Install Now Assist for Customer Service Management (CSM)

  • Release version: Australia
  • Updated June 11, 2026
  • 1 minute to read

    • Install required plugins and enable Now Assist for Customer Service Management (CSM) to configure and use generative AI skills in Configurable Workspace and Core UI.

    Before you begin

    Role required: Admin

    About this task

    To get started with Now Assist, you must install at least one Now Assist application on your instance. The Now Assist Admin console can guide your implementation, starting with installation.

    For information about the plugin dependencies and plugin activation order, see Supporting information for Now Assist for Customer Service Management (CSM).

    For information about CSM Configurable Workspace, see Set up CSM Configurable Workspace. For information about Now Assist AI agents, see Install Now Assist AI Agents.

    To access AI agents in the Now Assist panel, you need to turn on the Now Assist panel and ensure that the case summarization is active on the instance.

    To install the Now Assist for CSM plugin (sn_csm_gen_ai), follow the procedure below.

    Procedure

    1. Navigate to Admin > Now Assist Admin > Settings.
    2. On the Settings page, selectPlugins.
    3. Select Get plugins on the card for the plugin that you want to install.
    4. In the confirmation window, select Install Plugin to open the ServiceNow Store page for the plugin in a new browser tab.
    5. Install the plugin from the ServiceNow Store page.
    6. Return to the Now Assist Admin console.
    7. In the dialog box, select Refresh.
    8. Either close the dialog box to review all of your plugins or select View all <Plugin> Assists and Skills to review the features of your new plugin.

      For more detailed information about the installation process, see Install Now Assist plugins.