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suggested-steps

Generate prioritized resolution steps for active CSM cases using ServiceNow data.

34|13|Updated Feb 6, 2026
Search Tags:#generate#case-management#csm#service-now#resolution-steps#agent-assist
One-click install
npx skills add https://github.com/Happy-Technologies-LLC/happy-servicenow-skills --skill suggested-steps
Or copy as Structured Prompt for Agent▼
Please help me install this Agent Skill.
Skill: suggested-steps
Source: https://github.com/Happy-Technologies-LLC/happy-servicenow-skills/tree/main/skills/csm/suggested-steps
Command: npx skills add https://github.com/Happy-Technologies-LLC/happy-servicenow-skills --skill suggested-steps

SYSTEM DOCUMENTATION & REQUIREMENTS

What problem does it solve?

This skill generates AI-powered, evidence-backed resolution steps for active CSM cases by analyzing case context and historical resolutions to help agents act faster and more consistently.

Core Features & Use Cases

  • Analyze the active case to extract product, category, symptoms, and customer context to tailor a resolution path.
  • Query past, similar-issue resolutions and attach relevant knowledge articles to guide the agent.
  • Present a prioritized, step-by-step plan with confidence scoring and escalation options to fit priority and SLA.

Quick Start

Trigger the AI to generate suggested resolution steps for the current case from its context.

Frequently Asked Questions about suggested-steps

High-intent search queries and answers about installing and using this skill.

FAQPage Schema
How do I generate resolution steps for active ServiceNow CSM cases?▼

To generate resolution steps for ServiceNow CSM cases, apply an AI skill to the active case context. It queries case history, interactions, and knowledge articles to produce a prioritized, step-by-step action plan.

Can AI suggest case resolution paths using ServiceNow knowledge articles and interaction history?▼

Yes, AI can suggest case resolution paths by analyzing ServiceNow interaction history and attaching relevant knowledge articles. It uses this data to tailor evidence-backed resolution steps for customer support agents.

What is the best way to prioritize customer support case resolutions based on SLA?▼

Prioritizing customer support case resolutions based on SLA involves generating a step-by-step plan with confidence scoring and escalation options. This approach fits case priority and SLA requirements effectively.

Does generating suggested steps for CSM cases require specific ServiceNow table configurations?▼

Generating suggested steps for CSM cases requires integrating with specific ServiceNow tables such as sn_customerservice_case, sys_journal_field, interaction, and kb_knowledge to query and analyze case data.

How do AI-generated resolution plans help agents handle consumer support activities?▼

AI-generated resolution plans help agents handle consumer support activities by analyzing past similar-issue resolutions to extract product and symptom context. This allows agents to act faster and more consistently.

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