How to use Now Assist for CSM for L2 Support

[Gianluca7]

Hi,

I have purchased licences for Now Assist CSM and need to configure the following skills initially:

Case summarisation

Email recommendation

Resolution note generation

Knowledge base generation

Activity response generation

The skills are to be used by second-level support, and I need to understand how to proceed. In the development environment, I have a very ‘messy’ KB and case history; how can I configure the skills to see a clear benefit straight away? Do I have to necesarly use the KB and case history? What input data should I use to maximise the skill’s effectiveness?

Furthermore, for a custom skill, what might be a particularly powerful use case?

Regards

[Tanushree Maiti]

Hi @Gianluca7 

1. Case summarisation:

    Now Assist for CSM - Case Summarization

   https://www.youtube.com/watch?v=OwYnrZ6cD40

2. Email recommendation: 

    Now Assist for CSM - Email reply recommendations

     https://www.youtube.com/watch?v=-e6AGHCCYWE

3. Resolution note generation

   Now Assist for CSM - Resolution Notes Generation

 https://www.youtube.com/watch?v=xrKmhJw6z2s

4. Knowledge base generation

    Now Assist for CSM - Knowledge Generation

    https://www.youtube.com/watch?v=ZtcbcZrx3Rs

5.Activity response generation

Now Assist for CSM - Activity Response Generation

https://www.youtube.com/watch?v=vV42Ew-x8sI

[Gianluca7]

Hi,

thanks for reply. Those video covers all I need to know to use efficiently the skill?