---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Generate resolution notes in case form

# Generate resolution notes in case form {#ariaid-title1}

Release version: Australia  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use the Now Assist context menu in the resolution notes field of the case form in both Core UI (UI16) and Workspace to create resolution note.

## Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent

## About this task

Watch this video to learn how to generate the resolution notes for a case.

You can generate resolution notes for a case in both the CSM Configurable Workspace and Core UI. Use the Now Assist context menu within the resolution notes field in the case form.  
An agent can do these actions by using the Now Assist icon ![]():

* Generate resolution notes based on the case context.
* Refine the recommendation by elaborating or shortening the content.
{#gen-resolution-notes-in-case-form__ul_z1s_rrc_1dc}  
Note:  
* The context menu is the recommended experience. The popup window experience is going to be deprecated. Each interface operates differently.
* The case must be in the open state.
{#gen-resolution-notes-in-case-form__ul_b1m_31s_4kc}

## Procedure

1. Navigate to WorkspacesCSM/FSM Configurable Workspace and open a customer service case that is in an open state.
2. Navigate to the Resolution notes field in the case form.
3. Select the Now Assist icon ![]().  
   Now Assist icon ![]() generates a recommended text that is based on the context of the case.  
   Figure 1. Generate resolution notes using the Now Assist icon
4. Select Insert to add the generated content into the resolution notes field.
5. **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.  
   Figure 2. Refine resolution notes using the Now Assist icon
* **[Generate the resolution notes for a case by using ServiceNow Otto for Customer Service Management (CSM)](https://www.servicenow.com/docs/OMCVnPeYJ311uW~Lu7TFPw)**   
  Generate resolution notes for a case and propose the resolution to the customer by using ServiceNow Otto for Customer Service Management (CSM). You can wrap up cases faster and provide resolution information to other agents who might encounter similar issues.

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