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...
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...
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...
Definition The Portal Case Form enhanced by Now Assist enables a smarter self-service experience when customers create a case through your Service Portal. As users enter their issue, the system surfaces context-aware suggestions, including knowledge ...
Definition AI Search in Now Assist for CSM enhances the way customers and agents find relevant content across the platform. It provides semantic, intent-aware results that go beyond keyword matching, enabling smarter self-service and faster case reso...
Now Assist Virtual Agent for CSM transforms how customers interact with your support organization by enabling natural, multi-turn conversations that resolve issues faster—without requiring an agent. Built on large language models (LLMs), it understan...
Understanding the focus and purpose of CSM and ITSM Customer Service Management (CSM) is centered around external customers, spanning both business-to-business (B2B) and business-to-consumer (B2C). For instance, consider Sarah, a customer service a...
Playbooks for Portals guide the user through processes step-by-step and allow users to track the progress they have made. Once Playbooks for Portals has been configured, the experience for users is easy and intuitive. The process for configuring Pla...
Hi All, New guide available on Now Create: Leading Practices for Performance Load Testing for Customer Service Management (CSM) Blurb: For Customer Service Management (CSM) and other ServiceNow product implementations that may have several diff...
Now Create offers step-by-step delivery guidance based on real-world experiences and proven leading practices gained from thousands of successful implementations. Take advantage of these documents, created by our subject matter experts, to assist w...
Persona: ServiceNow Administrator Use Case: You need to import members and associate them with the appropriate Internal or External Business Location, while also assigning the right responsibilities to each member. Product Documentation for performin...
Hi All, I've recently received approval to share a white paper I wrote on CSM Configurable Workspace (Quebec). Thank you to all those who provided great edits and content to make this paper. It is much appreciated. Available to employees/partners/cu...
This post is only intended for K25 on site participants for LAB3532 | Thurs 5/8 1:30 -3:10PM Please ignore if you are not attending Lab Guide: https://servicenow-events-or-lab-guidebo.gitbook.io/knowledge-2025/lab3532-k25 Student Instance Reservat...
Hi All, New white paper & infographic now available: Interaction & Case Management Best Practices Blurb: To build a truly omnichannel platform, we need to manage all kinds of customer engagement channels in an optimal way. While the case entity does...
Lisa Latour
ServiceNow
Steph Morillo
seanflack
Dan Bruhn
