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

  • Release version: Australia
  • Updated March 12, 2026
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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 generative AI capabilities directly into the ServiceNow platform. It supports case summarization, chat summarization, resolution notes generation, sentiment analysis, and more, enabling agents to work more efficiently and deliver faster, more informed customer support.

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    Supported Versions and Models

    The application is supported starting from the Vancouver Patch 4 release. Depending on your ServiceNow license tier, access to specific features, AI skills, agentic workflows, and AI agents may vary. Now Assist for CSM leverages multiple AI model providers including Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS.

    Administrators can configure available AI options using AI Control Tower and set skill-level preferences through the Now Assist Admin console, providing flexibility in tailoring AI capabilities to organizational needs.

    Supported Interfaces and Features

    Now Assist for CSM delivers various AI-powered skills across two main user interfaces:

    • 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.

    Language Support

    The application supports multiple languages across all skills, including German, French, Japanese, Dutch, French Canadian, Spanish, Brazilian Portuguese, and Italian. This multilingual support helps global organizations provide consistent AI assistance regardless of language preferences.

    Role Masking for Security and Access Control

    Role masking is an important security feature that restricts user access to agentic workflows, AI agents, and skills based on the user's active role. Unlike traditional Access Control Lists (ACLs) that combine all roles' permissions, role masking limits data exposure to only what is relevant for the active role.

    For example, when a user with multiple roles activates a skill such as Case Summarization, the system first applies ACLs to retrieve authorized data, then uses role masking to filter the AI-generated summary accordingly. This two-step process ensures sensitive information is protected while giving users the insights they need to perform their tasks effectively.

    Activation and Dependencies

    To enable Now Assist for CSM, activate the Now Assist for CSM store app (sncsmgenai), which provides chat and case summarization and resolution note generation capabilities. This app depends on the following:

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

    The recommended activation order is:

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

    Practical Benefits for ServiceNow Customers

    • Accelerate case handling by automatically summarizing chats and cases.
    • Improve resolution quality with AI-generated notes and suggested next steps.
    • Enhance agent productivity through sentiment analysis and activity response recommendations.
    • Maintain strict data security and compliance with role masking applied to AI-generated content.
    • Customize AI capabilities and language support to fit global customer service operations.

    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.

    Note:
    Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see ServiceNow product tiers.

    Supported language models

    You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all generative AI 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 must perform their tasks effectively. For information on role masking, see.

    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).