Suggested steps generation in Now Assist for Customer Service Management (CSM)

Generate suggested steps automatically by analyzing clusters of closed cases with similar case resolution in the Now Assist for Customer Service Management (CSM) application.

Vorbereitungen

Role required: sn_esm_agent

Warum und wann dieser Vorgang ausgeführt wird

The system uses data from the Short description field and the filter conditions set in the case input table to generate the suggested actions based on similar past resolved cases. These steps outline the next best actions that agents can take as part of resolving cases.

If suggested steps are available for an open case, you can generates and displays these steps in a card at the top of the Recommended Actions tab in the contextual side panel.

Prozedur

1. Navigate to Workspaces > CSM/FSM Configurable Workspace.
2. Using the List icon , open a case that is not in Closed or Complete state.
3. Select the Recommendations icon in the contextual side panel to display the Recommended Actions tab.
   The system displays the Suggested steps by Now Assist card at the top of the tab.
4. In the Suggested steps by Now Assist card, select Generate.
   The steps to resolve the case appears in the Recommendations window in the case record. This action may take a few minutes.

   Abbildung : 1. Suggested steps by Now Assist