Generate resolution notes using Now Assist for HRSD

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • Generate the resolution notes for a case using the resolution notes generation skill. You can improve the quality of the resolution notes by providing a summary of the issue and the steps that were taken to resolve the case.

    Before you begin

    Configure resolution notes generation for Now Assist context menu

    Role required: sn_hr_core.case_writer

    Procedure

    1. All > HR Case Management > Agent Workspace for HR Case Management
    2. Open an HR case that is assigned to you.
    3. After you finish working on the case, change the state of the case to Closed Complete.
    4. Select one of the following in the Add resolution notes window.
      OptionDescription
      Save notes Add resolution notes to the Close notes field.
      Note:
      Review the generated text and make sure it's accurate. You may edit the notes or delete them to provide your own.
      Skip notes Skip adding resolution notes to the case.
    5. Optional: Select the Add resolution notes to work notes check box to include the resolution notes in the Work notes field.
      AI-generated resolution notes appear.
    6. Optional: Edit the resolution notes using the Now Assist context menu.
      Resolution notes can be generated from the Now Assist context menu even when the case isn’t in Closed Complete state.
      1. In the Close notes field, select the Now Assist icon(Now Assist icon).
      2. Select Refine to elaborate or shorten the text.
      3. Select Insert to add the generated content into the Close notes field.