---
sourceDocument: Zurich Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Service recommendations for interactions

# Service recommendations for interactions {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Recommend the most relevant services to an agent based on the context of an interaction record, such as the short description or description.
With Service recommendations for interactions, agents can see the recommended services in the case type selector based on the information provided in the interaction record.  
Note:  
The service recommendations for interactions feature requires the Now Assist for Customer Service Management (CSM) application.

The system displays the recommended services in a separate section at the top of the case type selector. By default, this section shows a maximum of four recommended services. The number of recommended services that can be
displayed is controlled by the sn_csm_case_types.top_ai_predictions_limit system property.  
Figure 1. Case type selector with Top AI Predictions

## Service recommendations for interactions properties {#csm-service-definition-recommendations__section_dgn_vxk_4fc}

The Service recommendations for interactions feature includes the following properties.  
{#csm-service-definition-recommendations__table_kly_4dc_4fc__entry__2}

| Property name | Description |
|-|-|
| sn_csm_case_types.top_ai_predictions_enabled | Enables AI predictions for services and displays those services in the case type selector. * Type: true\|false * Value: true * Location: System Property \[sys_properties\] table {#csm-service-definition-recommendations__ul_nv3_wdc_4fc} |
| sn_csm_case_types.top_ai_predictions_limit | Sets the maximum number of AI predicted services to display in the case type selector. * Type: integer * Value: 4 * Location: System Property \[sys_properties\] table {#csm-service-definition-recommendations__ul_nvg_d2c_4fc} |
[Table 1. Service recommendations for interactions properties]

{#csm-service-definition-recommendations__table_kly_4dc_4fc}
**Related tasks**   

* [Configure service recommendations for interactions](https://www.servicenow.com/docs/NvY~5i32wVCfjKJXl_dZcQ "Configure the service recommendations for interactions skill in the to streamline case creation. This skill reduces cognitive effort, saves time, and promotes accurate case routing.")
* [Create a case based on service definition recommendations](https://www.servicenow.com/docs/sWLaaHC1WeXUfDjJOm9kXw "Use ServiceNow Otto to view AI-predicted service recommendations based on the context of an interaction record, such as the short description or description, and create cases based on these recommendations.")