Activity Response

Overview

This skill generates contextual responses for various CSM case activities, helping agents create consistent, comprehensive, and well-structured work notes, customer communications, and status updates. It helps you:

• Analyze current case state, recent activities, and pending actions to determine appropriate response content
• Generate professional work notes documenting investigation progress, findings, and decisions
• Create customer-facing additional comments with appropriate tone and detail level
• Suggest next actions based on case state, SLA status, and resolution progress
• Produce status update summaries for internal handoffs and management visibility
• Draft responses for common activity types: triage, investigation, escalation, awaiting info, and resolution

When to use: When a CSM agent needs to document case activity, update the customer on progress, create internal handoff notes, or determine and document the next steps in case resolution.

Prerequisites

• Roles: sn_customerservice_agent, sn_customerservice_manager, or csm_admin
• Access: Read/write access to sn_customerservice_case, sys_journal_field; read access to sn_customerservice_task, interaction, kb_knowledge, sn_customerservice_sla