Configuring ServiceNow Otto for Customer Service Management (CSM)

  • Release version: Yokohama
  • Updated July 31, 2025
  • 1 minute to read

    • If you have the admin role, you can configure the ServiceNow Otto for Customer Service Management (CSM) application so that your agents can use the generative AI skills in CSM Configurable Workspace and in Core UI.

    Use the AI Admin Hub console to configure ServiceNow Otto for CSM. This console contains everything that you need to install the plugins and configure the generative AI skills. For additional information, see AI Admin Hub console.

    The following table lists the features and skills that you can access from the AI Admin Hub console.

    Table 1. CSM features and skills in the AI Admin Hub console
    CSM features Skills
    Chat
    • Chat summarization
    • Chat recommendation
    • Sidebar recommendation
    Case
    • Case summarization
    • Resolution notes generation
    • Email recommendation
    • Suggested steps generation
    • Sentiment analysis case
    • Trending topics dashboard
    • Activity response generation
    • Sentiment analysis dashboard
    Knowledge KB generation
    Call Call summarization
    Note:

    • Now LLM Service is currently the only provider for this Now Assist application's skills.

    • The minimum version of the workspace required to support ServiceNow Otto for CSM features:

      • CSM and FSM Configurable Workspace Foundation (sn_cwf_wrkspc): 24.2.1.

      • CSM Configurable Workspace (sn_csm_wrkspc): 24.2.0.

    For earlier versions, go to Application Manager to upgrade it to a later version.