Instantly create summaries, actions, and follow-ups in the activity stream Activity Response Generation is a generative AI capability in Now Assist for CSM that enhances the activity stream experience by allowing human agents to instantly generate ...
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 ...
ServiceNow Customer Service Management (CSM) is no longer limited to basic case handling—it is about delivering seamless, omnichannel, customer‑centric experiences across the entire service lifecycle. The Certified Implementation Specialist – Custome...
Overview This article explains how to configure the “New Case” option in the Chrome tab (New Tab menu) in CSM Configurable Workspace so that it opens the Case Type Selector instead of directly opening a case form. The solution uses: OOTB UI Builde...
Understand customer sentiment trends with LLM-powered insights and drill-down analysis The Sentiment Analysis Dashboard is a generative AI capability in Now Assist for CSM that provides a comprehensive view of customer sentiment across cases, accou...
Centralize a comprehensive view of top recurring issues across cases in a single dashboard Trending Topics Dashboard introduces a generative AI-powered, no-code experience that groups multiple KPIs to provide a comprehensive view of recurring and eme...
Reduce agent cognitive load during case creation by surfacing relevant service definitions based on interaction context Service Recommendation for Interactions is a Now Assist skill that helps agents select the appropriate service definition when c...
LisaLatour
ServiceNow
Steph Morillo
seanflack
Dan Bruhn
