Now Assist for Customer Service Management (CSM) Essentials - Overview and Store Updates
5 Hours 45 Minutes

Now Assist for Customer Service Management (CSM) Essentials - Overview and Store Updates

New skills and enhancements to the Now Assist for CSM application in Q2 and Q3 of 2024

About this Path

This path focuses on the Now Assist for CSM capabilities released in Q2 and Q3 of 2024. 


Who is it for:
The path is recommended for those who have completed the original boot camp, as it covers additional Q2 and Q3 features. However, it can also serve as a starting point for newcomers to the application, with the Essentials class offering a comprehensive overview of all available skills as of Q2 2024.


This path covers the following new and changed features:

Q2'24 Now Assist for CSM Essentials

  • Case, Chat, and Call skills
  • Post-call summarization 
  • Knowledge generation
  • Dynamic translation
  • Enhancements to Case Summarization and Resolution Notes generation

Q3'24: New skills and feature updates in Xanadu

  • Get a summary of sidebar discussions between agents, requesters, and subject matter experts.
  • Reply faster with chat response recommendations in real-time.
  • Respond quickly with recommended email replies.
  • Customize Prompt configurability to produce more tailored and detailed summaries.
  • Create knowledge articles based on insights from multiple related cases and tasks.