Resolve Assist – Case Summary & Knowledge Recommendations

Case Summary

What It Does

• Summarizes the issue, history, and current status

Why It Helps

• Faster case understanding
• Easier handoffs
• Less time reading long threads

How It Works

• Generated automatically or on demand
• Marked outdated when new updates arrive
• Can be refreshed anytime

Knowledge Summary

Resolve Assist searches across:

• Past cases
• Engineering tickets (e.g Jira)
• Knowledge bases (e.g Confluence, Help Center)

Agents see:

• Suggested resolution approach
• Troubleshooting steps
• Referenced knowledge sources

Recommended Knowledge Sources

Even without Knowledge Summary enabled, agents can:

• View related cases and articles
• Filter by source type

Related Articles

• Resolve Assist – Overview & Agent Workflow
• Resolve Assist – Draft Responses & Response Assist
• Resolve Assist – Knowledge Linking & Draft Knowledge Articles