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.

Before you begin

Role required: sn_customerservice_agent and sn_customerservice.consumer_agent

About this task

You can also propose the resolution to the customer, and then add the resolution information to the service problem case record. Generating resolution notes may help you wrap up cases faster and provide information about the service problem case resolution to other agents who might encounter similar issues.

You can also generate resolution information on demand from the Now Assist panel.

Note:

The resolution notes generation skill requires a minimum of 50 words in the service problem case record to generate the resolution notes.

Procedure

1. Navigate to Workspaces > CSM/FSM Configurable Workspace > Lists > Service Problem Case.
2. Open a service problem case.
3. Select Test & Resolve > Resolve.
4. Navigate to the Resolution notes field in the resolve activity.

   

5. Select the Now Assist icon .
   Now Assist icon generates a recommended text that is based on the context of the case.
6. Select Insert to add the generated content into the resolution notes field.
7. Optional: Review the generated content and select Refine to modify the content.
   You get the option to either elaborate or shorten the content as needed.
8. Optional: If you want to add the resolution information to the service problem case activity stream, select the Add resolution notes to comments check box.
   Selecting this check box makes the resolution notes available to anyone who can view the service problem case activity stream.
9. Select Save.

Result

• The system populates the fields in the Closure Information section of the case record with the information from the Generate Resolution Notes modal.
• The case moves to the Resolved state.
• The resolution is proposed to the customer.