Customize ServiceNow Otto context menu for skills

---
title: Customize ServiceNow Otto context menu for skills
description: Customize the ServiceNow Otto context menu for CSM case fields to configure AI-powered actions like generating resolution notes, shortening, and elaborating on content.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/now-assist-for-csm/customize-now-assist-context-menu-for-skills.html
release: australia
product: Now Assist for CSM
classification: now-assist-for-csm
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 2
keywords: [generative AI, generative AI for Customer Service Management, generative AI for customer service agents]
breadcrumb: [Configure, ServiceNow Otto for CSM, Customer Service Management]
---

# Customize ServiceNow Otto context menu for skills

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

## Before you begin

Role required: admin

**Note:**

The context menu configuration is accessible through the AI Experiences in AI Admin Hub console. After activating the relevant skills, users are prompted to visit the Case NACM Config. However, in the base system, configuration is already active. By default, it is configured to use extended tables for the resolution notes and activity response generation skill that is provided in the base system.

Case NACM Config is currently only available for resolution notes and activity response generation skill.

## Procedure

1.  Navigate to **All** > **AI Admin Hub** > **AI Experiences**.

2.  Select ServiceNow Otto context menu.

3.  Open the **Configuration** tab to view all the existing configurations.

4.  Find the configuration name **Case NACM Config**.

5.  Under Action, select the \[Omitted image "csm-ws-dashboards-more-actions-icon.png"\] Alt text: More actionsicon

6.  Select **Edit configuration**.

7.  In the guided setup, go to **General details** and customize the table name.

8.  Select the **Record form fields** for table form use cases.

    The form fields are active for close notes, additional comment and work notes.

9.  Select **Save and continue**.

10. Select **Configure Experience**, to configure the actions for the context menu trigger button and dialog.

    There are separate configurations for close notes, additional comment and work notes. Default action configured is **Generate resolution notes**.

    1.  Configure the **Actions** to **Generate resolution notes**, **Shorten** and **Elaborate**.
    2.  Configure the **Refinement actions** to **Shorten** and **Elaborate**.
    3.  Configure the **Actions for generated content** to **Insert**.
    In the preview you can see how the context menu button will look like after configuration.

    By default, the **Enable support for extended tables** toggle is turned on and this configuration is shipped as active in the base system. When the skill is active, this experience is available.

11. Select **Define access** to determine who can access this skill.

    By selecting specific roles, you're controlling who can use it. The roles you choose will also be available in the next step **Select display**.

    Default and Custom Roles:

    -   If no changes are made, the default roles sn\_customerservice\_agent and sn\_customerservice.consumer\_agent automatically appear in **Define Access** and **Select Display**.
    -   If custom roles were added before the upgrade, they are updated automatically by a script.
    -   If new roles are created after the upgrade, you can manually add them in both the **Define Access** and **Select Display**.

        **Note:** In the **Select Display** step, you can only choose roles that were added in the **Define Access** step. If you add a role in **Define Access**, you still must manually select it in **Select Display** to make it active.

12. **Select Display** to determine where to display the Case NACM Config.

    -   Select In-product desktop to show Case NACM Config in all customer products on forms and workspaces.
    -   Select roles for whom NACM config will be displayed.
13. In **Review and Activate** select **Activate** to activate the context menu for the skill.

    A record with the specific usage conditions can be selected from the drop down to test the configuration.

    The context menu has been successfully activated.

14. Select **Return to Customer** to complete and save this section.