chat and case summaries and resolution notes by using the Now Assist panel in Agent Workspace ITSM

[amit_kishore]

HI Team

How can we Generate chat and case summaries and resolution notes by using the Now Assist panel in Agent Workspace for ITSM?

Regards,

Amit

[Brian Bakker]

@amit_kishore - I used the Now Assist in Virtual Agent chat on the Support Portal for this question and it provided the following answer. I then had the follow up question "How to enable these skills?" which provided the instructions to enable these skills. Our Now Assist feature is very good and I hope more people start using this to ask questions, and to get a near instant response. Let me know what you think...

How can we Generate chat and case summaries and resolution notes by using the Now Assist panel in Agent Workspace for ITSM?

• To generate chat and case summaries and resolution notes in ITSM using the Now Assist panel in Agent Workspace, log in to an instance where Now Assist for IT Service Management (ITSM) is installed and ensure you have the required itil role.
• Open the relevant record (interaction, incident, or change request) in Agent Workspace. Click the Now Assist icon in the header menu to open the Now Assist panel.
• For chat summarization, select "Chat Summarization" to generate a summary of the chat conversation with the live agent.
• For incident summaries, select "Summarize a record" to quickly understand the incident context.
• To generate incident resolution notes, select "Generate resolution notes" in the Now Assist panel; this will provide a summary of the steps taken to resolve the issue.
• You can also generate knowledge articles, chat reply recommendations, and ask questions about incidents directly from the Now Assist panel (1, 2).

1. Request the generative AI capabilities in ITSM by using the Now Assist panel

2. Request the generative AI capabilities in ITSM by using the Now Assist panel

How to enable these skills?

• To enable Now Assist skills (such as chat and case summarization, resolution notes) in Agent Workspace for ITSM, you must first install at least one Now Assist application and have the required admin role (sn_generative_ai.nsa_admin or sn_nowassist_admin.nsa_admin). Then, navigate to All > Now Assist Admin > Now Assist Experiences, select the Now Assist panel, and turn it on. Users will need the now_assist_panel_user role to access the panel once enabled (1, 2).
• After the panel is active, you can customize and activate specific Now Assist skills for ITSM by going to the Now Assist Skills tab in the Now Assist Admin console. Select ITSM from the product list, view available skills, and activate or copy the ones you want to enable. You can further configure input tables, related lists, and prompts for each skill to tailor the experience for your agents 3.
• Once enabled, agents can use the Now Assist panel in Agent Workspace to generate chat summaries, case summaries, and resolution notes for ITSM records (1, 2, 3).

1. Turn on the Now Assist panel2

2. Turn on the Now Assist panel3

3. Customize a Now Assist for IT Service Management (ITSM) skill