](https://github.com/Happy-Technologies-LLC) - **Source:** [Happy-Technologies-LLC/happy-platform-skills](https://github.com/Happy-Technologies-LLC/happy-platform-skills) - **License:** Apache-2.0 Install and usage instructions live in the source repository linked above. ## Pricing - **Free** — Free ## Security capabilities Automated source analysis of v0.1.0 — what this tool can access: - **Network access:** no - **Filesystem access:** no - **Shell / process execution:** no - **Environment & secrets:** no - **Dynamic code execution:** no *"Yes" means the capability is present in the source — more access means more to trust, not that it is unsafe.* ## Versions - **0.1.0** — security scan: passed — Imported from the upstream source. ## Links - Listing page: https://agentstack.voostack.com/l/skill-happy-technologies-llc-happy-platform-skills-case-summarization - Seller: https://agentstack.voostack.com/s/happy-technologies-llc - Browse the marketplace: https://agentstack.voostack.com/browse --- Listed on AgentStack — the marketplace for AI agent skills and MCP servers. 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