Generating AI summary and next steps

You can generate AI summary, key actions taken, proposed next steps, and related search results directly on the incident form to help resolve the incident, and also summarize the incident to gain an overall understanding of the incident details.

The incident overview tab consists of these sections:

• AI summary and next steps: Consists of AI summary details and proposed next steps.
• Related search results: Consists of up to four related search results for the issue.
• Compose: Used to post relevant information in the work notes, comments, or in an email.
• Activity: Contains the audit trail for the incident.

You can scroll within the pane to view the different sections (default), or you can choose the Split option, which opens an additional panel for the activity stream. You can also choose the Tabs option, which adds the activity stream as a tab (between Overview and Related records tabs).

AI summary and next steps

The incident Summary section includes the issue, key actions taken, and resolution for the incident. You can use the copy action icon to copy the contents and add to work notes or comments, for example. You can also use the feedback action icons to submit feedback.

The Proposed Next Steps section contains the resolution steps applicable to the incident. You can copy the contents or give feedback using those icon actions, as well.

These menu options are also available:

• View steps and history: Opens the AI history dialog box which contains all the AI workflows that have been run for the incident so far.
• Ask a followup question.

You can access the Now Assist panel by selecting the Ask Now Assist to... button in this section, which opens the Now Assist panel in the context of the incident. Once opened, you have the option summarize a record, summarize a conversation, or get help, and you can continue the chat for the incident.

Additionally, you can use the chat menu icon in the Now Assist panel to view the chats for your specific incident, All, any Updates, or Closed.

The Now Assist panel can be pinned (default), unpinned, or closed.

Related search results

The Related search results section contains up to four search results related to the issue. You can regenerate the AI recommendations results further by entering more specific information relating to the issue to search on.

You can filter results on a specific source, or select all (default). Source search categories:

• Incident
• Knowledge
• Catalog

When you select a search result, a separate tab is opened to view the details of that result.

You can also choose specific menu actions based on the category of the search result:

• For a KB article, you can Attach, Attach and add link in comment, or Add link in worknote.
• For an incident, can Copy or Link to incident for specific incident category search results.
• For a catalog, you can Order item.

Incident with Now Assist panel