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?

[rpriyadarshy]

@Gianluca7 

I would recommend you to do Step 0 before going to Step 1 as configuration of OOTB Skills are not complex.

STEP 0 - Is to Run the Now Assist readiness Evaluation Application from App Store. This helps in Gauging the Instance readiness In Terms of Now Assist Skills and Agentic Workflow.

You can find App on Now App store and Docs around this.

Regards

RP

[Gianluca7]

I have just ran the readiness evaluation and obtained 99%. How should I proceed?