---
sourceDocument: Yokohama Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/customer-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Generate resolution notes in case form

# Generate resolution notes in case form {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use the Now Assist context menu in the resolution notes field of the case form in both Core UI (UI16) and Workspace to create resolution note.

## Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent

## About this task

In both the CSM Configurable Workspace and Core UI, you can generate resolution notes for a case by using the Now Assist context menu within the resolution notes field in the case form.  
An agent can do these actions by using the Now Assist icon ![]():

* Generate resolution notes based on the case context.
* Refine the recommendation by elaborating or shortening the content.
{#gen-resolution-notes-in-case-form__ul_z1s_rrc_1dc}  
Note:  
The case must be in the open state.

## Procedure

1. Navigate to WorkspacesCSM/FSM Configurable Workspace and open a customer service case that is in an open state.
2. Navigate to the Resolution notes field in the case form.
3. Select the Now Assist icon ![]().  
   Now Assist icon ![]() generates a recommended text that is based on the context of the case.  
   Figure 1. Generate resolution notes using the Now Assist icon
4. Select Insert to add the generated content into the resolution notes field.
5. **Optional:** Review the generated content and select Refine to modify the content.  
   You get the option to either elaborate or shorten the content as needed.  
   Figure 2. Refine resolution notes using the Now Assist icon
* **[Generate the resolution notes for a case by using ServiceNow Otto for Customer Service Management (CSM)](https://servicenow-prod.fluidtopics.net/dukbq0j9eSpGs2PivVwnlw)**   
  Generate the resolution notes for a case, propose the resolution to the customer, and add the resolution information to the case record by using the resolution notes generation skill in the ServiceNow Otto for Customer Service Management (CSM) application. By generating the resolution notes, you can wrap up cases faster and provide information about the case resolution to other agents who might encounter similar issues.

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