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 showcases advanced reasoning capabilities of AI Agents to automate repetitive tasks such as generating resolution notes and summarizing cases and chat conversations. This frees human agents to focus on higher-value activities, enhancing efficiency and service quality. The Accelerator also provides practical resources and best practices for implementing AI Agents in CSM.

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    Key Features

    • Availability: Offered to customers with Impact Guided, Guided+ (SV or PG), Advanced, and Total packages.
    • Session Preparation: Includes provisioning a temporary instance, activation of necessary plugins, and configuration of AI Agents by a Technical Accelerator Consultant.
    • Customer Coaching Sessions:
      • Session #1 (up to 90 minutes): Covers an overview of the base system, demonstration of AI Agents for CSM features, customization of Case Summarization Skill, Now Assist usage, and discussion of relevant metrics and best practices.
      • Session #2 (optional, up to 60 minutes): Provides a Q&A opportunity to address customer-specific questions about AI Agents for CSM.
    • Access: Customers receive 30 days access to the temporary instance for hands-on experience.
    • Customer Resources: Involves key roles such as Platform Owner and System Administrator (required), Customer Service Manager, and Trusted Service Partners (recommended) to ensure alignment and support throughout the implementation.
    • Exclusions: Some restrictions apply for customers in limited environments, self-hosted instances, or managed service providers with domain-separated instances. ServiceNow does not implement recommendations directly on customer production or non-production instances.

    Practical Benefits for ServiceNow Customers

    • Enables rapid adoption and demonstration of AI Agents capabilities within CSM, helping customers understand and apply AI-driven automation.
    • Provides tailored coaching and resources to maximize the impact of AI Agents on customer service processes.
    • Supports platform teams with clear responsibilities and collaboration to ensure smooth deployment and governance.
    • Offers a risk-free environment via a temporary instance to explore and customize AI-driven case management skills before full production deployment.

    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.