Generate the resolution notes for a case in the classic environment by using Now Assist for HR Service Delivery (HRSD)

  • Release version: Washingtondc
  • Updated June 7, 2024
  • 1 minute to read

    • Automatically update the case resolution notes in Now Assist for HR Service Delivery (HRSD). You can improve the quality of the resolution notes in the classic environment by providing a summary of the steps that were taken to resolve the case.

    Before you begin

    Role required: sn_hr_core.case_writer

    Procedure

    1. Navigate to Agent Workspace for HRSD.
    2. In the classic environment, open an HR case that is assigned to you.
    3. Write a minimum of 200 words on the case so that generative AI can generate the resolution notes automatically.
      Note:
      To view the input fields for the resolution notes skills, see Skill inputs and triggers for Now Assist for HR Service Delivery (HRSD).
    4. Generate the resolution notes by changing the current state from a state other than Closed Complete to Closed Complete.
      Note:
      The AI-generated resolution notes appear. The AI indicator disappears when you make edits to the notes.
    5. Select Add notes.
      Note:
      The notes are not saved but are changed to Close Complete and are stored in the work notes field.

    Result

    The AI-generated notes are added.

    Note:
    You can also copy the resolution notes. If you select Skip notes, the state field remains in Closed Complete and the case isn't saved. Also, you can discard your changes by leaving the form.