--- sourceDocument: Yokohama Employee Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/employee-service-management Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Generate case resolution notes # Generate resolution notes using ServiceNow Otto for HRSD {#ariaid-title1} Release version: Yokohama Updated January 30, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read Generate the resolution notes for a case using the resolution notes generation skill. You can improve the quality of the resolution notes by providing a summary of the issue and the steps that were taken to resolve the case. ## Before you begin [Configure resolution notes generation for ServiceNow Otto for HRSD](https://servicenow-prod.fluidtopics.net/cr1MrWs0M01Vl6o3EsshNQ "Configure the resolution notes generation skill to create concise summaries of case resolutions and enable agents to use the Now Assist context menu to elaborate or shorten the notes.") Role required: sn_hr_core.case_writer ## About this task Important: This Now Assist skill is turned on by default. The skill will be automatically available to appropriate role users for the application. For more information, see [Now Assist skills, agents, and agentic workflows on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US). You can make a copy of this skill to configure it to meet your business needs. For more information, see [Make a copy of a Now Assist skill](https://www.servicenow.com/docs/access?context=make-a-copy-of-a-now-assist-skill&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US). ## Procedure 1. AllHR Case ManagementAgent Workspace for HR Case Management 2. Open an HR case that is assigned to you. 3. After you finish working on the case, change the state of the case to Closed Complete. 4. Select one of the following in the Add resolution notes window. | Option | Description | | Save notes | Add resolution notes to the Close notes field. Note: Review the generated text and make sure it's accurate. You may edit the notes or delete them to provide your own. | | Skip notes | Skip adding resolution notes to the case. | |-|-| {#now-assist-hrsd-res-note__choicetable_tz3_gql_khc} 5. **Optional:** Select the Add resolution notes to work notes check box to include the resolution notes in the Work notes field. 6. **Optional:** Edit the resolution notes using the Now Assist context menu. Resolution notes can be generated from the Now Assist context menu even when the case isn't in Closed Complete state. 1. In the Close notes field, select the Now Assist icon(![Now Assist icon]()). 2. Select Refine to elaborate or shorten the text. 3. Select Insert to add the generated content into the Close notes field. {#now-assist-hrsd-res-note__substeps_z3b_nsl_khc} {#now-assist-hrsd-res-note__steps_dxb_zbf_vyb} **Related concepts** * [ServiceNow Otto for HR Service Delivery (HRSD) integration with Enterprise Service Management Integrations Framework](https://servicenow-prod.fluidtopics.net/WAlFqhfCTMWIJ9QCZYWD6Q "Enable employees to complete actions in third-party Human Capital Management (HCM) systems with Now Assist Virtual Agent topics in Employee Center.") **Related tasks** * [Summarize a chat conversation by using ServiceNow Otto for HR Service Delivery (HRSD)](https://servicenow-prod.fluidtopics.net/5G_ZpbMWQkJGq6HsZ8Ctqw "Summarize a Virtual Agent chat history in the ServiceNow Otto for HR Service Delivery (HRSD) application. You can also summarize an interaction when the chat ends. The summary includes all points of the handoff, including the Virtual Agent conversation.") * [Summarize a Sidebar discussion by using ServiceNow Otto for HR Service Delivery (HRSD)](https://servicenow-prod.fluidtopics.net/awZbg7WkeyywK8hewco_tA "Generate a summary of the Sidebar discussions between agents, requesters, and subject matter experts by using the chat summarization skill in the ServiceNow Otto for HR Service Delivery (HRSD) application.") * [Generate a chat reply recommendation by using ServiceNow Otto for HR Service Delivery (HRSD)](https://servicenow-prod.fluidtopics.net/VRJS87mpayb9s1f6P5lIhQ "Generate a reply based on the context of the chat conversation using Now Assist icon. 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Use generative AI to gather and create the content from multiple cases so that you can reduce the amount of time that you would have spent manually to get the same information.") * [Generate an email reply recommendation by using ServiceNow Otto for HR Service Delivery (HRSD)](https://servicenow-prod.fluidtopics.net/o9VcoKvMDK3BlJkpD7hEig "Generate an email reply that is based on the case and email context by using the Now Assist icon. With email reply recommendations, agents can create quick emails or responses, helping minimize errors and ramp up productivity.") * [Summarize an HR case using ServiceNow Otto for HRSD](https://servicenow-prod.fluidtopics.net/fGWFcttFk_cRFGrDG_G6UQ "Quickly understand the case context and respond to inquiries by using the case summarization skill.") * [View employee summary reports](https://servicenow-prod.fluidtopics.net/U4ADE8peaiVFMkTpjUMv4g "View the Employee Summary Virtual Agent topic in Employee Center to access employee contribution summaries, view consolidated profiles, and track employee progress.") * [Summarize actions while transferring an HR case](https://servicenow-prod.fluidtopics.net/ScynQSEepkhyDjRovv2UJA "Transfer an HR case to another agent or assignment group by summarizing the actions until hand off. For example, an agent can transfer the case to another agent if the case is incorrectly assigned or needs troubleshooting by another agent or assignment group.") * [Use Knowledge Graph in ServiceNow Otto for HRSD](https://servicenow-prod.fluidtopics.net/DHcURN3IQrWqzaMRAMQOwQ "Create a personalized knowledge model as a Knowledge Graph schema.") * [Use Galileo Inside to answer HR-related questions](https://servicenow-prod.fluidtopics.net/sc1icis4x1Mkc5uKDWtmtA "Query the Galileo library to generate a response based on articles and research from The Josh Bersin Company.") * [Use the Now Assist panel in Agent Workspace for HR Case Management](https://servicenow-prod.fluidtopics.net/7yxliJNlmnDJzO25~mad6w "Generate chat and case summaries and resolution notes by using the Now Assist panel in Agent Workspace for HR Case Management or Core UI.") * [Submit an HR request with Gen AI Virtual Agent](https://servicenow-prod.fluidtopics.net/59RY2ZBHa0SzqN~Z1weqEg "Place an HR request using the conversational and streamlined experience offered by Gen AI Virtual Agent.") * [Detect sensitive topics by using sensitivity detection in ServiceNow Otto for HR Service Delivery (HRSD)](https://servicenow-prod.fluidtopics.net/x8OYfPcrF4WeEOtcl7mK7g "Detect and fix sensitive topics that relate to your employee relation cases by using the sensitivity detection capability in the ServiceNow Otto for HR Service Delivery (HRSD) application.") * [Analyze sentiments in ServiceNow Otto for HR Service Delivery (HRSD)](https://servicenow-prod.fluidtopics.net/xQvrFkSPgEygi7AiZSis3A "HR agents can prioritize cases based on case sentiment.") *[\>]: and then