Jumpstart Your AI Agents for CSM

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Jumpstart Your AI Agents for CSM

    The Jumpstart Your AI Agents for CSM Accelerator demonstrates how AI Agents powered by Generative AI can transform Customer Service Management (CSM) processes. It automates repetitive tasks such as generating resolution notes, summarizing cases and chat conversations, enabling human agents to focus on higher-value work. This offering equips ServiceNow Impact customers with practical resources and leading practices to quickly adopt AI Agents for CSM.

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    This accelerator is available to customers with Impact Guided, Guided+ (SV or PG), Advanced, and Total packages.

    Key Features

    • Temporary Instance Provisioning: A temporary ServiceNow instance is provisioned, with necessary plug-ins and AI Agents configured for hands-on experience.
    • Customer Coaching Sessions: Two sessions are offered:
      • Session 1 (up to 90 minutes): Includes an overview of the base system, AI Agents for CSM features, an applied demo covering case summarization skills, Now Assist, and usage metrics, plus access to key resources and best practices.
      • Session 2 (optional, up to 60 minutes): An optional Q&A to address any customer questions about AI Agents for CSM.
    • Access Duration: Customers receive 30 days of access to the temporary instance for exploration and testing.
    • Customer Resource Roles: Defined responsibilities for Platform Owner (overall platform accountability), System Administrator(s) (maintenance and configuration), Customer Service Manager (case worker management and impact insights), and Trusted Service Partners (optional support and best practice adoption).

    Important Considerations

    • The accelerator or parts of it may not be available for customers in restricted environments, self-hosted setups, or managed service providers with domain-separated instances.
    • ServiceNow does not implement recommendations directly on customer production or non-production instances.
    • Customers should refer to the relevant Impact Accelerator Description for requested information and access requirements.

    This Accelerator provides a demonstration of the possibilities and capabilities of AI Agents for CSM.

    Accelerator overview

    This accelerator provides  Impact customers with an overview and applied demonstration of AI Agents for CSM. By harnessing the power of GenAI, this accelerator highlights how AI agents revolutionize the CSM process by using advanced reasoning to complete key tasks. AI agents handle repetitive tasks such as generating detailed resolution notes, summarizing cases and chat conversations, and more, freeing up human agents to focus on higher-value work. This offering provides key resources and leading practices to get started with AI Agents for CSM.

    Package Availability

    Note:
    This Accelerator is available for Impact Guided, Guided+ (SV or PG), Advanced, and Total packages.

    What you get

    Session preparation
    The Technical Accelerator Consultant:
    • Provisions a temporary instance
    • Activates related plug-ins
    • Activates and configures AI Agents
    Customer coaching session #1 (up to 90 minutes)
    Includes the following:
    • Overview of base system AI Agents for CSM features
    • Applied demonstration of:
      • Base system AI Agents for CSM experiences
      • Customization of Case Summarization Skill
      • Now Assist Usage Metrics for CSM
    • Key resources and guides on leading practices
    • 30 days access to the temporary instance is provided
    Customer coaching session #2 (optional upon customer request, up to 60 minutes)
    Opportunity for Q&A related to AI Agents for CSM.

    Requested customer resources

    One or more customer resource is requested. The specific number of resources provided is Accelerator and customer specific.

    Table 1. Customer resource and responsibilities
    Customer resource Responsibilities
    Platform Owner (Required) Responsible for the overall accountability of the ServiceNow platform. Leads the System Administrators, ensures team alignment with the ServiceNow business strategy and roadmap, and contributes to platform governance.
    System Administrator(s) (Required) Maintains the stability and usability of the ServiceNow by performing application maintenance, managing support for cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features.
    Customer Service Manager (Recommended) Responsible for managing case workers. Provides insights into the impact of different AI Agents Skills on the current state.
    Trusted Service Partners (Recommended) Attends ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support customer going forward.

    Requested information/access

    Please refer to the applicable Impact Accelerator Description available at https://www.servicenow.com/upgrade-schedules.html

    Exclusions

    This Impact Accelerator in its entirety or portions of the Impact Accelerator activities may not be available to customers in certain restricted environments, to self-hosted customers, or to managed service providers with domain separated instances.

    Exclusions

    ServiceNow is not responsible for implementing recommendations on Customer’s non-production or production instances.