Create a case based on service definition recommendations

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

    • Use Now Assist to view AI-predicted service recommendations based on the context of an interaction record, such as the short description or description, and create cases based on these recommendations.

    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 an interaction record in the CSM/FSM Configurable Workspace or Core UI where you want to create a case based on a service recommendation using Now Assist.
    2. Select Create Case.
      The case type selector modal displays, with the AI predictions section at the top of the modal.
    3. Select a service from the AI predictions, and then select Create case.
      A case is created for the selected service.