Resolution Notes - Now Assist AI friendly

[AgnieszkaD]

I am looking for best practices and guidelines on how to create effective Resolution Notes written by HR Agents. In particular, I am interested in understanding how Resolution Notes should be structured to be AI‑friendly and easily consumable from a Now Assist perspective.

[GlideFather]

Hi @AgnieszkaD,

to understand the resolution notes generation for HR better, you can take this course at the SN University: Now Assist for HR Service Delivery (HRSD) Implementer (415 min) or review the Docs for Now Assist for HR Service Delivery (HRSD)

More about Now Assist in general can be found here:

[GF#8] Getting started with Now Assist

[Tanushree Maiti]

Hi @AgnieszkaD :

Here is the steps as per Servicenow Documentation: Configure resolution notes generation for Now Assist for HRSD 

Note: Resolution notes is for creating concise summaries of case resolutions.

Steps:

1. Navigate to All > Now Assist Admin > Skills.
2. Select Employee, then select HRSD.
3. Select Activate skill on the Resolution notes generation tile.

   Each skill has a guided setup with multiple steps. A check symbol next to each step indicates whether its setup is complete, partially complete, or incomplete. After configuring a step, select Save and continue to move forward, or Back to return to a previous step.

4. Select General details and edit name and description of the skill.
   Additional information regarding details of the skill are displayed, but can't be edited.
5. Select the state in which the skill activates, then select Save and continue.
6. Select Choose Input and review the tables and fields to define the prompts that determine where data is pulled from.
   You can modify the rule conditions to determine when the input template is used. Additional data sources can be added via related tables as well.
7. NASK.
8. Select Define availability to customize how and when the skill capability is active and accessible.
   • Select Skill is always available so no restrictions are placed on when a skill is available.
   • Select Customize skill availability to define conditions and use the condition builder to configure fields and values.
9. Select Define access to determine who can access this skill.
10. Select Display to determine where the skill appears.
    • Select In-product desktop to display Now Assist skills on forms and workspaces. Then, select the roles for whom the skill will be displayed.
    • Select Now Assist panel to display Now Assist skills in the Now Assist panel.
11. After selecting Review and activate to examine changes, select Activate to turn on the skill and complete the configuration.
12. In the Successfully activated pop-up window, select Go to Now Assist context menu.
13. Review the details.
14. Review the actions for the context menu trigger button and dialog.
15. In the Define access window, define who has access to the skill.
16. In the Select display window, enable In-product desktop.
17. Select Review and activate to examine changes, then select Activate.