Generate resolution notes for Alternative Dispute Resolution case using Now Assist for TMT

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • Generate the resolution notes for an Alternative Dispute Resolution (ADR) case by using the resolution notes generation for ADR skill in the Now Assist for TMT application.

    Antes de Iniciar

    Role required: sn_telco_adr_mgmt.manager

    Por Que e Quando Desempenhar Esta Tarefa

    The resolution notes generation for ADR skill enables you to generate resolution for the customer dispute in the ADR case record. You can propose this resolution to the customer and get the customer feedback.

    Procedimento

    1. Navigate to Workspaces > CSM/FSM Configurable Workspace > Lists > Alternaive Dispute Resolution > All.
    2. Open the ADR case that you're working on.
    3. Select Resolution stage.
    4. In the Propose resolution plan activity, navigate to the Resolution notes field.
    5. Select the Now Assist icon (Now Assist Icon.).
      The Now Assist component appears and displays the resolution plan.
      Nota:
      Generating and displaying the details may take several seconds.
    6. Opcional: After you're finished summarizing the key findings, manage the results.
      OptionProcedure
      Provide feedback for the summary
      • If you think that the resolution plan was helpful, select the helpful icon (Helpful icon.).
      • If you think that the resolution plan wasn’t helpful, select the not helpful icon (Not helpful icon.).

      This feedback improves the generative AI model and can help to improve the future versions of this skill. The system gathers the feedback on each generated summary and stores it in the generative AI logs (sys_generative_ai_log_list.do).
      Copy the case summary Select the copy to clipboard icon (Copy to clipboard icon.) to use the resolution plan for another purpose, such as pasting into an email.
      View the information about the case summary To check some details about the resolution plan, select the more info icon (More info icon.).
    7. Select Insert to add the generated content to the Resolution notes field.

    O que Fazer Depois

    Complete the remaining steps to execute the ADR case record. To learn more, see Create an Alternative Dispute Resolution case.