Resolution notes generation

You can quickly learn the details of how an interaction was resolved by generating and reading the Now Assist resolution notes.

Generating the resolution notes creates a condensed version of the incident's resolution notes that are generated by Now Assist. The generated resolution notes can provide information to other agents who might encounter similar interactions.

Note:

Now LLM Service is the provider for this Now Assist skill.

You can use the Now Assist icon to perform these actions:

• Generate resolution notes that are based on the information in the incident.
• Refine the resolution notes by elaborating or shortening them.

Once the resolution notes are generated, they can be posted by the user closing the ticket. When the notes are posted, they are attributed to the user that reviewed and accepted the AI-generated content.

The following examples show Now Assist generated resolution notes in different products.

Figure 1. Generated resolution notes in Now Assist for CSM

Figure 2. Generated resolution notes in Now Assist for HRSD

Figure 3. Generated resolution notes in Now Assist for ITSM

Figure 4. Generated resolution notes in Now Assist for Security Operations

Generating resolution notes

You can generate resolution notes for the following products.

• Generate the resolution notes for a case by using Now Assist for Customer Service Management (CSM)
• Generate the resolution notes for a case by using the Now Assist for HR Service Delivery (HRSD)
• Generate the resolution notes for an incident by using Now Assist for IT Service Management (ITSM)
• Generate closure notes for a security incident with Now Assist for Security Incident Response
• Generate the resolution notes for a service problem case using Now Assist for Telecommunications, Media and Technology (TMT)

Availability

This skill is available in the workflows and products listed below.

Table 1. Now Assist products and workflows

Workflow	Product
Technology	Now Assist for IT Service Management (ITSM) Now Assist for Security Incident Response
Customer	Now Assist for Customer Service Management (CSM) Now Assist for Telecommunications, Media and Technology (TMT)
Employee	Now Assist for HR Service Delivery (HRSD)