Supporting information for Now Assist for Customer Service Management (CSM)

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Supporting information for Now Assist for Customer Service Management (CSM)

    Now Assist for Customer Service Management (CSM) enhances customer service workflows by integrating AI-driven skills and agents to improve efficiency and outcomes. The application is supported from ServiceNow Vancouver Patch 4 onward and leverages various large language models (LLMs) to power its AI capabilities across multiple user interfaces and languages.

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    Key Features

    • Supported AI Models: Supports Now LLM Service, Now LLM Long Term Stable models (LTS), Azure OpenAI, Google Gemini, and Anthropic Claude on AWS. These models can be configured via AI Control Tower and Now Assist Admin console to select AI providers and skill-level preferences.
    • Supported Interfaces and Skills:
      • CSM Configurable Workspace: Chat summarization, case summarization, resolution notes generation, knowledge article generation, call summarization, sidebar discussion, chat recommendation, email response, sentiment analysis, suggested steps generation, sentiment analysis dashboard, trending topics dashboard, and activity response generation.
      • Core UI: Case summarization, resolution notes generation, knowledge article generation, sentiment analysis, and activity response generation.
    • Multilingual Support: Available in German, French, Japanese, Dutch, French Canadian, Spanish, Brazilian Portuguese, and Italian, enabling global customer service operations to use Now Assist effectively.
    • Role Masking for Security: Enhances data security by restricting AI skill outputs and access based on active user roles. It works alongside Access Control Lists (ACLs) to ensure users only access and see data and AI-generated content authorized for their current role. This two-step process includes applying ACL permissions during data retrieval and filtering LLM-generated summaries according to the active role.
    • AI Color Gradient Support: Visual enhancement feature supported across multiple skills such as case summarization, resolution note generation, knowledge base generation, call summarization, chat recommendation, email recommendation, sentiment analysis, suggested steps generation, sentiment analysis dashboard, trending topics dashboard, and context menu activities.

    Application Activation and Dependencies

    To use Now Assist for CSM features like chat and case summarization or case resolution note generation, the Now Assist for CSM store app (sncsmgenai) must be activated. This app depends on:

    • Customer Service (com.sncustomerservice)
    • UXC Generative AI (snuxcgenai)

    Activate these applications in the following order:

    1. Customer Service
    2. UXC Generative AI
    3. Now Assist for CSM

    Practical Benefits for ServiceNow Customers

    • Enable AI-powered summarization and content generation to accelerate case handling and improve agent productivity.
    • Maintain strong security controls with granular role-based access to sensitive data and AI-generated outputs.
    • Support multilingual customer service environments to serve diverse user bases effectively.
    • Leverage configurable AI model providers to optimize performance and accuracy based on organizational preferences.
    • Implement visual AI feedback through color gradients to enhance user experience and insight clarity.

    Get a quick overview of the important information that is related to the Now Assist for Customer Service Management (CSM) application.

    Supported versions

    Now Assist for CSM is supported starting with Vancouver Patch 4.

    Supported language models

    You can use Now LLM Service, Now LLM Long Term Stable models (LTS), Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all Now Assist skills and AI agents. Use the Configuration Controls in AI Control Tower to define which options are available, then set the skill-level preferences in the Now Assist Admin console. For more information, see Large language models on the ServiceNow AI Platform®.

    Supported user interfaces

    The Now Assist for CSM application includes the skills that are listed in the following table.
    Table 1. Now Assist for CSM supported interfaces
    Interface Skill
    CSM Configurable Workspace
    • Chat summarization
    • Case summarization
    • Resolution notes generation
    • Knowledge article generation
    • Call summarization
    • Sidebar discussion
    • Chat recommendation
    • Email response
    • Sentiment analysis
    • Suggested steps generation
    • Sentiment analysis dashboard
    • Trending topics dashboard
    • Activity response generation
    Core UI
    • Case summarization
    • Resolution notes generation
    • Knowledge article generation
    • Sentiment analysis
    • Activity response generation

    Languages supported

    Now Assist for CSM supports the following languages across all skills:
    • German
    • French
    • Japanese
    • Dutch
    • French Canadian
    • Spanish
    • Brazilian Portuguese
    • Italian
    For more info, see Configure multilingual service for Now Assist applications

    Role masking for Now Assist for CSM agentic workflows, AI agents, and skills

    Role masking is used to restrict user access to agentic workflows, standalone AI agents, and skills. This ensures that users only receive the permissions necessary for their tasks, enhancing security and reducing the risk of unauthorized access.

    How Role Masking Works

    Imagine a user assigned roles A, B, and C, where each role grants access to a specific set of data. Normally, only if using Access Control Lists (ACLs), the user could access any data or functions available to roles A, B, and C. With role masking applied, the user can only access data tied to the active role, limiting exposure to unnecessary information.

    Role Masking Considerations for Now Assist in CSM Skills

    When a CSM skill runs, its features are initially controlled by ACL permissions, ensuring users only access authorized data and functions. If the skill uses a Large Language Model (LLM) to perform its task, role masking adds an extra layer of control by filtering the LLM-generated output according to the user’s active role.

    Consider a user with roles A, B, and C, each granting different privileges. If the ACLs defined in the Case Summarization are roles A, B, and C and the masking role defined is role A, If the user activates the Case Summarization skill, and selects Summarize, the process occurs in two steps:
    1. Data Retrieval

      ACL permissions for role A are applied to fetch relevant case data. This ensures the user only sees data they are authorized to view.

    2. Data Summarization

      After data retrieval, an LLM summarizes the case. Role masking is then applied to the output, tailoring the summary to the access privileges defined for role A.

    By applying both ACL permissions and role masking, the system ensures a secure and granular access control mechanism for CSM skills, protecting sensitive information while providing users with the insights they need to perform their tasks effectively. For information on role masking, see.

    AI color gradient support

    Now Assist for CSM supports the AI color gradient across the following skills and workflows:
    • Case summarization
    • Resolution notes generation
    • KB generation
    • Call summarization
    • Sidebar discussion
    • Chat recommendation
    • Email recommendation
    • Sentiment analysis case
    • Suggested steps generation
    • Sentiment analysis dashboard
    • Trending topics dashboard
    • Now Assist context menu activities- tone and refining options

    Application information

    Activate the Now Assist for CSM store app (sn_csm_gen_ai) to use the chat and case summarization skills and to generate case resolution notes.

    This store app has the following dependencies:
    • Customer Service (com.sn_customerservice)
    • UXC Generative AI (sn_uxc_gen_ai)
    Activate the applications in the following order:
    1. Customer Service
    2. UXC Generative AI
    3. Now Assist for CSM

    For more information, see Configuring Now Assist for Customer Service Management (CSM).