Suggested Resolution Steps for CSM Cases

Overview

This skill generates AI-powered resolution step recommendations for active customer service cases. By analyzing the case's product, issue category, customer context, and historical resolution patterns from similar cases, it produces a prioritized list of troubleshooting and resolution steps for agents. It covers:

• Analyzing the active case to extract issue classification, product, and symptoms
• Querying resolved cases with matching category, product, and keywords for resolution patterns
• Ranking resolution approaches by success rate and average resolution time
• Generating step-by-step resolution guidance tailored to the specific case context
• Incorporating relevant knowledge articles as reference material within steps
• Suggesting escalation paths when standard resolution steps are unlikely to resolve the issue

When to use: When an agent opens a new or in-progress case and needs guidance on resolution approach, when a junior agent encounters an unfamiliar issue type, or when automating resolution suggestions in Agent Workspace.

Value proposition: Reduces mean time to resolution by surfacing proven resolution approaches from historical data. Ensures consistent troubleshooting methodology across the support team regardless of agent experience level.

Prerequisites