Resolve Assist – Overview & Agent Workflow

What Is Resolve Assist?

Resolve Assist is an AI-powered assistant that helps support engineers resolve cases faster using:

• Case summaries
• Knowledge recommendations
• Draft responses
• Knowledge capture

It is available:

• In SupportLogic Support Hub
• Embedded in your CRM case view (iFrame / plugin)

Where Agents Use Resolve Assist

In SupportLogic

Agents can:

• View prioritized cases
• Review AI summaries
• Explore recommended knowledge
• Draft and send responses

In Your CRM

Agents can:

• See key case signals
• Access Resolve Assist directly in the case
• Generate responses without switching tools

Typical Agent Workflow

1. Open a case
2. Read the Case Summary
3. Review recommended solutions
4. Generate and send a response
5. Capture knowledge (optional)

• Resolve Assist – Case Summary & Knowledge Recommendations
• Resolve Assist – Draft Responses & Response Assist