Generate resolution notes in case form

  • Release version: Yokohama
  • Updated January 30, 2025
  • 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.
    Note:
    The case must be in the open state.

    Procedure

    1. Navigate to Workspaces > CSM/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
      Resolution notes is generated
    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
      Shorten or elaborate the resolution note