---
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

# Configure service recommendations for interactions {#ariaid-title1}

* Release version: Zurich
* 
* Updated November 5, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

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.

## Before you begin

Role required: admin

## About this task

Use the for configuring the service recommendations for interactions skill by specifying the roles permitted to use the skill and the role restrictions.

## Procedure

1. Navigate to AllAI Admin HubAI Skills.  
   Access the skills configuration page.  
   Verify you have admin role.
2. Select the Customer workflow and choose CSM  
   This determines the product context for the skill.  
   Workflow and product must match your configuration requirements.
3. Select Turn on to activate skill for the service recommendations for interactions skill.
4. Select Add user access to determine who can access this skill.  
   Default and Custom Roles:
   * If no changes are made, the default roles `sn_csm_case_types.service_definition_viewer`and `sn_esm_agent` automatically appear in Add user access.
   * If custom roles were added before the upgrade, they're updated automatically by a script.
   * If new roles are created after the upgrade, you can manually add them in Add user access.
   {#configure-service-recommendations-int__ul_znl_lmy_jgc}
5. Configure role restrictions to define which data and resources the skill can access when invoked (default: `sn_csm_case_types.service_definition_viewer`).
6. Select Turn on to activate the skill.  
   A screen appears showing Successfully activated.
7. Select Back to skills to return to the skills menu.

## What to do next

Clone the skill to ground it in your environment for your specific needs.
**Related concepts**   

* [Clone the ServiceNow Otto for CSM skills](https://www.servicenow.com/docs/T4D7ST91tnmiR~3WlHXtxQ "The clone feature enables you to create a copy of an AI skill. You can experiment with skill settings and configure the skill to fit your business needs.")
* [Customizing a ServiceNow Otto for CSM skill](https://www.servicenow.com/docs/e7F7h~e1PeuQ1cJ8NR~yWQ "Learn how to access, activate, and customize a ServiceNow Otto for CSM skill using the AI Admin Hub console and AI Skill Kit.")

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