---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Install

# Install ServiceNow Otto for Customer Service Management (CSM) {#ariaid-title1}

Release version: Australia  
Updated November 5, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Install required plugins and enable ServiceNow Otto for Customer Service Management (CSM) to configure and use generative AI skills in CSM Configurable Workspace and Core UI.

## Before you begin

Role required: Admin

## About this task

To get started with AI generated skills, you must install at least one AI generated application on your instance. The AI Admin Hub can guide your implementation, starting with installation.

For information about the plugin dependencies and plugin activation order, see [Supporting information for ServiceNow Otto for Customer Service Management (CSM)](https://www.servicenow.com/docs/C8dFgOkc_ugOiXBTWDVwKQ "Get a quick overview of the important information that is related to the ServiceNow Otto for Customer Service Management (CSM) application.").

For information about CSM Configurable Workspace, see [Set up CSM Configurable Workspace](https://www.servicenow.com/docs/dI5xpCgW5_hU5pL289B1ww "Set up CSM Configurable Workspace for your agents so they can engage with customers, answer questions, create cases, and resolve issues."). For information about AI agents, see [Install AI Agents](https://www.servicenow.com/docs/access?context=install-ai-agents-plugins&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

To access AI agents in the ServiceNow Otto panel, you must [turn on the panel](https://www.servicenow.com/docs/access?context=activate-now-assist-panel&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) and confirm that the case summarization is active on the instance.

To install the ServiceNow Otto for CSM plugin (sn_csm_gen_ai), follow the procedure below.

## Procedure

1. Navigate to Admin \> AI Admin Hub \> Settings.
2. On the Settings page, select Plugins.
3. Select Get plugins on the card for the plugin that you want to install.
4. In the confirmation window, select Install Plugin to open the ServiceNow Store page for the plugin in a new browser tab.
5. Install the plugin from the ServiceNow Store page.
6. Return to the admin console.
7. In the dialog box, select Refresh.
8. Either close the dialog box to review all of your plugins or select View all (Plugin) Assists and Skills to review the features of your new plugin.  
   For more detailed information about the installation process, see [Install AI plugins in AI Admin Hub](https://www.servicenow.com/docs/access?context=install-now-assist-feature-plugins&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).