Using Now Assist for Telecommunications, Media and Technology (TMT)

If you have an agent role, you can summarize the service problem case details, generate the case resolution notes, summarize the tests, account onboarding case details, and engagement and touchpoint details with the Now Assist for TMT application.

Service Problem Case

• Summarize the service problem case details to understand the case context quicker, update the summary to include the latest case developments, and post it to the service problem case work notes. These summaries are useful for long-running or complex service problem cases that include multiple conversations between agents and customers.
• Generate the service problem case resolution notes to help wrap up the cases faster. When you're ready to propose a solution to a customer, this feature can generate resolution notes and add them to the Service Problem Case form. The resolution notes also provide the context about the service problem case resolution to other agents who might encounter similar issues.
• Summarize the tests that executed by the agent to diagnose the service problem case to understand the problem and its possible solution. These summaries are useful for long-running or complex service problem cases that include multiple test runs.
• Knowledge generation can help an agent to streamline content creation. An agent can automatically generate knowledge articles by using the relevant data from the case record after proposing a resolution or closing the case. By not having to generate knowledge articles manually, this feature can save your agents valuable time and effort.
• Summarize the tests that executed by the agent to diagnose the technology product case to understand the problem and its possible solution. These summaries are useful for long-running or complex technology product cases that include multiple test runs.

Account onboarding case

Summarize the account onboarding case, including details about each stage in the account boarding lifecycle. Agents can quickly get up to speed on the status of the onboarding case and case tasks with a high-level summary of key points of information.

Customer success

• Summarize the details of an engagement including risks, initiatives, outcomes, cases, and internal plays. Agents can quickly get up to speed on all activities and the overall engagement with a high-level summary of the key points of information such as the status, go-live date, renewal date, worknotes, and any outstanding actions.
• Summarize the different touchpoints in the engagement lifecycle including the meeting agenda, meeting type, and emails. Agents can get a quick summary of all meetings and emails exchanged between the different stakeholders and any follow up activities.

• Summarize a service problem case using Now Assist for Telecommunications, Media and Technology (TMT)
  Generate a summary from the fields that you selected on the service problem case record. Quickly understand the case context by using the service problem case summarization skill in the Now Assist for TMT application.
• Generate the resolution notes for a service problem case using Now Assist for Telecommunications, Media and Technology (TMT)
  Generate the resolution notes for a service problem case by using the resolution notes generation skill in the Now Assist for TMT application.
• Generate a knowledge article for a service problem case using Now Assist for Telecommunications, Media and Technology (TMT)
  Generate the knowledge articles for resolved and closed cases within the CSM Configurable Workspace and classic environment with Now Assist.
• Summarize test for a technology product support case using Now Assist for Telecommunications, Media and Technology (TMT)
  Generate the test run summary for a technology product support case record to understand the context of test outcomes and the root cause of the problem.
• Summarize test for a service problem case using Now Assist for Telecommunications, Media and Technology (TMT)
  Generate the test run summary for a service problem case record to quickly understand the context of test outcomes and the root cause of the problem.
• Generate service summary for a product inventory using Now Assist for Telecommunications, Media and Technology (TMT)
  Summarize the service details mentioning the current situation, any critical actions to be taken and find the root cause indicators using the knowledge graph and service summary skill.
• Request the generative AI capabilities in TMT using the Now Assist panel
  Request the contextual generative AI capabilities by using the conversational interface in the Now Assist panel. These capabilities include service problem case summary or resolution notes in the TMT application.
• Summarize an account onboarding case using Now Assist for Telecommunications, Media and Technology (TMT)
  Generate a summary from the fields that you selected on the account onboarding case record. Quickly understand the case context by using the account onboarding case summarization skill in the Now Assist for TMT application.
• Summarize an engagement using Now Assist for Telecommunications, Media and Technology (TMT)
  Generate a summary from the fields you select on the engagement record. Get up to speed on success initiatives, outcomes, risks, and internal plays associated with an engagement.
• Summarize a touchpoint using Now Assist for Telecommunications, Media and Technology (TMT)
  Generate a summary from the fields you select on the touchpoint record. Get a quick summary of all the meetings and emails exchanged between different stakeholders and any follow up activities.
• Summarize an internal play using Now Assist for Telecommunications, Media and Technology (TMT)
  Generate a summary from a internal play record and all associated internal play tasks.
• Summarize a customer play using Now Assist for Telecommunications, Media and Technology (TMT)
  Generate a summary from a customer play record and all associated customer play tasks.
• Summarize a success initiative using Now Assist for Telecommunications, Media and Technology (TMT)
  Generate a summary from a success initiative record and all associated success tasks.
• Summarize a risk signal and issues using Now Assist for Telecommunications, Media and Technology (TMT)
  Generates a summary from a risk signal and issues summarization record and all associated tasks.
• Create touchpoints and meeting records using Now Assist for Telecommunications, Media and Technology (TMT)
  Send the email to instance to create the touchpoint and meeting records directly from the inbound email using Now Assist for Telecommunications, Media and Technology (TMT).
• Analyze metric data trend
  Retrieves and analyzes health metric data for an engagement.
• Automate transforms with Now Assist for TMT
  Use the Now Assist for TMT Transform Mapping Assist feature to automatically transform inbound and outbound data between provider and consumer tables.