ServiceNow Otto skills

---
title: ServiceNow Otto skills
description: Review the generative AI skills available for Customer Success Management, what each one does, and where to use it.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/acct-lifecycle-events/account-lifecycle-otto-skills-overview.html
release: brazil
topic_type: concept
last_updated: "2026-09-22"
reading_time_minutes: 4
keywords: [Otto skills, Customer Success Management, generative AI skills]
breadcrumb: [AI in Customer Success Management, Explore, Customer Success Management]
---

# ServiceNow Otto skills

Review the generative AI skills available for Customer Success Management, what each one does, and where to use it.

The following skills are available for Customer Success Management. Skills are generated on the record page and, where activated, in the ServiceNow Otto panel.

|Skill|What it does|
|-----|------------|
|Account onboarding case summarization|Summarizes an account onboarding case. See [Summarize an account onboarding case using ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/now-assist-tmt-summarize-onboard-case.md).|
|Engagement summarization|Summarizes an engagement, including success initiatives, outcomes, risks, and internal plays. See [Summarize an engagement using ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/now-assist-tmt-summarize-engagement.md).|
|Executive Insight Generator|Generates an AI brief of recent risk, adoption, and market signals on the engagement record. See [Engagement brief](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-exec-insight-gen.md).|
|Event-Context Candidate Recommender|Recommends success plays in Technology Account 360 and engagement records based on account context. See [View and execute recommended actions for an engagement](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-360-view-reco-actions.md).|
|Success initiative summarization|Summarizes a success initiative and its associated success tasks. See [Summarize a success initiative using ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/now-assist-tmt-summarize-success-init.md).|
|Renewal insight engine|Analyzes renewal likelihood and expansion potential for an engagement or contract and recommends actions. See [Renewal insight engine skill in ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/renewal-insight.md).|
|Risk signal and issues summarization|Summarizes a risk signal and issue record and its associated tasks. See [Summarize a risk signal using ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/now-assist-tmt-summarize-risk-signals-issues.md).|
|Draft risk closure notes summarization|Automatically drafts closure notes and closes eligible risk signals at the end of each day. See [Draft close notes for a risk signal using ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/draft-risk-close-notes.md).|
|Touchpoint summarization|Summarizes all meetings and emails associated with a touchpoint. See [Summarize a touchpoint using ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/now-assist-tmt-summarize-touchpoint.md).|
|Touchpoint and meeting record creation|Creates touchpoint and meeting records directly from an inbound email. See [Create touchpoints and meeting records using ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/now-assist-tmt-email-template.md).|
|Touchpoint meeting skills \(Prep Brief Data Generator, Transcript Analysis, Next Steps Task Description\)|Generates a meeting preparation guide, participant insights, and drafted follow-up tasks for touchpoint meetings. See [Use touchpoint meeting skills in ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/now-assist-tmt-meeting-skills.md).|
|Internal play summarization|Summarizes an internal play and its associated tasks. See [Summarize an internal play using ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/now-assist-tmt-summarize-plays.md).|
|Customer play summarization|Summarizes a customer success play and its associated tasks. See [Summarize a customer play using ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/now-assist-tmt-summarize-success-play.md).|
|Product adoption roadmap generation|Generates a product adoption roadmap organized into lanes, based on engagement data and insights from similar engagements. See [Generate a product adoption roadmap using ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/now-assist-tmt-generate-par-roadmap.md).|
|Engagement health metric trend analysis|Retrieves and analyzes health metric data trends for an engagement. See [Analyze metric data trend using ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/now-assist-tmt-analyze-metric-trend.md).|
|Adaptive desktop actions|Tests prompt-driven models against Customer Success Management workflows for experimentation. See [ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\) adaptive desktop actions for customer experimentation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/now-assist-adaptive-desktop-actions.md).|

To activate a skill, see [Activate an AI skill](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/intelligent-experiences/configure-a-now-assist-skill.md), selecting the **TMT** workflow group. For the table and field inputs each skill relies on, see [Skill inputs for ServiceNow Otto for Customer Success Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-otto-skill-inputs-reference.md).

**Related topics**  


[ServiceNow Otto agentic workflows](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-otto-workflows.md)

[Activate an AI skill](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/intelligent-experiences/configure-a-now-assist-skill.md)

[Skill inputs for ServiceNow Otto for Customer Success Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/acct-lifecycle-events/account-lifecycle-otto-skill-inputs-reference.md)