With Now Assist CSM’s Resolution Notes Generation capability, agents can quickly generate resolution summary based on the current Case data from targeted input fields. When the CSM Case state is changed to Solution Proposed state, the system triggers and displays the Now Assist generated resolution summary in a popup which the agent can review, update, and use to resolve the CSM Case.
This works great out of the box, however when customers have a need to customize their workflow around CSM Case resolution, such scenarios may need to be handled for the Now Assist Resolution Notes Generation functionality to work as expected.
Within CSM, the Propose Solution button for Now Assist functionality is implemented differently for UI16 versus CSM Workspace, so depending on the UI used by the agent persona, changes need to be handled appropriately.
We will highlight some of these scenarios based on findings in Washington release along with some tips to resolve such use cases. In addition to the scenarios listed in this article, below article also provides some great insights into handling additional customization scenarios related to this:
- KB1705304: Customize Propose Solution in Now Assist for Customer Service Management (CSM)
*********** IMPORTANT DISCLAIMER AROUND CUSTOMIZATIONS ***********
In general, customizations are not officially supported, but often need to be worked around to get the needed functionality. This document attempts to help with handling of a few customization scenarios.
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Scenario 1: CSM Case’s Propose Solution buttons are custom
Tips to Work around:
When working with an existing customized Propose Solution UI or Declarative Action buttons, ideally, all customizations should be brought over to a duplicated copy of below out of box objects which are used by Now Assist.
For UI16, Now Assist uses the UI Action (sys_ui_action) with:
- Name=Propose Solution
- ActionName=case_propose_solution
- Table=sn_customerservice_case
For CSM Workspace, Now Assist uses Declarative Action (sys_declarative_action_assignment) with:
- Action Name=Propose Solution
- Action Model=Form
- Form Position=Action Bar
- Table=sn_customerservice_case
Further, after upgrading to each subsequent family or patch release, it is up to customers to ensure any needed out of the box updates for these objects are brought over to the duplicated customized ones, otherwise, post upgrades, there is potential for unexpected outcomes from such customizations.
Assuming there are no other case resolution related customizations in the instance, applying above updates should allow Now Assist generated Resolution Notes to be generated and displayed in the popup as expected.
Scenario 2: Additional mandatory on resolve fields (than out of box) need to be handled when setting the CSM Case state to Propose Solution
Since the Propose Solution CSM implementation is different between UI16 and CSM Workspace, this will need to be individually handled in both UIs separately. Here are some guidelines towards handling these updates in each UI.
UI16 specific changes to handle additional mandatory on resolve fields
For UI16, OOB the system uses Propose Solution UI Action button to resolve CSM Cases. This is the UI Action (sys_ui_action) record with:
- Name=Propose Solution
- ActionName=case_propose_solution
- Table=sn_customerservice_case
This UI Action calls sn_csm_gen_ai_case_propose_solution UI Page as a GlideModal popup which handles the generation of Now Assist Resolution Notes in the popup.
The cleanest way to handle additional mandatory field value checks prior to proposing solution is to include such checks from within the UI Action Script itself. The UI Action Script is already checking whether the Resolution Code and Resolution Notes fields are part of the form.
Similarly, we can include checks for whether any additional mandatory on resolve fields that need to have a value prior to placing the Case in Solution Proposed state indeed have a value, and if not, throw an error and block the resolution modal popup from opening.
Here is a code suggestion of how we can accomplish this.
- Add the check within the promptForResolutionInfo() function in the Script field of the Propose Solution UI Action just prior to opening the resolution modal window using sample code below as guidance. In case any of the mandatory on resolve fields are not filled, the system throws an error to inform the agent that the fields need to be filled out prior to resolving the case.
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if (g_form.getValue('MANDATORY FIELD 1') == '' || g_form.getValue(' MANDATORY FIELD 2') == '' ...) {
getMessage('A solution for this case can only be proposed when all the required fields (MANDATORY FIELD 1, S MANDATORY FIELD 2 ...) are filled out. Please ensure these fields are populated before resolving this case.', function(msg) {
g_form.addErrorMessage(msg);
});
return false;
}
var dialog = new GlideModal('sn_csm_gen_ai_case_propose_solution', false, 651, 190);
getMessage('Propose Solution', function(msg) {
dialog.setTitle(msg);
});
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Such changes can be applied directly in the OOB UI Action with the expectation that customer admins check for any new OOB updates to the UI Action after upgrades and bring over any OOB changes as needed.
Thats it! Implementing the above change to the Propose Solution UI Action will allow for such mandatory fields to be handled in UI16. In the next section we will illustrate how these changes show up in UI16 on the Case form.
Outcome of how the Propose Solution UI Action changes will show up in a CSM form in UI16
Scenario 1: Not all the mandatory on close related fields are filled out and the agent clicks on Propose Solution UI Action
The Propose Solution UI Action button will always be visible to the agent in UI16. However, if they click on it and any of the mandatory on resolve fields do not have a value, they will get a message alerting them of such and any further Propose Solution UI Action processing will be blocked.
Screenshot example
Scenario 2: Agent has filled out all the mandatory on resolve related fields and clicks on the Propose Solution UI Action
Since all the mandatory on resolve related fields were filled out by the agent, clicking on the Propose Solution UI Action will result in the Propose Solution modal to be opened with the Now Assist generated Resolution Notes content as shown below.
Screenshot example
CSM Configurable Workspace specific updates
In OOB CSM Workspace, case resolution is handled using Declarative Actions instead of UI Actions. Since Declarative Actions do not provide a straightforward mechanism for performing field checks via script and halting processing when such checks do not pass, handling of such mandatory fields during case resolution need to be handled slightly differently.
In workspace, we can use the Condition field of the Declarative Action to ensure such mandatory fields have values and only show the button when all such values are present. Taking this approach requires that agents get feedback in the form that these values are needed for case resolution. This can be handled using Now Experience’s Highlighted Values functionality by showing a label decoration next to each of the fields that have a missing value.
All these suggested changes are detailed in the sections below.
Suggested changes in CSM Configurable Workspace to handle additional mandatory on resolve fields
- Changes to Propose Solution Declarative action
- Go to Now Experience Framework -> Declarative Actions -> Form Actions and open the Declarative Action (sys_declarative_action_assignment) with below attributes in Advanced view:
- Action Name=Propose Solution
- Action Model=Form
- Form Position=Action Bar
- Table=sn_customerservice_case
- In the Conditions tab for Record Conditions, add a filter condition of ‘Is not empty’ for each of the mandatory fields, where all the conditions must be met. For example, if Category and Subcategory fields are required to resolve the Case, the Record Conditions filter must be set as below.
- Above steps will result in Propose Solution Declarative Action to be visible only when the mandatory fields are filled out.
- Go to Now Experience Framework -> Declarative Actions -> Form Actions and open the Declarative Action (sys_declarative_action_assignment) with below attributes in Advanced view:
- Highlighted Values configurations so that the agent is alerted when mandatory fields are missing a value
- Go to Now Experience Framework ->UX Highlighted Values
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For each mandatory case resolution field that needs tobe handled, create a new record by clicking on the New UI Action from the list and set the Table and Field values to the needed values as per mandatory case resolution fields.
We are using Category field as an example: -
Click on Save UI Action by right clicking into the form header
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Next, click on New in the Highlighted Value Conditions related list and set the field values as per below using Category field as the mandatory field as an example:
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Conditions: Category is empty
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Color: Critical (or as desired)
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Label: Mandatory on Resolve (or as desired)
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Other field values can be set to what is defaulted or updated if desire
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- Go to Now Experience Framework ->UX Highlighted Values
- Once filled out, click on Submit to return to Highlighted Values form record of the mandatory field
- Next, click on Edit...in the UX Highlighted Values configuration related list and add the CSM/FSM Configurable Workspace Highlighted Values Config to the slush bucket as shown
Thats it! Implementing the above changes in Now Experience CSM Workspace will allow for such mandatory fields to be handled. In the next section we will illustrate how these changes show up in CSM Workspace on the Case form.
Outcome of how the changes will show up in the CSM Workspace UI
Scenario 1: Not all the Case resolution related mandatory fields are filled out
- Solution Propose Declarative Action will be hidden
- Fields with missing values will have a critical decoration next to it with a label Mandatory on resolve as we see here for Category and Subcategory fields
Screenshot example
Scenario 2: All the Case resolution related mandatory fields are filled out
- Propose Solution declarative action button will be visible when all such mandatory fields have a value.
- The critical red decoration with label Mandatory on resolve next to each such fields will be hidden.
Screenshot example
After some trial and error I was able to figure out the issue. The payload map information was missing and after I updated it the AI generated text is getting populated to the Propose Solution modal within CSM workspace.
