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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil 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: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use the ServiceNow Otto 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 CRM Workspace and Core UI. Use the ServiceNow Otto context menu within the resolution notes field in the case form to generate resolution notes.  
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.
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An agent can do these actions by using the AI icon ![]():

* Generate resolution notes based on the case context.
* Refine the recommendation by elaborating or shortening the content.
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## 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 AI icon ![]().  
   AI icon ![]() generates a recommended text that is based on the context of the case.  
   Figure 1. Generate resolution notes using the AI 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 AI icon
* **[Generate the resolution notes for a case by using ServiceNow Otto for Customer Service Management (CSM)](https://www.servicenow.com/docs/Y6ST3whvTEhqF4oR2m2mrQ)**   
  Use the resolution notes generation skill in ServiceNow Otto for Customer Service Management (CSM) to generate resolution notes for a case. You can propose the resolution to the customer and add it to the case record. By generating the resolution notes, you can wrap up cases faster and provide information about the case resolution to other agents who might encounter similar issues.

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