Configure resolution notes generation

  • Release version: Yokohama
  • Updated July 31, 2025
  • 2 minutes to read

    • Configure the Resolution Notes skill to create concise summaries of case resolutions, helping agents to quickly understand resolution details and support future similar interactions using notes generated by Now Assist.

    Before you begin

    Role required: admin

    Case resolution notes are generated from the information that you enter in the following fields:
    • Short Description
    • Description
    • Work Notes
    • Additional Comments

    Any modifications to the names or labels of these fields can result in issues with notes generation.

    Note:
    It is recommended to revert to the default field name and field label for the affected fields. To remove incompatible fields from summarization, ensure a copy of the skill has been created, as not all fields are removable/configurable.

    Procedure

    1. Navigate to Admin > Now Assist Admin > Skills.
    2. Select the Customer workflow, and CSM as the product.
    3. Activate Skill for the Resolution Notes Generation skill.
      Each skill has a guided setup with multiple steps. A check symbol next to each step indicates whether its setup is complete, partially complete, or incomplete. After configuring a step, select Save and continue to move forward, or Back to return to a previous step.
    4. Select Choose Input and review the tables and fields to create prompts that determines where data is pulled from.
      Note:
      You cannot modify the input data source.
      Table 1. Inputs for the resolution notes generation skill
      Input Description
      Input table Case [sn_customerservice_case]
      Input fields
      • Description
      • Short description
      • Work notes
      • Additional comments
      • Email
    5. Select Define Triggers and switch the toggle to require user input before resolution notes are created.
    6. Select Define Availability to customize how and when the skill capability is active and accessible.
      • Select Skill is always available so no restrictions are placed on when a skill is available.
      • Select Customize skill availability to define conditions and use the condition builder to configure fields and values.
    7. Select Define access to determine who can access this skill.

      By selecting specific roles, you're controlling who can use it. The roles you choose will also be available in the next step Select display.

      Default and Custom Roles:
      • If no changes are made, the default role sn_esm_agent will automatically appear in Define Access and Select Display.
      • If custom roles were added before the upgrade, they’ll be updated automatically by a script.
      • If new roles are created after the upgrade, you’ll need to manually add them in both the Define Access and Select Display.
        Note:
        In the Select Display step, you can only choose roles that were added in the Define Access step. If you add a role in Define Access, you still need to manually select it in Select Display to make it active.
    8. Select Display to determine where the resolution notes appear.
      • Select In-product desktop to display Now Assist skills on forms and workspaces.
      • Select Now Assist panel to display Now Assist skills in the Now Assist panel.
    9. After selecting Review and Activate to examine changes, select Done to close the Resolution Notes Generation settings.
    10. Select Activate to turn on the skill for agents and complete the configuration.
      Skill is activated for agents and a success modal shows up with the option to Return to CSM and to Go to Now Assist content menu.
    11. Select Go to Now Assist context menu to configure the activity response generation skill's Now Assist Context Menu in Now Assist Experience.