Generate activity stream responses

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

    • Generate recommendations for work notes or comments in a case record using Now Assist and add them to enhance the quality of your interactions with the user.

    Vorbereitungen

    These skills are inactive by default. Your administrator must enable the skills that you want to use.

    Role required: sn_esm_agent

    Prozedur

    1. Navigate to a case record in the CSM/FSM Configurable Workspace or Core UI where you want to generate work notes or comments using Now Assist.
    2. Select Compose, then select Compose Comments or Compose Work Notes from the drop down in front line case page.
      If you haven’t switched to the front line case page, you can also do the same actions in Work notes or Comments tabs.
      1. Select the Sparkle icon GenAI icon.
        The following four options appear:
        • Acknowledge task: Confirm receipt and understanding of the customer’s request or issue.
        • Follow up: Reconnect with the customer to check progress or ensure resolution.
        • Post response: Provide a clear, timely reply to the customer’s query or concern.
        • Summarize actions taken: Create a summary of all steps taken to resolve the case.
        Hinweis:
        The options display based on the configurations by your admin. Under work notes only 3 options are available – Post response, Summarize actions taken and Follow up.
      2. Select one of the options based on the type of response you want Now Assist to generate.
        The response appears in the Now Assist Context Menu (NACM).
      3. You can select the Refine menu and elaborate, shorten, or change the tone of the response.
    3. Select Insert.