Email recommendation skill for CSM

[Gianluca7]

Hi,

I need to implement the CSM Now Assist skill for the ‘Email Recommendation’. What configuration options are available? Which inputs should I use to maximise the skill’s effectiveness? What steps should I follow to get the most out of the recommendation? I attach my basic configuration.

Regards

[Tanushree Maiti]

Hi @Gianluca7 

Please refer: Now Assist for CSM - Email reply recommendations

Now Assist Email Recommendations will shock and amaze you

https://www.youtube.com/watch?v=0t2qk9WR5L0

Now Assist for CSM - Chat reply recommendations

[Gianluca7]

Hi,

Thank you for the response. 

Just a point, at the moment I don't have a structured KB in my dev instance, can I start usino efficiently the email recommendation skill using the case context and previsious mail? In case how much should I customize the OOTB skill?

[Tanushree Maiti]

Hi @Gianluca7 

Without a KB, the LLM will rely strictly on case history, standard business logic, and previous emails.

Refer Servicenow documentation: Email response skill 

"Reply recommendations are generated based on KB articles, similar chats, and the context of the conversation."

[Gianluca7]

Ok thanks so should I start without KB or do you think it is very important to use the KB articles to use email recommendation very efficiently?