In modern case management, swift and efficient case resolution is crucial. Our solution brief demonstrates how automating case resolution in ServiceNow with Artificial Intelligence (AI) can optimize this process. The solution identifies and automates recurring tasks, speeding up processing and increasing accuracy. It outlines requirements such as technical infrastructure and training, as well as expected outcomes like reduced processing times and better resource utilization. A detailed workflow illustrates the practical implementation of the automation. This solution makes case resolution in ServiceNow more efficient and future-proof.

In interactions with Large Language Models (LLMs), it is often beneficial to incorporate external data sources such as knowledge articles or FAQs. Two effective methods for this are Prompt Engineering and Retrieval-Augmented Generation (RAG). This whitepaper explains the differences between these approaches, outlines their structure, and discusses their respective advantages and disadvantages. Additionally, it details the practical implementation in ServiceNow. Learn how to significantly enhance the efficiency and accuracy of your LLM-powered communication through the strategic use of Prompt Engineering and RAG.