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
