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Use generative AI › Now Assist for CSM › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Create a case based on service definition recommendations

Use Now Assist to view AI-predicted service recommendations based on the context of an interaction record, such as the short description or description, and create cases based on these recommendations.

Before you begin

These skills are inactive by default. Your administrator must enable the skills that you want to use.

Role required: sn_esm_agent

Procedure

  1. Navigate to an interaction record in the CSM/FSM Configurable Workspace or Core UI where you want to create a case based on a service recommendation using Now Assist.

  2. Select Create Case.

    The case type selector modal displays, with the AI predictions section at the top of the modal.

  3. Select a service from the AI predictions, and then select Create case.

    A case is created for the selected service.

Parent Topic:Using Now Assist for Customer Service Management (CSM)