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

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

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

    Before you begin

    Role required: sn_customerservice_agent and sn_customerservice.consumer_agent

    About this task

    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 a case, Now Assist for CSM generates and displays these steps in a card at the top of the Recommended Actions tab in the contextual side panel.

    Procedure

    1. Navigate to Workspaces > CSM/FSM Configurable Workspace.
    2. Using the List icon icon for seeing the list of cases, 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.
      Figure 1. Suggested steps by Now Assist
      Suggested steps by Now Assist to resolve the issue
      Note:

      Suggested Steps show an AI gradient styling across:

      • The sidebar
      • The Suggested Steps component
      • The Sparkle icon
      • The Generate button

      These visual updates help users clearly identify AI‑generated experiences, creating a more consistent and intuitive interface.