Configuring ServiceNow Otto for Customer Service Management \(CSM\)

---
title: Configuring ServiceNow Otto for Customer Service Management \(CSM\)
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/now-assist-for-csm/now-assist-csm-configuring.html
release: australia
product: Now Assist for CSM
classification: now-assist-for-csm
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [ServiceNow Otto for CSM, Customer Service Management]
---

# Configuring ServiceNow Otto for Customer Service Management \(CSM\)

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.

Use the AI Admin Hub console to configure ServiceNow Otto for CSM. This console contains everything that you must install the plugins and configure the generative AI skills. For additional information, see [Overview tab in AI Admin Hub](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/configuring-now-assist.md).

The following table lists the features and skills that you can access from the console.

<table id="table_ipf_bbd_wyb"><thead><tr><th>

CSM features

</th><th>

Skills

</th></tr></thead><tbody><tr><td>

Chat

</td><td>

-   Chat summarization
-   Chat recommendation
-   Sidebar recommendation

</td></tr><tr><td>

Case

</td><td>

-   Case summarization
-   Resolution notes generation
-   Email recommendation
-   Suggested steps generation
-   Sentiment analysis case
-   Trending topics dashboard
-   Activity response generation
-   Sentiment analysis dashboard

</td></tr><tr><td>

Knowledge

</td><td>

KB generation

</td></tr><tr><td>

Call

</td><td>

Call summarization

</td></tr></tbody>
</table>**Note:**

-   Learn how to select an LLM provider to configure all AI generated skills at once. Your choice controls the intelligence layer for the entire capability. For more info, see [Manage AI models](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/manage-large-language-models.md) and [Manage model providers](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/edit-model-providers.md).
-   The minimum version of the workspace required to support ServiceNow Otto for CSM features:
    -   CRM Workspace Foundation \(sn\_cwf\_wrkspc\): 24.2.1.

    -   CRM Workspace \(sn\_csm\_wrkspc\): 24.2.0.


For earlier versions, go to [Application Manager](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/application-manager.md) to upgrade it to a later version.

**Related topics**  


[Overview tab in AI Admin Hub](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/configuring-now-assist.md)

[Configuring plugins and skills in AI Admin Hub](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/configuring-na-landing.md)

[Using agentic AI in ServiceNow Otto for Customer Service Management \(CSM\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/now-assist-for-csm/csm-ai-agents-use-cases.md)

[Customer Service Management AI agent collection triage cases agentic workflow](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/now-assist-for-csm/case-resolving-use-case.md)