Resolve an incident

Help your live agents resolve an incident faster with Now Assist AI agents by using the Now Assist panel.

Before you begin

Role required: none

Procedure

1. Navigate to All > Incidents > Assigned to you and open an incident that you would like to resolve.
   When you open an incident, the Now Assist application checks if a plan is available by using AI agents and displays the Now Assist has a plan for solving INCXXXXXXX. Open Now Assist Panel to view the plan. message in a banner.

   Note:

   You can select the banner and directly go to the conversation on the Now Assist panel to complete the task.
2. Open the Now Assist panel by using the Now Assist icon.
   Now Assist provides the resolution steps for the incident.
3. On the Now Assist panel, enter Yes.
   When the live agent enters Yes, they can proceed with the execution plan that is proposed by the Now Assist AI agents. The live agent checks the conversation and adds further inputs, if needed, to resolve the incident.