Generate and improve Docs content with ServiceNow Otto (CWM)

  • Release version: Zurich
  • Updated March 12, 2026
  • 2 minutes to read

    • Use ServiceNow Otto within your Docs to generate new content, summarize or expand sections, and refine drafts. Avoid starting Docs from scratch, save time, and keep your content relevant.

    Before you begin

    Important:
    This generative AI skill is turned on by default. The skill will be automatically available to appropriate role users for the application. For more information, see Now Assist skills, agents, and agentic workflows on by default.

    Role required: sn_cwm_ai.cwm_ai_user

    About this task

    You can interact with ServiceNow Otto directly in your Doc to create content, add context, or improve existing sections. This helps you draft faster, refine ideas, and keep your work relevant without leaving the page.

    Procedure

    1. Navigate to Workspaces > Collaborative Work Management.
    2. From the Spaces menu, navigate to the Space where your Doc is located and open it.

      Spaces menu in CWM.

    3. From your Doc, open the page you want to work with and use ServiceNow Otto for any of your use cases.
      ChoiceSteps
      Work with content of the whole page
      1. From the page header, select ServiceNow Otto.
      2. In the text box, enter your prompt.
        Some examples are:
        • For Marketing teams: Create a compelling product launch announcement highlighting the key benefits and emotional appeal for our target audience.
        • For Legal teams: Write a plain-language summary of the privacy policy in this doc, that customers can easily understand.
        • For product teams: Analyze the customer feedback comments in this Doc, group into top 5 themes, and suggest top 3 enhancements for highest impact.
      Note:
      ServiceNow Otto uses the context from your Doc page to generate a response.
      Refine, elaborate, or improve the existing content within the page
      1. Select the content blocks that you'd like to work on.
      2. Select the ServiceNow Otto icon .
      3. In the box, enter your prompt.
        Some examples are:
        • If you have a list of stakeholders, you can ask Elaborate on the scope of these roles.
        • Rewrite this in a casual tone.

        ServiceNow Otto inline prompt for selected content on the page.
      Take assistance on a blank page
      1. From the page header, select ServiceNow Otto.
      2. Enter a prompt with context for ServiceNow Otto to create your first draft.
        Some examples are:
        1. Generate 5 icebreaker questions for a virtual team-building session.
        2. Write a 3-paragraph blog post explaining why [industry trend] is changing how businesses operate.

        3. Generate an outline for the Instagram campaign tasks for a Hackathon initiative.

          Creating first draft for a page using ServiceNow Otto.
      Answer questions in the context of this Doc Whether the content in the Doc is added manually or generated using ServiceNow Otto, you can ask questions to find anything in the page's context.

      For example, if you have a project charter document, you can try asking What is the total budget of this project and which part is the most expensive?

      Ask questions in the context of the document. Here, user asks questions on project budget, in the context of a Project Charter document.
      ServiceNow Otto analyzes the text and generates an output in a separate pop-up.
    4. Optional: Based on the output generated, you can further refine the result.
    5. Optional: Copy the generated output by selecting the copy to clipboard icon () to use it for purposes such as sending an email, saving to notes, and others.
      Important:
      Because the output is AI-generated, review it to ensure accuracy.