Configure service recommendations for interactions

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Configure the service recommendations for interactions skill in the Now Assist Admin console to streamline case creation. This skill reduces cognitive effort, saves time, and promotes accurate case routing.

    Before you begin

    Role required: admin

    About this task

    Use the Now Assist Admin console for configuring the service recommendations for interactions skill by specifying the roles permitted to use the skill and the role restrictions.

    Procedure

    1. Navigate to All > Now Assist Admin > Skills.
      Access the skills configuration page.
      Verify you have admin role.
    2. Select the Customer workflow and choose CSM
      This determines the product context for the skill.
      Workflow and product must match your configuration requirements.
    3. Select Turn on to activate skill for the service recommendations for interactions skill.
    4. Select Add user access to determine who can access this skill.
      Default and Custom Roles:
      • If no changes are made, the default roles sn_csm_case_types.service_definition_viewerand sn_esm_agent automatically appear in Add user access.
      • If custom roles were added before the upgrade, they’re updated automatically by a script.
      • If new roles are created after the upgrade, you can manually add them in Add user access.
    5. Configure role restrictions to define which data and resources the skill can access when invoked (default: sn_csm_case_types.service_definition_viewer).
    6. Select Turn on to activate the skill.
      A screen appears showing Successfully activated.
    7. Select Back to skills to return to the skills menu.

    What to do next

    Clone the skill to ground it in your environment for your specific needs.