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

  • Release version: Washingtondc
  • Updated May 26, 2024
  • 1 minute to read

    • Automatically update the case resolution notes in the Now Assist for HR Service Delivery (HRSD) application. You can improve the quality of the resolution notes 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 Workspace, 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 review the inputs fields for the Resolution notes skills in the Now Assist Admin console, see Skill inputs and triggers for Now Assist for HR Service Delivery (HRSD).
    4. After you finish working on the case, change the state of the case to Closed Complete.Add resolution notes window that appears when the state of the case is changed to Closed Complete.
    5. Add the AI-generated resolution notes to the case by selecting Add notes.
      AI-generated resolution notes appear.
      • When you select Skip notes, the state field remains as Closed Complete.
        Note:
        The case isn't saved yet. Also, you can discard your changes by leaving the form.
      • Select Add notes.
        Note:
        You can copy the resolution notes by selecting Copy to clipboard.

    Result

    The AI-generated resolution notes appear. You can edit, copy, skip, or add them to the case. The Add resolution notes window also appears if you close the case by selecting the Closed Complete button.