Now Assist For Csm

Configure the Accelerate Complaint Case Handling agentic workflow by defining key requirements and security controls. The workflow is then tested and made available through various channels.

You can install the Now Assist for Complaint Case (CSM) application (sn_cmpl_gen_ai) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application installs related ServiceNow Store applications and plugins if they are not already installed.

Use the Research AI agent activity in the Research stage of the Case Playbook for Complaints to invoke the Complaint Case Research AI agent and review its recommendations without leaving the playbook.

The Accelerate complaint case handling agents can work alongside human complaint agents to intake complaints, triage complaints, summarize cases, and answer research queries. The agents review previously attempted troubleshooting steps and propose resolution plans based on similar complaint cases or knowledge articles.

Turn on the AI skills to automate tasks such as case summarization, knowledge generation, and suggested steps- reducing manual work and improving case resolution speed.

Install required plugins and enable ServiceNow Otto for Customer Service Management (CSM) to configure and use generative AI skills in CRM Workspace and Core UI.

Activate the CSM MCP Server to enable AI-driven case management and GenAI skills features on your ServiceNow instance.

Add a new filter to a UI Builder dashboard to enable users to refine data views based on additional fields such as consumer, product, or other custom fields.

Create a category by entering the required details and saving the record.

Create a custom category and add a custom parameter to it.

Create and save a custom parameter within a category that supports custom parameters.

Review the inputs and triggers for sidebar summarization, sentiment analysis case and suggested steps generation skill.

In-product trigger for agentic AI shows agentic workflow status, presence indicators, and AI-generated insights directly on Customer Service Management (CSM) record and interaction pages.

Make informed decisions on cases and email interactions based on requester's sentiment and the reasoning behind it in the ServiceNow Otto for Customer Service Management (CSM) application.

Use CSM AI agents agentic workflow to process all routine cases coming in through email and other offline channels and increase agent productivity through faster resolution.

Configure case summarization to generate and display case summaries for agents and control who can access them in production.

Change a graph visualization to a different type within the same graph group, such as converting a bar chart or area chart.

Change the field used in a trending topics insight to display data from a different field, such as changing from Assignment Group to Consumer or Product.

Change a sentiment analysis insight to display sentiment data from a different field. This requires updates to both the UI Builder component and AI Skill Kit.

Clone an AI skill to experiment with settings and configure it for your business needs.

Information about the roles, tables, and scheduled jobs that are installed with Voice Agents.

You must define an access control list (ACL) for conversational flows. An ACL enables you to restrict who is able to access and execute a skill to only users with the correct role.

Set up the activity response generation skill in the AI Admin Hub console to enable automated responses in comments and work notes.

Configure AI Search with the Troubleshooting steps identification AI agent to fetch the relevant cases and knowledge articles that could help solve your issue.

Configure the AI Voice Agent to let callers check case status, create cases, and update existing cases through voice interactions.

Configure Call Summarization to automatically generate summaries of agent-customer calls within the Active Chat window to capture key details for better agent follow-up and record keeping.

Use the guided setup in the AI Admin Hub console to configure chat recommendation by defining triggers, specifying inputs, setting the display location, and activating the feature.

Configure Chat Summarization to generate condensed summaries of conversations between agents or with a Virtual Agent, highlighting key points for quick reference.

Turn on the Customer summarization skill in ServiceNow Otto for CSM and configure user access and role restrictions to control who can use the skill and what data it can access.

Configure email reply recommendation to help agents generate and refine efficient email responses based on conversation context.

Create a child skill variant of the Email reply recommendation skill to generate AI-powered email replies tailored to a specific case subtype or extended table.

Create a child skill variant of the resolution notes generation skill to create concise summaries of case resolutions, helping agents to quickly understand resolution details.

Configure the Knowledge Generation skill to draft knowledge articles on resolving case tasks for agents to review and edit before publishing.

Use ServiceNow Otto for CSM in Virtual Agent to provide users a content-driven generative AI experience.

Configure the Resolution Notes skill to create concise summaries of case resolutions, helping agents quickly understand resolution details and support future similar interactions.

Configure Sentiment Analysis to evaluate case sentiment, trends, and reasoning from case inputs, helping agents resolve cases more efficiently.

Configure the service recommendations for interactions skill in the AI Admin Hub console to streamline case creation. This skill reduces cognitive effort, saves time, and promotes accurate case routing.

Configure sidebar summarization to generate summaries of sidebar discussions for quick agent understanding, allowing for faster collaboration.

Activate the skills with different skill configurations in each domain in the ServiceNow Otto for Customer Service Management (CSM) application.

Activate the Special Handling Notes summarization skill to enable ServiceNow Otto for CSM to generate concise summaries of special handling notes on the Case Insights section.

Configure suggested steps generation to analyze clusters of similar cases and suggest next steps for case resolution for accelerated and consistent agent case troubleshooting.

Configure the trending topic dashboard to identify clusters of related records, visualize their volume and sentiment over time, and use AI-generated insights to resolve issues.

Copy the Automated quality assurance skill to experiment with settings and configure it for your business needs.

Create a domain by creating an account in the account table in the Customer Service Management (CSM) application. By creating an account, you also create a domain. If you have the admin role, you can create multiple domains by creating different accounts as needed.

The Customer Service Management (CSM) AI Agent Collection provides a set of prebuilt, fully configured AI agents and agentic workflows to address common Customer Service Management scenarios.

Live interaction recommendations AI agent is an agentic capability within ServiceNow Otto Customer Service Management (CSM) that provides real-time recommendations to human agents during live customer interactions on the voice channel. When a customer contacts a support agent, this AI agent analyzes the ongoing conversation transcript, retrieves relevant knowledge and customer context, and surfaces actionable recommendations directly within the CSM Configurable workspace.

Reference for all tools available in the CSM MCP Server, organized by functional area: case management and GenAI skill tools.

The CSM MCP Server connects AI-enabled Model Context Protocol (MCP) client applications to your ServiceNow environment, enabling case management and generative AI skill features for customer service agents and managers.

Provide Customer 360 insights agentic workflow is a GenAI-powered assistant that helps agents answer natural language questions about customers, cases, products, catalogs, and past interactions with a seamless multi-turn Q & A experience.

Customize case summarization skill by selecting input data sources, setting case state conditions, and defining access controls to generate AI-powered case summaries that fit your organization's needs.

Update the Case Insights Ask AI button system properties to control the drop-down and quick questions displayed on the CSM Case Insights section in your instance.

Customize the ServiceNow Otto context menu for CSM case fields to configure AI-powered actions like generating resolution notes, shortening, and elaborating on content.

Learn how to access, activate, and customize a ServiceNow Otto for CSM skill using the AI Admin Hub console and AI Skill Kit.

Domain separation allows users to separate data, processes, and administrative tasks into logical groupings known as domains. Domain separation enables users to independently manage skill configurations, data visibility, and other settings within each domain.

Modify an existing custom parameter by editing it and resolving naming conflicts if needed.

Update the weight of a parameter and enable or disable it.

Update the details of an existing custom category when changes are required.

Edit the configuration of the Automated quality assurance skill to choose the inputs or parameters and display the location of the skill output.

Configure the Troubleshooting steps identification AI agent to use the Search retrieval tool to fetch relevant cases and knowledge articles, including their attachments, to help solve your issue.

Use the ServiceNow Otto context menu in the resolution notes field of the case form in both Core UI (UI16) and Workspace to create resolution note.

Generate recommendations for work notes or comments in a case record using ServiceNow Otto and add them to enhance the quality of your interactions with the user.

Generate a reply based on the context of the chat conversation using AI icon. Chat reply recommendations can help provide agents with quick replies to common questions.

Generate an email response that is based on the case and email context by using the AI icon. With email response, agents can create quick emails or responses, helping minimize errors and ramp up productivity.

Starting with version 7.0 of Customer Service Management AI agent collection, several configuration records that support the Live Agent Assist capability were renamed to align with its new label, Live interaction recommendations AI agent.

Use the CSM MCP Server to retrieve lists of cases and case tasks and view details for specific cases and case tasks through an MCP client application such as Moveworks or Claude on the web.

Use the CSM MCP Server to summarize cases, generate draft resolution notes, analyze sentiment, and create AI-drafted activity responses.

Add generative AI-specific functionality to the Case form by configuring the Propose Solution UI action and declarative action that are included with the ServiceNow Otto for Customer Service Management (CSM) application.

If you have the admin role, you can configure the ServiceNow Otto for Customer Service Management (CSM) application so that your agents can use the generative AI skills in CRM Workspace and in Core UI.

With the ServiceNow Otto for Customer Service Management (CSM) application, your agents can use generative AI to summarize the customer chat conversations and case details to get the context of the case. They can also generate the case resolution notes to share with the other agents and wrap up cases faster.

Use the resolution notes generation skill in ServiceNow Otto for Customer Service Management (CSM) to generate resolution notes for a case. You can propose the resolution to the customer and add it to the case record. By generating the resolution notes, you can wrap up cases faster and provide information about the case resolution to other agents who might encounter similar issues.

Banners display information about generative AI skills and the form fields that are generated or predicted by those skills.

Use ServiceNow Otto for Customer Service Management (CSM) to generate a consolidated view of case insights directly from the case record. The Case Insights section surfaces a summary of the case alongside key contextual information to help service reps understand and act on cases quickly.

Generate a summary of the Virtual Agent chat history and the chat conversation between a live agent and a customer by using the chat summarization skill in the ServiceNow Otto for Customer Service Management (CSM) application.

Get a quick overview of the important information that is related to the ServiceNow Otto for Customer Service Management (CSM) application.

If you have an agent role, you can summarize the customer chat conversations, summarize the case details, and generate the case resolution notes with the ServiceNow Otto for Customer Service Management (CSM) application.

Use the ServiceNow ServiceNow Otto for Customer Service Management (CSM) application to summarize the case information, generate the case resolution notes, and summarize the chat for an interaction. You can enable your agents to understand the chat and case context so that they can propose quicker resolutions to your customers.

Generate knowledge articles for resolved and closed cases within the CRM Workspace and classic environment using ServiceNow Otto.

Activate base system AI Guardian CSM filters to automatically detect sensitive content in case conversations using the emotional tone of the message.

Configure the Automated quality assurance skill to generate quality assurance scores and feedback for closed cases through automatic review based on defined scoring criteria.

Request generative AI capabilities in the ServiceNow Otto panel, such as chat summaries, case summaries, resolution notes, or knowledge article generation.

Configure Sentiment analysis for email interactions to evaluate sentiment, trends, and reasoning at interaction level and help agents resolve cases more efficiently.

Configure AI in portal case form to minimize case creation when a resolution already exists in the current knowledge base or external sources.

The skills performance dashboard helps you monitor how ServiceNow Otto for CSM skills are being used across CSM records and interactions. Use this dashboard to identify high-performing skills, track adoption trends, and spot skills that need attention.

Generate suggested steps automatically by analyzing clusters of closed cases with similar case resolution in the ServiceNow Otto for Customer Service Management (CSM) application.

Generate a summary of the call conversation between a live agent and a customer by using the call summarization skill in the ServiceNow Otto for Customer Service Management (CSM) application.

Generate a summary of the Sidebar discussions between agents, requesters, and subject matter experts by using the chat summarization skill in the ServiceNow Otto for Customer Service Management (CSM) application.

The Troubleshooting steps identification AI agent fetches the context from a case, identifies the missing context by comparing it with knowledge articles, similar cases, and standard operating documents, and then proposes additional troubleshooting steps.

Access the automated quality assurance dashboard from the CRM Workspace to view detailed agent performance metrics and quality assurance scoring data.

The automated quality assurance dashboard provides GenAI-generated quality insights for individual agents, including time-based filters, trend analysis, category and parameter breakdowns, with a detailed list of reviewed cases.

Visualize and interpret customer sentiment across cases using the sentiment analysis dashboard and GenAI insight cards.

Use ServiceNow Otto to view AI-predicted service recommendations based on the context of an interaction record, such as the short description or description, and create cases based on these recommendations.

Get common case-related information from the KBs within the case record by asking questions in the Now Assist panel.

Book, reschedule, and cancel appointments with Virtual Agent conversations using ServiceNow Otto. Setup a new appointment, modify an existing one, or cancel an appointment with a streamlined and user-friendly flow.

Identify clusters of related records and visualize their volumes and sentiment trends over time using the trending topics dashboard and GenAI-generated insights.

Use the AI voice agents to create cases and check case status through natural, conversational voice calls.