resolution-notes

解决说明

概述

此技能可为已结案的客户服务管理（CSM）案件生成全面、结构清晰的解决说明。它可以帮助你：

• 总结客户报告的原始问题及相关背景
• 记录采取的所有诊断步骤和调查结果
• 查明并记录问题的根本原因
• 描述已采取的解决措施及其验证方式
• 概述预防措施和建议，以避免问题再次发生
• 生成清晰、专业的文档，适用于与客户沟通、编写知识库文章和保留审计记录

适用场景： CSM Agent 准备解决或关闭案件，并需要撰写详尽的解决文档时。也适用于事后审查、创建知识库文章和合规审计。

前提条件

• 角色： sn_customerservice_agent、sn_customerservice_manager 或 csm_admin
• 访问权限： 对 sn_customerservice_case、sys_journal_field、sn_customerservice_task、interaction、sys_email、kb_knowledge、sn_customerservice_sla 和 customer_account 表具有读取权限；对案件的 resolution_notes 和 close_notes 字段具有写入权限
• 知识： 了解 CSM 案件解决代码、结案要求以及所在组织的文档标准

操作步骤

步骤 1：获取完整案件详情

获取完整案件记录，包括所有与解决问题相关的字段。

使用 MCP（Claude Code/Desktop）：

Tool: SN-Get-Record
Parameters:
  table_name: sn_customerservice_case
  sys_id: [case_sys_id]
  fields: number,short_description,description,state,priority,urgency,impact,category,subcategory,contact,account,consumer,product,asset,assigned_to,assignment_group,opened_at,opened_by,resolved_at,resolved_by,closed_at,closed_by,resolution_code,resolution_notes,close_notes,escalation,severity,sla_due,contact_type,reassignment_count,reopen_count,cause,business_duration,calendar_duration,made_sla

使用 REST API：

GET /api/now/table/sn_customerservice_case/{case_sys_id}?sysparm_fields=number,short_description,description,state,priority,urgency,impact,category,subcategory,contact,account,consumer,product,asset,assigned_to,assignment_group,opened_at,opened_by,resolved_at,resolved_by,closed_at,resolution_code,resolution_notes,close_notes,escalation,severity,reassignment_count,reopen_count,cause,business_duration,calendar_duration,made_sla&sysparm_display_value=true

步骤 2：收集所有工作备注（调查记录）

获取完整的工作备注历史，以还原调查和解决问题的时间线。

使用 MCP：

Tool: SN-Query-Table
Parameters:
  table_name: sys_journal_field
  query: element_id=<case_sys_id>^element=work_notes^ORDERBYsys_created_on
  fields: sys_id,value,sys_created_on,sys_created_by
  limit: 100

使用 REST API：

GET /api/now/table/sys_journal_field?sysparm_query=element_id=<case_sys_id>^element=work_notes^ORDERBYsys_created_on&sysparm_fields=value,sys_created_on,sys_created_by&sysparm_limit=100

步骤 3：查看相关任务及其结果

检查子任务，获取更多解决详情和已完成的操作。

使用 MCP：

Tool: SN-Query-Table
Parameters:
  table_name: sn_customerservice_task
  query: parent=<case_sys_id>^ORDERBYsys_created_on
  fields: sys_id,number,short_description,state,assigned_to,assignment_group,opened_at,closed_at,close_notes,work_notes
  limit: 20

使用 REST API：

GET /api/now/table/sn_customerservice_task?sysparm_query=parent=<case_sys_id>^ORDERBYsys_created_on&sysparm_fields=number,short_description,state,assigned_to,assignment_group,opened_at,closed_at,close_notes&sysparm_limit=20&sysparm_display_value=true

步骤 4：查看客户沟通记录

获取面向客户的沟通记录，确认客户已知悉问题解决情况。

使用 MCP：

Tool: SN-Query-Table
Parameters:
  table_name: sys_journal_field
  query: element_id=<case_sys_id>^element=comments^ORDERBYDESCsys_created_on
  fields: value,sys_created_on,sys_created_by
  limit: 20

Tool: SN-Query-Table
Parameters:
  table_name: sys_email
  query: instance=<case_sys_id>^ORDERBYDESCsys_created_on
  fields: sys_id,subject,type,body_text,sys_created_on,sys_created_by
  limit: 10

使用 REST API：

GET /api/now/table/sys_journal_field?sysparm_query=element_id=<case_sys_id>^element=comments^ORDERBYDESCsys_created_on&sysparm_fields=value,sys_created_on,sys_created_by&sysparm_limit=20

GET /api/now/table/sys_email?sysparm_query=instance=<case_sys_id>^ORDERBYDESCsys_created_on&sysparm_fields=subject,type,body_text,sys_created_on&sysparm_limit=10&sysparm_display_value=true

步骤 5：检查 SLA 表现

获取 SLA 数据，记录解决问题是否达到服务级别目标。

使用 MCP：

Tool: SN-Query-Table
Parameters:
  table_name: sn_customerservice_sla
  query: task=<case_sys_id>
  fields: sla,stage,has_breached,planned_end_time,end_time,business_duration,percentage,business_percentage
  limit: 10

使用 REST API：

GET /api/now/table/sn_customerservice_sla?sysparm_query=task=<case_sys_id>&sysparm_fields=sla,stage,has_breached,planned_end_time,end_time,business_duration,percentage&sysparm_limit=10&sysparm_display_value=true

步骤 6：搜索相关知识库文章

检查是否已有关于此问题的知识库文章，或是否需要新建文章。

使用 MCP：

Tool: SN-Query-Table
Parameters:
  query: workflow_state=published^short_descriptionLIKE[key_terms]
  table_name: kb_knowledge
  limit: 5

Tool: SN-Query-Table
Parameters:
  table_name: kb_knowledge
  query: workflow_state=published^short_descriptionLIKE[key_terms]
  fields: number,short_description,text,kb_category,sys_updated_on
  limit: 5

使用 REST API：

GET /api/now/table/kb_knowledge?sysparm_query=workflow_state=published^short_descriptionLIKE<key_terms>&sysparm_fields=number,short_description,kb_category&sysparm_limit=5&sysparm_display_value=true

步骤 7：检查类似的未结案件

确认是否有其他未结案件可从此解决方案中受益。

使用 MCP：

Tool: SN-Query-Table
Parameters:
  table_name: sn_customerservice_case
  query: category=[category]^subcategory=[subcategory]^stateNOT IN6,7,8^sys_id!=<case_sys_id>^short_descriptionLIKE[key_terms]
  fields: number,short_description,state,assigned_to,account
  limit: 10

使用 REST API：

GET /api/now/table/sn_customerservice_case?sysparm_query=category=<category>^subcategory=<subcategory>^stateNOT IN6,7,8^sys_id!=<case_sys_id>^short_descriptionLIKE<key_terms>&sysparm_fields=number,short_description,state,assigned_to,account&sysparm_limit=10&sysparm_display_value=true

步骤 8：生成解决说明

汇总收集到的所有信息，编写全面的解决文档。

解决说明结构：

=== RESOLUTION NOTES ===
Case: [number]
Resolved By: [agent_name] | Resolution Date: [resolved_at]
Resolution Code: [resolution_code]

1. ISSUE SUMMARY
   Customer [contact_name] from [account_name] reported [short_description]
   on [opened_at]. The issue affected [product/service] and was categorized
   as [category]/[subcategory] with [priority] priority.

   Detailed Description:
   [description - summarized]

   Impact:
   - Business Impact: [impact description]
   - Users Affected: [scope]
   - Duration of Impact: [from opened_at to resolved_at]

2. INVESTIGATION TIMELINE
   [date_1] - Case created via [contact_type]. Initial triage performed.
   [date_2] - [investigation action and finding]
   [date_3] - [investigation action and finding]
   [date_4] - [escalation if applicable]
   [date_5] - Root cause identified.
   [date_6] - Fix applied and verified.

3. ROOT CAUSE
   [Detailed root cause description]

   Contributing Factors:
   - [factor_1]
   - [factor_2]

4. RESOLUTION
   Resolution Code: [Solved Permanently / Workaround / Not Reproducible /
                      Duplicate / etc.]

   Resolution Details:
   [Step-by-step description of the fix applied]

   Verification:
   - [How the fix was verified]
   - [Customer confirmation of resolution - date and method]

5. STEPS TAKEN
   1. [step_1 with date]
   2. [step_2 with date]
   3. [step_3 with date]
   ...

   Steps Attempted But Unsuccessful:
   1. [failed_step_1 - reason it did not work]
   2. [failed_step_2 - reason it did not work]

6. RELATED TASKS
   - [task_number]: [description] - [outcome]
   - [task_number]: [description] - [outcome]

7. SLA PERFORMANCE
   - Response SLA: [Met/Breached] ([actual] vs [target])
   - Resolution SLA: [Met/Breached] ([actual] vs [target])
   - Business Duration: [duration]
   - Calendar Duration: [duration]
   - Reassignment Count: [count]

8. PREVENTIVE MEASURES
   - [recommendation_1 - e.g., "Apply patch X to all production servers"]
   - [recommendation_2 - e.g., "Update monitoring to detect this condition"]
   - [recommendation_3 - e.g., "Add this scenario to runbook Y"]

9. KNOWLEDGE BASE
   - Existing KB Referenced: [KB number and title, if applicable]
   - KB Article Recommended: [Yes/No]
     If Yes: [suggested article title and key content points]

10. RELATED CASES
    - Similar Open Cases: [list of case numbers that may benefit]
    - Previously Resolved: [case numbers with same root cause]

结案说明（close_notes 字段的简短摘要）：

Issue: [one-line description]
Root Cause: [one-line root cause]
Resolution: [one-line resolution description]
Preventive Action: [one-line preventive measure]
KB Reference: [KB number or "N/A"]
Customer Confirmed: [Yes/No - date]

工具用法

MCP 工具参考

工具	使用场景
SN-Natural-Language-Search	查找相关知识库文章和类似的已解决案件
SN-Query-Table	获取工作备注、任务、电子邮件、SLA 数据和类似案件
SN-Get-Record	获取包含所有解决相关字段的完整案件记录

REST API 参考

端点	方法	用途
/api/now/table/sn_customerservice_case	GET	获取案件详情并搜索类似案件
/api/now/table/sys_journal_field	GET	获取工作备注和评论历史
/api/now/table/sn_customerservice_task	GET	获取相关任务结果
/api/now/table/sys_email	GET	获取电子邮件沟通记录和确认信息
/api/now/table/interaction	GET	获取互动记录
/api/now/table/kb_knowledge	GET	获取知识库文章参考
/api/now/table/sn_customerservice_sla	GET	获取 SLA 表现数据
/api/now/table/customer_account	GET	获取客户账户背景信息

最佳实践

• 全面但简洁： 包含所有相关细节，但避免冗余；解决说明应完整清晰，不要过于冗长
• 准确记录根本原因： 区分症状、促成因素和实际根本原因；这对趋势分析至关重要
• 记录失败的尝试： 记录哪些方法无效，与记录哪些方法有效同样有价值；这能避免未来的 Agent 重复无效步骤
• 获取客户确认： 始终注明客户是否确认问题已解决，以及确认方式（邮件回复、电话或聊天消息）
• 推荐知识库文章： 如果没有适用于此解决方案的知识库文章，请建议创建一篇；如果已有文章，请注明是否需要更新
• 关联相关案例： 找出并引用类似案例，帮助发现规律并主动跟进
• 使用标准解决代码： 始终使用组织定义的解决代码，以确保报告准确
• 注明 SLA 执行情况： 记录 SLA 是否合规，因为这些信息会用于客户健康度指标和合同义务
• 为未来的读者撰写： 解决说明应便于不熟悉此案例的人在数月或数年后理解
• 区分内部备注和面向客户的备注： 将详细的技术分析保留在工作备注中；在 resolution_notes 和 close_notes 中填写清晰易懂的摘要

故障排查

“不清楚有哪些解决代码选项”

原因： 解决代码因组织和 CSM 配置而异
解决方案： 查询可用代码的选项列表：GET /api/now/table/sys_choice?sysparm_query=name=sn_customerservice_case^element=resolution_code&sysparm_fields=label,value。常见代码包括：已解决（永久）、已解决（临时方案）、无法复现、重复、已知错误、用户错误、配置更改。

“无法在工作备注中找到根本原因”

原因： 调查过程中可能未明确记录根本原因
解决方案： 检查完整的工作备注时间线，找出问题得到理解的关键节点。查看升级备注和任务关闭备注中的技术细节。如果确实无法确定根本原因，请记录为“根本原因：未确定”，并注明最接近的推测。

“客户未确认问题已解决”

原因： 客户可能没有回复解决通知
解决方案： 检查 sys_email 中是否有解决通知邮件退回。查看评论中是否有间接确认。如果超过标准等待期限仍未收到确认，请记录“客户确认：在 [X] 天等待期内未收到。根据政策自动解决。”

“SLA 数据显示了错误的违约记录”

原因： SLA 可能被错误暂停，或解决时未停止计时
解决方案： 检查 SLA 记录上的 pause_duration 和 pause_time 字段。查看审计日志（sys_audit 表）中的案例状态转换，确认 SLA 阶段转换是否正确。

示例

示例 1：软件缺陷解决

场景： 解决有关应用程序反复报错的案例。

步骤 1 - 获取案例和工作备注：

Tool: SN-Get-Record
Parameters:
  table_name: sn_customerservice_case
  sys_id: [case_sys_id]
  fields: number,short_description,description,state,priority,category,subcategory,product,contact,account,opened_at,resolved_at,resolution_code,cause,reassignment_count,made_sla,business_duration

Tool: SN-Query-Table
Parameters:
  table_name: sys_journal_field
  query: element_id=<sys_id>^element=work_notes^ORDERBYsys_created_on
  fields: value,sys_created_on,sys_created_by
  limit: 50

生成的解决备注：

RESOLUTION NOTES - CS0075432

1. ISSUE SUMMARY
   Customer Amy Chen from DataFlow Inc. reported that the reporting
   module throws a "NullPointerException" when generating monthly
   summary reports with more than 10,000 records. Issue began after
   platform upgrade to version 3.4.1. Priority: P2.

2. INVESTIGATION TIMELINE
   Mar 10 - Case created via email. Initial triage by L1 Support.
   Mar 11 - Reproduced in test with 15K record dataset.
   Mar 12 - Identified exception in ReportGenerator.java line 847.
   Mar 13 - Escalated to Engineering (Level 2).
   Mar 14 - Engineering confirmed pagination bug in v3.4.1.
   Mar 17 - Hotfix 3.4.1-HF02 deployed to customer instance.
   Mar 18 - Customer confirmed reports generating successfully.

3. ROOT CAUSE
   A pagination logic error introduced in version 3.4.1 caused a
   null reference when the result set exceeded the default page size
   of 10,000 records. The cursor object was not being re-initialized
   between page iterations.

   Contributing Factors:
   - Insufficient test coverage for large datasets in v3.4.1 release
   - Customer's dataset grew past 10K threshold in February

4. RESOLUTION
   Resolution Code: Solved (Permanently)
   Applied hotfix 3.4.1-HF02 which corrects the pagination cursor
   handling in ReportGenerator.java. Fix verified with 50K record
   dataset in staging before production deployment.

   Verification:
   - Agent verified fix in test environment with 25K records
   - Customer confirmed successful report generation on Mar 18
     via email reply

5. SLA PERFORMANCE
   - Response SLA: Met (2 hours vs 4 hour target)
   - Resolution SLA: Met (6 business days vs 10 day target)
   - Reassignment Count: 1 (L1 to Engineering)

6. PREVENTIVE MEASURES
   - Engineering to add large dataset tests (10K, 50K, 100K) to
     regression suite for reporting module
   - Proactive notification to all customers on v3.4.1 to apply HF02
   - Monitoring alert added for NullPointerException in reporting

7. KNOWLEDGE BASE
   - KB0045678 created: "Reporting Module NullPointerException
     Fix for v3.4.1 - Apply Hotfix HF02"

示例 2：配置问题关闭备注

场景： 快速解决配置错误的集成问题。

步骤 1 - 获取案例：

Tool: SN-Query-Table
Parameters:
  table_name: sn_customerservice_case
  query: number=CS0076100
  fields: sys_id,number,short_description,state,priority,category,product,contact,account,opened_at,resolution_code
  limit: 1

生成的关闭备注：

Issue: SSO integration failing with "invalid_redirect_uri" error
Root Cause: OAuth redirect URI in customer's identity provider
  configuration contained a trailing slash that did not match the
  registered callback URL
Resolution: Removed trailing slash from IdP redirect URI
  configuration; SSO authentication now working correctly
Preventive Action: Added redirect URI format validation to
  integration setup checklist (KB0045700)
KB Reference: KB0045700 - SSO Integration Redirect URI Configuration
Customer Confirmed: Yes - Mar 19 via email

相关技能

• csm/case-summarization - 在撰写解决备注之前总结案例
• csm/activity-response - 在案例整个生命周期中记录调查活动
• csm/sentiment-analysis - 检查客户情绪，确认问题得到积极解决
• csm/email-recommendation - 生成发给客户的解决通知邮件
• knowledge/article-generation - 根据解决问题的发现创建知识库文章