--- 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 --- # Supporting information # Supporting information for ServiceNow Otto for Customer Service Management (CSM) {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Supporting information for ServiceNow Otto for Customer Service Management (CSM) ServiceNow Otto for Customer Service Management (CSM) is a generative AI-powered application designed to enhance customer service workflows by providing advanced skills such as case summarization, chat summarization, resolution notes generation, and sentiment analysis. It is supported starting from the Vancouver Patch 4 release and integrates with various large language models (LLMs) to deliver AI-driven insights and automation. Show full answer Show less ## Supported Versions and Integrations * **Supported Versions:** Available from Vancouver Patch 4 onwards. * **AI Model Providers:** Supports Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude. * **Application Dependencies:** Requires activation of Customer Service (com.sncustomerservice) and UXC Generative AI (snuxcgenai) applications, with activation order: Customer Service \> UXC Generative AI \> ServiceNow Otto for CSM. ## Supported User Interfaces and Skills The application provides AI skills across two primary interfaces: * **CSM Configurable Workspace:** Supports chat summarization, case summarization, resolution notes generation, knowledge article generation, call summarization, sidebar discussions, chat and email recommendations, sentiment analysis, suggested steps generation, and related dashboards. * **Core UI:** Includes case summarization, resolution notes generation, knowledge article generation, sentiment analysis, and activity response generation. ## Language Support ServiceNow Otto for CSM supports multiple languages across all skills, including German, French (including Canadian French), Japanese, Dutch, Spanish, Brazilian Portuguese, and Italian, facilitating multilingual customer service experiences. ## Role Masking and Security Role masking is implemented to restrict user access to agentic workflows, AI agents, and skills, ensuring users only access data and functions relevant to their active roles. This adds a security layer beyond Access Control Lists (ACLs) by filtering both data retrieval and AI-generated outputs according to user permissions. This approach protects sensitive information while enabling users to receive tailored insights necessary for their tasks. ## AI Color Gradient Support The application supports AI color gradient visualizations across key skills and workflows such as case and call summarization, resolution notes generation, knowledge base article generation, chat recommendations, sentiment analysis, suggested steps generation, and related dashboards. This enhances user experience by visually indicating AI-driven content nuances. ## Practical Application for ServiceNow Customers * Activate the required store app and dependencies in the specified order to enable Otto for CSM capabilities. * Configure AI model providers and preferences using AI Control Tower and AI Admin Hub consoles for optimal AI skill performance. * Leverage multilingual support to serve diverse customer bases effectively. * Utilize role masking to maintain strict data security and compliance while empowering agents with AI-generated insights tailored to their access level. * Benefit from AI color gradient features to quickly interpret AI outputs within workflows. Get a quick overview of the important information that is related to the ServiceNow Otto for Customer Service Management (CSM) application. ## Supported versions {#now-assist-csm-supporting-info__section_uhv_5fg_qyb} ServiceNow Otto 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](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). ## Supported language models {#now-assist-csm-supporting-info__section_dkj_sjd_jhc} You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude as the AI model provider for all generative AI skills and AI agents. Use the Configuration Controls in [AI Control Tower](https://www.servicenow.com/docs/access?context=ai-model-providers&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) to define which options are available, then set the skill-level preferences in the [AI Admin Hub console](https://www.servicenow.com/docs/access?context=manage-large-language-models&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). For more information, see [Large language models on the ServiceNow AI Platform®](https://www.servicenow.com/docs/access?context=exploring-large-language-models&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). ## Supported user interfaces {#now-assist-csm-supporting-info__section_jps_4gs_dyb} The ServiceNow Otto for CSM application includes the skills that are listed in the following table.{#now-assist-csm-supporting-info__table_odd_d2y_wyb__entry__2} | 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 {#now-assist-csm-supporting-info__ul_g42_g2y_wyb} | | Core UI | * Case summarization * Resolution notes generation * Knowledge article generation * Sentiment analysis * Activity response generation {#now-assist-csm-supporting-info__ul_yky_h2y_wyb} | [Table 1. ServiceNow Otto for CSM supported interfaces] {#now-assist-csm-supporting-info__table_odd_d2y_wyb} ## Languages supported {#now-assist-csm-supporting-info__section_t3b_zzv_zcc} ServiceNow Otto for CSM supports the following languages across all skills: * German * French * Japanese * Dutch * French Canadian * Spanish * Brazilian Portuguese * Italian {#now-assist-csm-supporting-info__ul_unf_g1w_zcc}For more info, see [Configure multilingual service for ServiceNow Otto applications](https://www.servicenow.com/docs/access?context=enable-dynamic-translation-for-now-assist-applications&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) ## Role masking for ServiceNow Otto for CSM agentic workflows, AI agents, and skills {#now-assist-csm-supporting-info__section_ekn_kfs_fhc} 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 ServiceNow Otto for 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. Role masking filters 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. {#now-assist-csm-supporting-info__ol_ilg_1lr_jhc} By applying both ACL permissions and role masking, the system ensures a secure and granular access control mechanism for CSM skills. This protects sensitive information while providing users with the insights needed to perform their tasks effectively. ## AI color gradient support {#now-assist-csm-supporting-info__section_slh_tgh_g3c} ServiceNow Otto for CSM supports the AI color gradient across the following skills and workflows: * Case summarization * Resolution notes generation * KB generation * Call summarization * Sidebar discussion * Chat recommendation * Email recommendation * Sentiment analysis case * Suggested steps generation * Sentiment analysis dashboard * Trending topics dashboard * ServiceNow Otto context menu activities- tone and refining options {#now-assist-csm-supporting-info__ul_irc_chh_g3c} ## Application information {#now-assist-csm-supporting-info__section_j5w_3dz_byb} Activate the ServiceNow Otto 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) {#now-assist-csm-supporting-info__ul_wpf_4dz_byb} Activate the applications in the following order: 1. Customer Service 2. UXC Generative AI 3. ServiceNow Otto for CSM {#now-assist-csm-supporting-info__ol_jt3_xty_fzb} For more information, see [Configuring ServiceNow Otto for Customer Service Management (CSM)](https://www.servicenow.com/docs/yv3FivZ2m0KW04dyxuIaxQ "If you have the admin role, you can configure the ServiceNow Otto for Customer Service Management (CSM) application so that your agents can use the generative AI skills in CSM Configurable Workspace and in Core UI.").