Summary card states
Summary card  ·  HR Agent Workspace  ·  How the card behaves from first open through refresh and share
On open · Summary ready
HR Benefits case summarized by Now Assist
Issue:
The employee requested a workstation accommodation for a repetitive strain injury, supported by a physiotherapist's recommendation.
Key Actions Taken:
  • Ergonomic assessment requested with facilities; interim guidance shared with the employee.
  • Manager notified of the assessment and expected timeline.
Next Steps:
  • Await assessment report and confirm equipment procurement path.
  • Escalate to HR Tier 2 if equipment falls outside standard provisioning.
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3 comments· work notes· 1 KB article
Generated by Now Assist. Check for accuracy.Updated 25 Nov, 09:14
On return · New activity flagged
HR Benefits case summarized by Now Assist
New activity since last summary: 2 comments, 1 work note
Issue:
The employee requested a workstation accommodation for a repetitive strain injury, supported by a physiotherapist's recommendation.
Key Actions Taken:
  • Ergonomic assessment requested with facilities; interim guidance shared with the employee.
  • Manager notified of the assessment and expected timeline.
Next Steps:
  • Await assessment report and confirm equipment procurement path.
  • Escalate to HR Tier 2 if equipment falls outside standard provisioning.
Show more
3 comments· work notes· 1 KB article
Generated by Now Assist. Check for accuracy.Updated 25 Nov, 09:14
1
After refresh
After refresh · Changes marked
HR Benefits case summarized by Now Assist
Issue:
The employee requested a workstation accommodation for a repetitive strain injury, supported by a physiotherapist's recommendation.
Key Actions Taken:
  • Ergonomic assessment requested with facilities, marked as priority given active pain reported in follow-up.
  • Manager notified of the assessment and expected timeline.
  • Employee confirmed reduced hours on medical advice pending assessment.
Next Steps:
  • Await assessment report and confirm equipment procurement path.
  • Follow up with employee and manager once recommended changes are in place.
  • Escalate to HR Tier 2 if equipment falls outside standard provisioning.
Show more
5 comments· 2 work notes· 1 KB article
Generated by Now Assist. Check for accuracy.Updated 25 Nov, 11:42
2
On share · Into the activity stream
Share to work notes

Check the AI-generated summary for accuracy and make any needed edits before saving. The original case summary from Now Assist remains accessible.

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Issue: The employee requested a workstation accommodation for a repetitive strain injury, supported by a physiotherapist's recommendation.

Key Actions Taken:
  • Ergonomic assessment requested; interim guidance shared with the employee.
  • Manager notified of the assessment and expected timeline.
Next Steps:
  • Await assessment report and confirm equipment procurement path.
  • Escalate to HR Tier 2 if equipment falls outside stan...
3
1
Freshness signal
Agents did not miss updates. They concluded the feature was unreliable.
A summary that looks identical after new activity arrives does not feel stale. It feels broken. The update strip had to be impossible to overlook during real work, not just present in the UI.
2
Change visibility
Highlighting only what is new reduced the verification load
Agents wanted to see what changed, not compare the entire summary against memory. Marking only the additions, kept visible long enough to catch during real work, made the refresh feel trustworthy.
3
Provenance at the moment of sharing
The authorship record is created here, not downstream
Saving triggers the permanent chip on the work note. The fulfiller can edit the content before saving. Whatever they choose, the record reflects it. That is what makes the chain trustworthy across handoffs.
Freshness, change visibility, and safe sharing. The card does three jobs: orient the fulfiller the moment a case opens, signal when the case has moved on, and mark exactly what changed. Each had to work before agents would trust the summary enough to share it.