3619191 - Usage of Case Summary (Generative AI)

You have enabled Generative AI functional and noticed that when clicked on "Generate Summary", nothing happens on screen.

• Cloud for Customer Version 2
• Machine Learning for SAP Sales/Service Cloud
  
  

1. Log in to the tenant.
2. Navigate to Cases and search for the case where you want to try this feature.
3. Go to General and click on "Generate Summary."
4. Observe that no output appears on the screen.
   
   

Verify on the couple of points before usage of functionality :

• Generative AI-based case summary and classical Machine Learning-based case summary (under Intelligent Services) cannot be active simultaneously.
• If Generative AI-based case summary is activated, the other must be deactivated.
• Email interactions containing content in multiple languages make summary generation challenging.
• Insufficient transactions in the case can prevent summary generation.
  
  

1. Use either Generative AI-based case summary or classical Machine Learning-based case summary, but not both simultaneously.
2. Ensure the content in email interactions is in a single language.
   
   

Case Summary | SAP Help Portal

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