---
sourceDocument: Brazil Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# MCP Server tools

# CSM MCP Server tools reference {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Reference for all tools available in the CSM MCP Server, organized by functional area: case management and GenAI skill tools.
Important:  
* Only the tools listed here are available. If any other tools are displayed in the Tools definition, you must review and resolve the skipped records for those tools. For information on reviewing and resolving skipped records, see [Review skipped records using related lists](https://www.servicenow.com/docs/access?context=uc-access-rl&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US).
* You need the sn_mcp_server.viewer role as the base role to access CSM MCP server tools. For more information, see [Configure an MCP client to connect to an MCP server](https://www.servicenow.com/docs/access?context=configure-client-connect-server&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).

## Case management tools {#csm-mcp-server-tools-reference__csm-mcp-server-tools-reference-case-mgmt}

The following tools are available for case management in the CSM MCP Server.
{#csm-mcp-server-tools-reference__csm-mcp-case-mgmt-tools-table__entry__2}

| Tool name | Description |
|-|-|
| get_case_tasks | Get list of case tasks for given criteria or details of specific case tasks |
| get_customer_service_cases | Get list of cases for given criteria or get details of specific case |
[Table 1. Case management tools]

{#csm-mcp-server-tools-reference__csm-mcp-case-mgmt-tools-table}

## GenAI skill tools {#csm-mcp-server-tools-reference__csm-mcp-server-tools-reference-genai}

The following tools are available for GenAI skills in the CSM MCP Server.
{#csm-mcp-server-tools-reference__csm-mcp-genai-tools-table__entry__2}

| Tool name | Description |
|-|-|
| case_summarization | Summarizes case activity, key actions, and current status |
| resolution_notes_generation | Generates a draft resolution notes entry for the case |
| sentiment_analysis | Evaluates the sentiment of a CSM case using the Sentiment Analysis GenAI skill. Returns sentiment score, trend, and reasoning. Enforces record-level read access before invoking the skill. |
| activity_response | Generates an AI-drafted activity response for a CSM case using the Activity Response Generation skill. Supports three response modes: Respond, Follow-Up, Summarize. |
[Table 2. GenAI skill tools]

{#csm-mcp-server-tools-reference__csm-mcp-genai-tools-table}

The GenAI skill tools use the MCP Skill API, which allows only the `sn_customerservice_agent` and `sn_customerservice.consumer_agent` roles.