Resolve Assist – Auto Case Summarization & Agentic Resolution (pt1)

1. Auto Case Summarization (Always-On)

Auto Case Summarization ensures that every case entering SupportLogic already has clear, structured context — without requiring an agent to request or refresh a summary.

Unlike on-demand summaries, Auto Case Summarization runs continuously in the background.

What this means in practice

• New cases are summarized automatically shortly after creation in the CRM

• As cases evolve (new comments, updates, or field changes), summaries are incrementally refreshed

• Optional backfill allows historical cases to be summarized as well

Once enabled, both active and legacy cases become immediately understandable and searchable across Resolve Assist experiences.

Summaries are visible wherever Resolve Assist is available:

• SupportLogic Support Hub

• Embedded CRM case views (iFrames / plugins)

2. Clarity-Aware Case Understanding

As part of Auto Case Summarization, each case is evaluated for how clearly the problem is described.

SupportLogic assigns a Clarity Score, which indicates whether:

• The issue is well defined and ready for troubleshooting, or

• Additional information is needed before meaningful investigation can begin

This clarity signal is used internally by Resolve Assist to:

• Guide follow-up actions

• Trigger appropriate response drafts

• Determine when knowledge search and resolution guidance should be applied

3. Auto-Summaries Power Smarter Knowledge Discovery

When Auto Case Summarization is enabled, summaries are not just for reading they actively improve how knowledge is found and recommended.

Instead of relying on raw case text or keywords, Resolve Assist:

• Uses the summarized problem statement as the basis for matching

• Searches across cases, engineering tickets, and knowledge systems

• Continuously improves relevance as new cases are resolved

This results in:

• Fewer irrelevant recommendations

• More actionable guidance aligned to the real issue

• Better reuse of solutions discovered in past cases

The Knowledge Summary and recommended sources shown to agents are driven by this summarized understanding, not simple text matching.

Related Articles

• Resolve Assist – Case Summary & Knowledge Recommendations
• Resolve Assist – Auto Case Summarization & Agentic Resolution (pt2)