---
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


---

# Manage genAI skills

# Manage genAI skills using the CSM MCP Server {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Use the CSM MCP Server to summarize cases, generate draft resolution notes, analyze sentiment, and create AI-drafted activity responses.

## Before you begin

Your system administrator must configure the integration between your MCP client application and your ServiceNow instance during setup.

The `com.sn.csm.gen.ai` plugin must be active, and each tool's AI skill must be enabled.

The following table lists the roles required for each tool:
{#manage-genal-skills-csm-mcp-server__task-prereq__entry__3}

| Tool | Role required | Purpose |
|-|-|-|
| case_summarization | sn_customerservice_agent | Read CSM customer case records. |
| case_summarization | sn_customerservice.consumer_agent | Read CSM consumer case records. |
| resolution_notes_generation | sn_customerservice_agent or sn_customerservice.consumer_agent | Read work notes and generate resolution notes for customer cases. |
| sentiment_analysis | sn_customerservice_agent or sn_customerservice.consumer_agent | Read the case record and run sentiment analysis for permitted customer cases. |
| activity_response | sn_customerservice_agent or sn_customerservice.consumer_agent | Read the case record and generate an AI-drafted activity response for permitted customer cases. |
[Table 1. CSM MCP Server tools and required roles]

Role required: sn_customerservice_agent or sn_customerservice.consumer_agent

## About this task

For detailed information on each tool, supported operations, and operation-specific parameters, see [CSM MCP Server tools reference](https://www.servicenow.com/docs/VMKm2ZgXra2cTSESuy9wlg "Reference for all tools available in the CSM MCP Server, organized by functional area: case management and GenAI skill tools.").{#manage-genal-skills-csm-mcp-server__manage-genal-skills-csm-mcp-server-context-1}

## Procedure

1. Open your MCP client application, such as Moveworks or Claude on the web, that is connected to your ServiceNow instance using the CSM MCP Server.  
   Your system administrator configures this integration during setup.
2. To summarize a case or generate AI-drafted content, use the corresponding tools and operations.  
   * **case_summarization:** Summarizes case activity, key actions, and current status.

     Example prompts:
     * Give me the key actions on CS110086
     * Get me the current status of CS110086
     * Give me an overview of Case CS110086
     * Get me up to speed on CS0001183
     * What's going on with CS0001183?
     * Show me the full details of CS0001183

     Tool Annotation: Read-only.
   * **resolution_notes_generation:** Generates a draft resolution notes entry for the case.

     Example prompts:
     * Give me a close up note on CS110086
     * Can you generate the resolution notes for the case CS110086

     Tool Annotation: Read only.
   * **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.

     Example prompts:
     * Show me the sentiment score on CS110086
     * Get me the sentiment trend for CS110086

     Tool Annotation: Read-only.
   * **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.

     Example prompts:
     * Give me the follow up on CS110086
     * Get me the summary for CS110086

     Tool Annotation: Read-only.
3. Review the MCP client application response.  
   The MCP client application retrieves data from your ServiceNow instance and presents it in the chat. The response includes only data you have permission to access.