---
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


---

# Create a case based on service definition recommendations

# Create a case based on service definition recommendations {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use ServiceNow Otto to view AI-predicted service recommendations based on the context of an interaction record, such as the short description or description, and create cases based on these
recommendations.

## Before you begin

These skills are inactive by default. Your administrator must enable the skills that you want to use.

Role required: sn_esm_agent

## Procedure

1. Navigate to an interaction record in the CSM/FSM Configurable Workspace or Core UI where you want to create a case based on a service recommendation using ServiceNow Otto.
2. Select Create Case.  
   The case type selector modal displays, with the AI predictions section at the top of the modal.
3. Select a service from the AI predictions, and then select Create case.  
   A case is created for the selected service.