Resolution Summary

The Resolution Summary feature of Copilot significantly enhances analyst productivity by transforming brief input notes into comprehensive and well-phrased resolution summaries. This functionality ensures that analysts can quickly generate detailed and accurate resolution notes without spending excessive time on writing and editing. By automating the creation of these summaries, Copilot helps maintain high-quality documentation that can be seamlessly integrated into knowledge articles.

This reduces the need for extensive review and editing, ensuring that information is consistently accurate and detailed. Consequently, enterprises benefit from improved documentation practices, streamlined workflows, and a more efficient transfer of knowledge within the organization. This not only saves time for analysts but also ensures that valuable insights and resolutions are readily accessible for future reference.

To view Resolution Summary, perform the following steps:

1. Navigate to Incident > Manage Incidents. The list of all Incidents is displayed.
   

2. Open an Incident by clicking on the Incident ID on the list page.
   

3. Change the status of Incident to Resolved.
   

4. A button to Generate Resolution Summary appears under the Solution tab.
   Figure: Generate Resolution Summary button
   

5. Click Generate Resolution Summary.
   A new pop-up displays the resolution notes.
   Figure: Resolution Summary pop-up
   

6. Click Override the Solution to reject or modify the generated Resolution Summary.
   

7. Click Append the Solution to add the generated Resolution Summary to the record. You can also integrate the generated output with other information to create a more comprehensive or complete record.
   

8. Click Cancel to close the Resolution Summary pop-up.

The generated Resolution Summary can be leveraged to create knowledge articles on Apex ITSM App and follow the rest of the knowledge article publishing process.