Request the generative AI capabilities in TMT using the Now Assist panel

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

    • 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.

    Before you begin

    Make sure that Next Experience is enabled in the instance. For more information, see Next Experience UI.

    Role required: sn_customerservice_agent, sn_customerservice.consumer_agent

    About this task

    You can use the Now Assist panel in CSM/FSM Configurable Workspace to request a service problem case summary and generate service problem case resolution notes.

    For more information about the Now Assist panel, see Now Assist panel. For information about activating the Now Assist panel, see Activate Now Assist panel standard chat.

    Procedure

    1. Log in to an instance where the Now Assist for TMT application is installed.
    2. Navigate to Workspaces > CSM/FSM Configurable Workspace > Lists > Service Problem Case > All.
    3. Open a service problem case.
    4. From the header menu, select the Now Assist icon (Now assist icon.) and request the generative AI capabilities in TMT for a service problem case.
    5. Select the relevant generative AI capability from the Now Assist panel.
      • To summarize the service problem case, select Summarize a record.
      • To generate the service problem case resolution notes, select Generate resolution notes.