ServiceNow Otto skills for Customer Service Problem Management
concept brazil Updated Sep 24, 2026 1 min read servicenow-otto-skills-cspm.md
Review the generative AI skills available for Customer Service Problem Management, what each one does, and where to use it.
The following skills are available for Customer Service Problem Management.
| Skill | Description |
|---|---|
| Service Problem Case summarization | Generates a summary of a service problem case, including the issue and the actions taken. An agent can generate a summary of a case to understand the case context. The agent can refresh the summary to include the latest updates and post the summary to the case work notes. |
| Resolution notes generation | Generates resolution notes for a service problem case, proposes the resolution to the customer, and adds the information to the service problem case record. |
| Knowledge generation | Generate the knowledge articles for resolved and closed cases within the CRM Workspace and classic environment. |
| Test summarization | Generates a test run summary after the test is executed. It includes the main points covered during the test execution, including the test output, test interpretation, and other defined test parameters. An agent can generate a test summary of the executed tests to identify the root cause of the problem. |
| Customer service summary | Summarize the service details mentioning the current situation, any critical actions to be taken and find the root cause indicators using the knowledge graph and service summary skill. |
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--- title: ServiceNow Otto skills for Customer Service Problem Management description: Review the generative AI skills available for Customer Service Problem Management, what each one does, and where to use it. locale: en-US canonical_url: https://www.servicenow.com/docs/r/telecom-media-technology/servicenow-otto-skills-cspm.html release: brazil topic_type: concept last_updated: "2026-09-24" reading_time_minutes: 1 breadcrumb: [AI in Customer Service Problem Management, Explore, Customer Service Problem Management, Telecommunications, Media, and Technology \(TMT\)] --- # ServiceNow Otto skills for Customer Service Problem Management Review the generative AI skills available for Customer Service Problem Management, what each one does, and where to use it. The following skills are available for Customer Service Problem Management. |Skill|Description| |-----|-----------| |[Service Problem Case summarization](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/telecom-media-technology/now-assist-tmt-summarize-case.md)|Generates a summary of a service problem case, including the issue and the actions taken. An agent can generate a summary of a case to understand the case context. The agent can refresh the summary to include the latest updates and post the summary to the case work notes.| |[Resolution notes generation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/telecom-media-technology/now-assist-tmt-generate-resolution.md)|Generates resolution notes for a service problem case, proposes the resolution to the customer, and adds the information to the service problem case record.| |[Knowledge generation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/telecom-media-technology/now-assist-tmt-generate-knowledge-article.md)|Generate the knowledge articles for resolved and closed cases within the CRM Workspace and classic environment.| |[Test summarization](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/telecom-media-technology/now-assist-tmt-summarize-test.md)|Generates a test run summary after the test is executed. It includes the main points covered during the test execution, including the test output, test interpretation, and other defined test parameters. An agent can generate a test summary of the executed tests to identify the root cause of the problem.| |[Customer service summary](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/telecom-media-technology/now-assist-tmt-summarize-knowledge-graph.md)|Summarize the service details mentioning the current situation, any critical actions to be taken and find the root cause indicators using the knowledge graph and service summary skill.|
| title | ServiceNow Otto skills for Customer Service Problem Management |
| description | Review the generative AI skills available for Customer Service Problem Management, what each one does, and where to use it. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/telecom-media-technology/servicenow-otto-skills-cspm.html |
| release | brazil |
| topic_type | concept |
| last_updated | 2026-09-24 |
| reading_time_minutes | 1 |
| breadcrumb | AI in Customer Service Problem ManagementExploreCustomer Service Problem ManagementTelecommunicationsMediaand Technology \(TMT\) |