Suggested steps generation in Now Assist for Customer Service Management (CSM)

  • Release version: Xanadu
  • Updated April 1, 2025
  • 1 minute to read

    • Generate suggested steps automatically by analyzing clusters of closed cases with similar case resolution in the Now Assist for Customer Service Management (CSM) application.

    Before you begin

    Role required: sn_esm_agent

    About this task

    Data from the short description field and the filter conditions set in the case input table is used to generate the suggested actions based on similar past resolved cases.

    Procedure

    1. Navigate to Workspaces > CSM/FSM Configurable Workspace.
    2. Using the List icon icon for seeing the list of cases, open a case that is not in Closed or Complete state.
    3. Select the Recommendations icon in the right panel.
      The Recommended actions tab displays.
    4. In the Suggested steps by Now Assist card, select Generate.
      The steps to resolve the case appears in the Recommendations window in the case record. This action may take a few minutes.
      Figure 1. Suggested steps by Now Assist
      Suggested steps by Now Assist to resolve the issue