Customize Now Assist context menu for skills

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

    • If you have the admin role, you can customize a Now Assist for Customer Service Management (CSM) skill so that agents can use the generative AI skills in CSM Configurable Workspace and in Core UI.

    Before you begin

    Role required: admin

    Note:

    The Now Assist context menu configuration is accessible through the Now Assist Experiences in Now Assist Admin console. After activating the relevant skills, users are prompted to visit the Case NACM Config however, in the base system , configuration is already active. By default, it is configured to use extended tables for the resolution notes and activity response generation skill that is provided in the base system.

    Case NACM Config is currently only available for resolution notes and activity response generation skill.

    Procedure

    1. Navigate to All > Now Assist Admin > Experiences.
    2. Select Now Assist context menu.
    3. Open the Configuration tab to view all the existing configurations.
    4. Find the configuration name Case NACM Config.
    5. Under Action, select the More actionsicon
    6. Select Edit configuration.
    7. In the guided setup, go to General details and customize the table name.
    8. Select the Record form fields for table form use cases.
      The form fields are active for close notes, additional comment and work notes.
    9. Select Save and continue.
    10. Select Configure Experience, to configure the actions for the context menu trigger button and dialog.
      There are separate configurations for close notes, additional comment and work notes. Default action configured is Generate resolution notes.
      1. Configure the Actions to Generate resolution notes, Shorten and Elaborate.
      2. Configure the Refinement actions to Shorten and Elaborate.
      3. Configure the Actions for generated content to Insert.
      In the preview you can see how the Now Assist context menu button will look like after configuration.

      By default, the Enable support for extended tables toggle is turned on and this configuration is shipped as active in the base system. This is to support sparkle on extended table on same field. Once the skill is active, this experience is available.

    11. Select Define access to determine who can access this skill.

      By selecting specific roles, you're controlling who can use it. The roles you choose will also be available in the next step Select display.

      Default and Custom Roles:
      • If no changes are made, the default roles n_customerservice_agent and sn_customerservice.consumer_agent automatically appear in Define Access and Select Display.
      • If custom roles were added before the upgrade, they are updated automatically by a script.
      • If new roles are created after the upgrade, you can manually add them in both the Define Access and Select Display.
        Note:
        In the Select Display step, you can only choose roles that were added in the Define Access step. If you add a role in Define Access, you still must manually select it in Select Display to make it active.
    12. Select Display to determine where to display the Case NACM Config.
      • Select In-product desktop to show Case NACM Config in all customer products on forms and workspaces.
      • Select roles for whom NACM config will be displayed.
    13. InReview and Activate select Activate to activate Now Assist context menu for the skill.
      A record with the specific usage conditions can be selected from the dropdown to test the configuration.
      Now Assist context menu has been successfully activated.
    14. Select Return to Customer to complete and save this section.