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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Configure

# Configuring ServiceNow Otto for Customer Service Management (CSM) {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

If you have the admin role, you can configure the ServiceNow Otto for Customer Service Management (CSM) application so that your agents can use the generative AI skills in CSM Configurable Workspace and in Core UI.
Use the AI Admin Hub console to configure ServiceNow Otto for CSM. This console contains everything that you must install the plugins and configure the generative AI skills. For additional information, see [Overview tab in AI Admin Hub](https://www.servicenow.com/docs/access?context=configuring-now-assist&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

The following table lists the features and skills that you can access from the console.  
{#now-assist-csm-configuring__table_ipf_bbd_wyb__entry__2}

| CSM features | Skills |
|-|-|
| Chat | * Chat summarization * Chat recommendation * Sidebar recommendation {#now-assist-csm-configuring__ul_xkw_tps_bcc} |
| Case | * Case summarization * Resolution notes generation * Email recommendation * Suggested steps generation * Sentiment analysis case * Trending topics dashboard * Activity response generation * Sentiment analysis dashboard * Automated quality assurance * Special handling notes summarization * Customer summarization {#now-assist-csm-configuring__ul_xqz_qbd_wyb} |
| Knowledge | KB generation |
| Call | Call summarization |
[Table 1. CSM features and skills in the console]

{#now-assist-csm-configuring__table_ipf_bbd_wyb}  
Note:  
* Learn how to select an LLM provider to configure all AI generated skills at once. Your choice controls the intelligence layer for the entire capability. For more info, see [Manage AI models](https://www.servicenow.com/docs/access?context=manage-large-language-models&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) and [Manage model providers](https://www.servicenow.com/docs/access?context=edit-model-providers&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).
* The minimum version of the workspace required to support ServiceNow Otto for CSM features:
  * CSM Configurable Workspace Foundation (sn_cwf_wrkspc): 24.2.1.

  * CSM Configurable Workspace (sn_csm_wrkspc): 24.2.0.

  {#now-assist-csm-configuring__ul_zmk_kpw_sjc}

{#now-assist-csm-configuring__ul_mwr_4gg_5cc}

For earlier versions, go to [Application Manager](https://www.servicenow.com/docs/access?context=application-manager&version=australia&pubname=australia-platform-administration&ft:locale=en-US) to upgrade it to a later version.
**Related concepts**   

* [Using agentic AI in ServiceNow Otto for Customer Service Management (CSM)](https://www.servicenow.com/docs/TjuJlqMwbXSBi3n3D7FYww "The Customer Service Management (CSM) AI Agent Collection provides a set of prebuilt, fully configured AI agents and agentic workflows designed to address common Customer Service Management scenarios.")
* [Customer Service Management AI agent collection triage cases agentic workflow](https://www.servicenow.com/docs/Su99~j9qzWB_RkfCS3xnVw "Use CSM AI agents agentic workflow to process all routine cases coming in through email and other offline channels and increase agent productivity through faster resolution.")  
**Related topics**   

* [Overview tab in AI Admin Hub](https://www.servicenow.com/docs/access?context=configuring-now-assist&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US)
* [Configuring AI skills](https://www.servicenow.com/docs/access?context=configuring-na-landing&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US)