Resolution Notes - best practice | Now Assist

[AgnieszkaD]

I am looking for best practices and guidelines on how to create effective Resolution Notes written by HR Agents. In particular, I am interested in understanding how Resolution Notes should be structured to be AI‑friendly and easily consumable from a Now Assist perspective.

[GlideFather]

I believe this is a duplicate to the same question answered here.

@AgnieszkaD please avoid creating duplicate questions

[Tanushree Maiti]

Hi @AgnieszkaD 

Here is the steps as per Servicenow Documentation: Configure resolution notes generation for Now Assist for HRSD 

Note: Resolution notes is for creating concise summaries of case resolutions.

Steps:

1. Navigate to All > Now Assist Admin > Skills.
2. Select Employee, then select HRSD.
3. Select Activate skill on the Resolution notes generation tile.

   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 General details and edit name and description of the skill.
   Additional information regarding details of the skill are displayed, but can't be edited.
5. Select the state in which the skill activates, then select Save and continue.
6. Select Choose Input and review the tables and fields to define the prompts that determine where data is pulled from.
   You can modify the rule conditions to determine when the input template is used. Additional data sources can be added via related tables as well.
7. NASK.
8. 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.
9. Select Define access to determine who can access this skill.
10. Select Display to determine where the skill appears.
    • Select In-product desktop to display Now Assist skills on forms and workspaces. Then, select the roles for whom the skill will be displayed.
    • Select Now Assist panel to display Now Assist skills in the Now Assist panel.
11. After selecting Review and activate to examine changes, select Activate to turn on the skill and complete the configuration.
12. In the Successfully activated pop-up window, select Go to Now Assist context menu.
13. Review the details.
14. Review the actions for the context menu trigger button and dialog.
15. In the Define access window, define who has access to the skill.
16. In the Select display window, enable In-product desktop.
17. Select Review and activate to examine changes, then select Activate.

[vaishali231]

hey @AgnieszkaD 

To create AI-friendly and effective Resolution Notes for HR Agents (Now Assist enabled), it’s important to understand that Now Assist does not rely solely on the Resolution Notes field.

Instead, it generates summaries using the entire case context, including:

1. Description
2. Work Notes
3. Additional Comments / Employee communication
4. Activity history

So the focus should be on structured and consistent case documentation, not just the final resolution entry.

 Approach

1. Structure case updates consistently 

Ensure agents follow a standardized pattern across fields:

Description - Clear and complete problem statement

Work Notes - Step-by-step investigation and actions taken

Comments - Communication with the employee

Resolution Notes - Final outcome and summary

This ensures Now Assist receives complete, high-quality input for generating accurate summaries.

2. Use a standard format for Resolution Notes

Even when AI generates the content, enforcing a structure improves consistency, readability, and reuse:

Issue Summary

Root Cause / Context

Actions Taken

Resolution Provided

Knowledge Insight (if reusable)

Final Status

3. Write for reuse, not just closure

Avoid vague or low-value updates such as:

“Issue resolved”

“User informed”

Instead, capture meaningful details:

What was investigated

What decision was made

Which policy, KB, or system was referenced

This makes the content reusable for:

Knowledge creation

Future case deflection

AI answer generation

4. Configure Now Assist inputs carefully

In the Resolution Notes Generation skill:

Include relevant fields (Description, Work Notes, Comments)

Avoid noisy or irrelevant data sources

 Better input directly results in better AI-generated output.

5. Trigger generation at the right stage

Best practice is to generate Resolution Notes when the case is:

Resolved or Closed

This ensures the AI has full lifecycle context before summarizing.

6. Use NACM options only for refinement

Features like shorten / elaborate improve readability, but they:

Do not fix missing or poor-quality inputs

So agent-written content remains critical.

 Key Takeaway

Now Assist generates Resolution Notes from the entire case lifecycle, so the quality of:

1. Work Notes
2. Case updates
3. Captured context

directly determines the accuracy and usefulness of the final output.

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If this response helps, please mark it as Accept as Solution and Helpful.

Doing so helps others in the community and encourages me to keep contributing.

Regards

Vaishali Singh