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) is an AI-powered application designed to enhance customer service workflows by providing features such as chat and case summarization, resolution notes generation, and sentiment analysis. It supports multiple AI models and user interfaces, enabling ServiceNow customers to improve efficiency and insight in their customer service operations.

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    Supported Versions and Licensing

    The application is supported starting from Vancouver Patch 4. Access to specific features, generative AI skills, agentic workflows, and AI agents depends on the customer’s ServiceNow license tier.

    Supported AI Models and Configuration

    Now Assist for CSM supports various AI model providers, including:

    • Now LLM Service
    • Now LLM Long Term Stable models (LTS)
    • Azure OpenAI
    • Google Gemini
    • Anthropic Claude on AWS

    Administrators can configure which AI options are available through the AI Control Tower and set preferences for individual skills via the Now Assist Admin console.

    Supported User Interfaces and Skills

    The application offers a range of skills distributed across these 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, activity response generation
    • Core UI: case summarization, resolution notes generation, knowledge article generation, sentiment analysis, activity response generation

    Language Support

    Now Assist for CSM supports multiple languages across all skills, including German, French, Japanese, Dutch, French Canadian, Spanish, Brazilian Portuguese, and Italian, enabling multinational deployment.

    Role Masking for Security and Access Control

    Role masking restricts user access to agentic workflows, AI agents, and skills by limiting permissions to the user’s active role. This ensures users only access data and functions necessary for their tasks, enhancing security and minimizing unauthorized exposure.

    When a CSM skill runs, Access Control Lists (ACLs) first govern data retrieval, followed by role masking applied to AI-generated outputs. For example, in case summarization:

    • Data retrieval applies ACL permissions for the active role to fetch authorized case data.
    • The LLM summarizes the case data.
    • Role masking filters the summary output based on the active role’s access privileges.

    This two-step control mechanism provides granular and secure access to sensitive information while delivering actionable insights.

    Application Activation and Dependencies

    To enable Now Assist for CSM features such as chat and case summarization and resolution notes generation, customers must activate the sncsmgenai store app. This app depends on:

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

    These applications should be activated in the following order for proper functionality:

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

    Proper activation and configuration enable customers to leverage Now Assist for CSM capabilities effectively within their ServiceNow environment.

    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, 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 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).