Resolution Notes

Overview

This skill generates comprehensive, well-structured resolution notes for closing Customer Service Management (CSM) cases. It helps you:

• Summarize the original issue reported by the customer with relevant context
• Document all diagnostic steps taken and investigation findings
• Identify and document the root cause of the issue
• Describe the resolution applied and its verification
• Outline preventive measures and recommendations to avoid recurrence
• Produce clean, professional documentation suitable for customer communication, knowledge base articles, and audit trails

When to use: When a CSM agent is ready to resolve or close a case and needs to create thorough resolution documentation. Also useful for post-incident reviews, knowledge base article creation, and compliance auditing.

Prerequisites

• Roles: sn_customerservice_agent, sn_customerservice_manager, or csm_admin
• Access: Read access to sn_customerservice_case, sys_journal_field, sn_customerservice_task, interaction, sys_email, kb_knowledge, sn_customerservice_sla, and customer_account tables; write access to case resolution_notes and close_notes fields