Understand customer feelings and personalize interactions with emotional insight Sentiment Analysis is a generative AI capability that evaluates and summarizes customer sentiment on case records. t uses case activity such as description, state, prior...
In Customer Service Management (CSM), modelling Sold Products, Install Base Items, and Product Models—and integrating them into the CMDB—can be a complex activity. In this article, I aim to walk you through how to do it properly using a practical exa...
IntroductionSpecial Handling Notes (SHNs) in ServiceNow are a powerful but often overlooked feature. They allow you to surface important context such warnings, alerts, or reminders directly on records like Cases or Accounts so fulfillers see them ins...
This applet provides you the capability to manage walkup location queues from now/Agent mobile. Walkup Managers/ Walkup Admins can update their walkup queues easily from mobile. Currently they can do following: 1. Disable Queue 2. Update Away Messa...
Capture key outcomes of customer calls with AI-powered summaries that streamline wrap up work at an interaction level Call Summarization is a generative AI skill that enables agents to generate concise summaries immediately after a customer call. I...
Summarize internal collaboration threads to keep agents aligned and cases moving forward Sidebar Discussion Summarization is a generative AI skill that captures the essence of internal discussions between customer service agents and subject matter ...
Quickly capture conversation highlights and next steps from customer chats Chat Summarization is a generative AI skill that generates concise summaries of live chat interactions between multiple parties including live agents, customers and virtual ...
Help agents quickly get up to speed with case context and history through intelligent summaries Case Summarization is a generative AI skill that produces a concise summary of a customer service case. It synthesizes key details such as the issue, st...
Deliver concise, conversational answers to agents based on your knowledge sources Multi‑Turn Q&A Genius Results in the Now Assist Panel provide agents with conversational search experiences within their workspace. Agents ask follow up questions in ...
Empower customer service agents to reply faster with accurate, professional responses Email Reply Recommendations is a generative AI skill that provides suggested responses during customer email interactions. It analyzes the case context, email threa...
Help agents respond faster and more accurately during live chat interactions Chat Reply Recommendations use generative AI to provide agents with suggested personalized responses during live chat interaction sessions. Based on the ongoing conversati...
Provide actionable next steps by leveraging patterns from past cases Suggested Steps Generation recommends the most effective next actions for customer service agents based on how similar cases have been resolved historically that may improve vastl...
Resolution Notes Generation is a Now Assist skill that creates a clear, concise summary of how a case was resolved. Using case fields, user activity, related tasks, and conversation transcripts, the skill drafts notes that reflect the full context of...
Knowledge Generation skills empowers customer service agents to automatically create knowledge article drafts directly from resolved cases and helps support functions to reduce writer's block for new topics and articles to share with customers or con...
Agentic workflows extend Now Assist for CSM beyond human assistance by enabling autonomous execution of multi-step actions directly from the context of a case, conversation, and/or customer intent, independent of where the data resides thanks to AI A...
Now Assist for CSM provides low-code and no-code tools to help administrators configure, govern, and scale generative AI across the customer service organization without increasing operational complexity. These solutions accelerate onboarding, simpl...
Agent Productivity in Now Assist for CSM enhances how agents engage with cases, chats, calls, and knowledge by embedding generative AI directly into the agent's CSM configurable workspace. With summarization, intelligent response recommendations, sen...
This article will provide answers to frequently asked questions about CSM. If you have a question that is not answered, please post in the CSM forum. Getting Started What is Customer Service Management? The ServiceNow Customer Service Managemen...
Use Now Assist for CSM to increase self-service, empower customers to resolve issues faster by surfacing trusted answers, generating helpful content, and automating routine tasks through generative AI—all without the need to contact an agent.This inc...
Definition Engagement Messenger brings Now Assist for CSM directly into your branded external-facing web apps, portals, and mobile experiences. It allows customers to interact with generative features like Virtual Agent, AI Search, Q&A generation, an...
Lisa Latour
ServiceNow
Steph Morillo
seanflack
Dan Bruhn
