--- sourceDocument: Brazil Customer Success Management sourceDocumentLink: https://www.servicenow.com/docs/r/acct-lifecycle-events Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Customer Success Management ft:clusterId : - actle bundleId : - actle workflow : - Customer and Industry --- # ServiceNow Otto skills # ServiceNow Otto skills {#ariaid-title1} Release version: Brazil Updated September 22, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Review the generative AI skills available for Customer Success Management, what each one does, and where to use it. The following skills are available for Customer Success Management. Skills are generated on the record page and, where activated, in the ServiceNow Otto panel. {#account-lifecycle-otto-skills-overview__table_skills_overview__entry__2} | Skill | What it does | |-|-| | Account onboarding case summarization | Summarizes an account onboarding case. See [Summarize an account onboarding case using ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/z7O3jaTNGfzeecpVmpicKg "Generate a summary from the fields that you selected on the account onboarding case record. Quickly understand the case context by using the account onboarding case summarization skill."). | | Engagement summarization | Summarizes an engagement, including success initiatives, outcomes, risks, and internal plays. See [Summarize an engagement using ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/_SBYumtDxre0SJ0kRNBBQA "Generate a summary from the fields you select on the engagement record. Get up to speed on success initiatives, outcomes, risks, and internal plays associated with an engagement."). | | Executive Insight Generator | Generates an AI brief of recent risk, adoption, and market signals on the engagement record. See [Engagement brief](https://www.servicenow.com/docs/HUNRGcma2aGHAtVQHWx5pw "The engagement brief summarizes recent signals across risk, adoption, and market activity for a specific engagement."). | | Event-Context Candidate Recommender | Recommends success plays in Technology Account 360 and engagement records based on account context. See [View and execute recommended actions for an engagement](https://www.servicenow.com/docs/4ln842a7HaNpEZ7y3NBWow "Open the Recommendations panel from an engagement record to review AI-generated success play suggestions and execute or dismiss a recommended play without leaving the engagement context."). | | Success initiative summarization | Summarizes a success initiative and its associated success tasks. See [Summarize a success initiative using ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/dplGqccOzx3c3WDNQXe8yg "Generate a summary from a success initiative record and all associated success tasks."). | | Renewal insight engine | Analyzes renewal likelihood and expansion potential for an engagement or contract and recommends actions. See [Renewal insight engine skill in ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/dMyRN1h6MnCTO6LhZH_a4Q "Analyzes the renewal likelihood and expansion potential of an engagement or contract and generates recommended actions."). | | Risk signal and issues summarization | Summarizes a risk signal and issue record and its associated tasks. See [Summarize a risk signal using ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/EVoDv_m9UzcgY2hCv_T62w "Generate a summary from a risk signal and issues record and all associated tasks."). | | Draft risk closure notes summarization | Automatically drafts closure notes and closes eligible risk signals at the end of each day. See [Draft close notes for a risk signal using ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/1Qv91pTm2FIuVDvrZQVRsg "Automatically generate closure notes and close eligible risk signals at the end of each day based on the status of their associated risk solutions."). | | Touchpoint summarization | Summarizes all meetings and emails associated with a touchpoint. See [Summarize a touchpoint using ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/cEIiHF3CcmvOduu4UX_6BQ "Generate a summary from the fields you select on the touchpoint record. Get a quick summary of all the meetings and emails exchanged between different stakeholders and any follow-up activities."). | | Touchpoint and meeting record creation | Creates touchpoint and meeting records directly from an inbound email. See [Create touchpoints and meeting records using ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/kaKWfCpvh3oBO3_PL8JocA "Send an email to your instance to create touchpoint and meeting records directly from the inbound email."). | | Touchpoint meeting skills (Prep Brief Data Generator, Transcript Analysis, Next Steps Task Description) | Generates a meeting preparation guide, participant insights, and drafted follow-up tasks for touchpoint meetings. See [Use touchpoint meeting skills in ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/zjvh6qoQQefbz9lHfobLcw "Use ServiceNow Otto for TMT skills to generate a meeting preparation guide and AI-generated participant insights for touchpoint meetings in the CRM Workspace."). | | Internal play summarization | Summarizes an internal play and its associated tasks. See [Summarize an internal play using ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/0bECwqbt1Nyhu0f3~NsT2w "Generate a summary from an internal play record and all associated internal play tasks."). | | Customer play summarization | Summarizes a customer success play and its associated tasks. See [Summarize a customer play using ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/YebbYLBrGNLzgFSxbpQSmA "Generate a summary from a customer play record and all associated customer play tasks."). | | Product adoption roadmap generation | Generates a product adoption roadmap organized into lanes, based on engagement data and insights from similar engagements. See [Generate a product adoption roadmap using ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/9NC0VNRz37i0c6Ny6n7b9Q "Generate a product adoption roadmap with products or capabilities organized into lanes based on engagement data and insights from similar engagements."). | | Engagement health metric trend analysis | Retrieves and analyzes health metric data trends for an engagement. See [Analyze metric data trend using ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/qRkGxBRzF1QKVeENFIQSBw "Retrieves and analyzes health metric data for an engagement."). | | Adaptive desktop actions | Tests prompt-driven models against Customer Success Management workflows for experimentation. See [ServiceNow Otto for Telecommunications, Media, and Technology (TMT) adaptive desktop actions for customer experimentation](https://www.servicenow.com/docs/pyY9GUI3cqN4jdJmU7mysQ "Use ServiceNow Otto for Telecommunications, Media, and Technology (TMT) adaptive desktop actions in Customer Success Management to test prompt-driven models on your workflows."). | [Table 1. Otto skills for Customer Success Management] {#account-lifecycle-otto-skills-overview__table_skills_overview} To activate a skill, see [Activate an AI skill](https://www.servicenow.com/docs/access?context=configure-a-now-assist-skill&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US), selecting the TMT workflow group. For the table and field inputs each skill relies on, see [Skill inputs for ServiceNow Otto for Customer Success Management](https://www.servicenow.com/docs/trBdgsWJioCa0SsccRKpeA "Look up the table and field inputs that each Customer Success Management skill relies on to generate a summary, insight, or draft."). **Related concepts** * [ServiceNow Otto agentic workflows](https://www.servicenow.com/docs/TWuBF07TEkbFdmH~MQrD5g "Customer Success Management agentic workflows collect health data, monitor engagement health scores, analyze and resolve risks, support renewals, schedule touchpoint meetings, identify squad resources, and summarize full account context.") **Related reference** * [Skill inputs for ServiceNow Otto for Customer Success Management](https://www.servicenow.com/docs/trBdgsWJioCa0SsccRKpeA "Look up the table and field inputs that each Customer Success Management skill relies on to generate a summary, insight, or draft.") **Related topics** * [Activate an AI skill](https://www.servicenow.com/docs/access?context=configure-a-now-assist-skill&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US)