Resolution Notes - best practice | Now Assist

AgnieszkaD · 4 weeks ago

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.

vaishali231 · 4 weeks ago

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:

Description
Work Notes
Additional Comments / Employee communication
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:

Work Notes
Case updates
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

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AgnieszkaD · 3 weeks ago

Thanks a lot!