---
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


---

# Generate suggested steps

# Suggested steps generation in 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) 1 minute to read  
Generate suggested steps automatically by analyzing clusters of closed cases with similar case resolution in the ServiceNow Otto for Customer Service Management (CSM) application.

## Before you begin

Role required: sn_customerservice_agent and sn_customerservice.consumer_agent

## About this task

The system uses data from the Short description field and the filter conditions set in the case input table to generate the suggested actions based on similar past resolved cases. These steps outline
the next best actions that agents can take as part of resolving cases.

If suggested steps are available for a case, ServiceNow Otto for CSM generates them automatically. The steps display in a card at the top of the Recommended Actions tab in the contextual side panel.

## Procedure

1. Navigate to WorkspacesCSM/FSM Configurable Workspace.
2. Using the List icon ![icon for seeing the list of cases](), open a case that is not in Closed or Complete state.
3. Select the Recommendations icon in the contextual side panel to display the Recommended Actions tab.  
   The system displays the Suggested steps by Now Assist card at the top of the tab.
4. In the Suggested steps by AI card, select Generate.  
   The steps to resolve the case appears in the **Recommendations** window in the case record. This action may take a few minutes.  
   Note:  
   Suggested Steps show an AI gradient styling across:
   * The sidebar
   * The Suggested Steps component
   * The Sparkle icon
   * The Generate button

   {#suggested-steps-generation-in-now-assist-for-customer-service-management-csm__ul_lzr_wlf_f3c}

   These visual updates help users clearly identify AI‑generated experiences, creating a more consistent and intuitive interface.

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