SAP Knowledge Base Article - Public

3320906 - Machine Learning - Case Summarization is not working


The case summarization scenario in Machine Learning is not working. No summary is generated in the case.



Reproducing the Issue

  1. Go to Cases.
  2. Search for your case and open it.
  3. Go to the tab Summary.

No summary is provided here.


For the case summarization to work, there have to be more than just a few interactions in the case. Usually, there is a back and forth between the service agent and the customer, which then results in a detailed communication and a summary.

If you are testing this scenario and for example only have one inbound and one outbound email, this is not sufficient to create a summary. 


Please ensure there is more communication / interactions in the case.


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SAP Sales Cloud and SAP Service Cloud Version 2 1.0