ServiceNow Otto for Core Business Suite (CBS)
Summarize
Summary of ServiceNow Otto for Core Business Suite (CBS)
ServiceNow Otto for Core Business Suite (CBS) provides administrators with a guided, conversational setup experience to streamline the configuration of the Core Business Suite. Through a single chat interface, it helps drive setup completion by showing next steps, tracking progress, and assisting with error resolution. This solution integrates with the Now Assist panel, using AI agents, skills, and tools to maintain context and guide configuration activities efficiently.
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Key Features
- Conversational Setup Flow: An interactive chat-based experience that offers context-sensitive recommendations, displays default configurations, and dynamically triggers setup tasks such as intake form creation, role assignments, and notification configurations. The flow adapts based on completed steps and current status for logical progression.
- AI Skills:
- Next Best Action: Suggests the subsequent setup task based on current configuration progress, updating recommendations as setup evolves.
- Error Resolution: Provides contextual guidance and actionable suggestions when configuration steps encounter issues, helping administrators resolve problems and continue setup.
- AI Capabilities: Includes conversational guidance, contextual awareness of setup progress and installed business units, dynamic recommendation of next steps, and support for configuring multiple business units within a single flow.
- Agentic Workflow Support: Enables configuration of groups, roles, notifications, and bulk record uploads or edits directly through the conversational interface, enhancing efficiency in managing Core Business Suite business units.
Important Considerations
- AI Limitations: The AI-driven guidance is based on evolving machine learning models and may not always provide fully accurate or complete information. Customers should apply human oversight, thoroughly test outputs, and avoid relying solely on AI for critical decisions.
- Data Processing and Collection: Setup data is transferred from customer instances to a centralized ServiceNow environment, potentially hosted on third-party clouds like Microsoft Azure, and is managed in accordance with ServiceNow’s internal policies. ServiceNow collects input and output data from the application for technology improvement purposes, with customers able to opt out of future data collection.
Getting Help
Customers can find support through the ServiceNow Community on AI and Intelligence, the Known Error Portal, or by contacting Customer Service and Support directly.
ServiceNow Otto for Core Business Suite (CBS) supports administrators during Core Business Suite configuration through a guided conversational experience. It can help drive setup completion by displaying next actions, tracking configuration progress, and assisting with error resolution from a single chat interface.
ServiceNow Otto for Core Business Suite (CBS) overview
ServiceNow Otto for Core Business Suite (CBS) overview describes how the conversational setup experience is implemented using Now Assist panel, AI agents, skills, and tools. Now Assist maintains context across setup steps and reflects the current system state to help guide configuration activities through a structured conversational flow.
ServiceNow Otto for Core Business Suite (CBS) conversational flow
ServiceNow Otto for Core Business Suite (CBS) conversational flow guides administrators through Core Business Suite setup using an interactive, chat‑based experience. The conversational flow provides context-based recommendations, displays default configurations, and dynamically triggers setup tasks such as intake form creation, role assignment, and notification configuration. This guided approach can help reduce setup effort and might enable faster completion of Core Business Suite business unit configurations.
The flow adapts based on completed steps and current configuration status, helping administrators move through the setup in a logical sequence.
AI Skills
The following AI skills are available in ServiceNow Otto for Core Business Suite (CBS):
- Next Best Action: Identifies the next setup task based on the current configuration state. Recommendations update as the setup progresses and additional configuration steps are available.
- Error Resolution: Provides contextual guidance when a configuration step doesn’t complete successfully. The skill displays possible actions that might help address common setup issues and continue the setup process.
AI capabilities
The following generative AI capabilities are available in ServiceNow Otto for Core Business Suite (CBS):
- Conversational Setup Guidance: Guides administrators through Core Business Suite business unit setup steps using the Now Assist panel conversational interface.
- Contextual Awareness: Maintains awareness of completed setup steps and installed business units, enabling administrators to continue configuration from the current setup state.
- Dynamic Recommendations: Displays the next configuration step based on the current setup state.
- Multi–Business Unit Support: Supports configuring multiple business units from a single guided setup flow in the Configuration Console.
AI limitations
This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by ServiceNow’s AI Acceptable Use Policy, which may be updated by ServiceNow.
Data processing
This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our CORE Compliance Portal.
Data collection
ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. In addition, this application will collect data about workplace requests (e.g. reservations). Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.
For more information, see the Now Assist documentation.