--- 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 --- # Supporting information # Supporting information for ServiceNow Otto for Customer Service Management (CSM) {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Supporting information for ServiceNow Otto for Customer Service Management (CSM) ServiceNow Otto for Customer Service Management (CSM) is an AI-powered application designed to enhance customer service operations by integrating generative AI skills, agentic workflows, and AI agents. It is supported starting with the Vancouver Patch 4 release and requires specific licensing for access to various features. The application leverages multiple AI language models and supports multilingual capabilities to serve a global user base effectively. Show full answer Show less ## Supported Versions and Licensing * Supported from ServiceNow Vancouver Patch 4 onwards. * Access to features depends on the customer's license tier, influencing availability of AI skills, workflows, and agents. ## AI Model Providers and Configuration * Supports multiple AI model providers: Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS. * Administrators can configure available AI options via AI Control Tower and set preferences per skill in the AI Admin Hub console. ## Supported Interfaces and Skills The application integrates with key ServiceNow interfaces, offering a broad set of AI-powered skills: * **CRM Workspace:** Chat summarization, case summarization, resolution notes generation, knowledge article generation, call summarization, sidebar discussion, chat recommendation, email response, sentiment analysis, suggested steps generation, sentiment analysis dashboard, trending topics dashboard, and activity response generation. * **Core UI:** Case summarization, resolution notes generation, knowledge article generation, sentiment analysis, and activity response generation. ## Multilingual Support Skills are available in multiple languages to support diverse customer bases, including German, French, Japanese, Dutch, French Canadian, Spanish, Brazilian Portuguese, and Italian. ## Role Masking for Enhanced Security Role masking is employed to provide granular access control, restricting AI skill outputs and workflows to data and functions aligned with the user's active role. This multilayered security approach combines: * Access Control Lists (ACLs) that limit data access based on assigned roles. * Role masking that filters AI-generated content according to the user's current active role to prevent exposure of unauthorized information. This ensures sensitive information is protected while enabling users to gain relevant insights for their tasks. ## AI Color Gradient Support The AI color gradient feature visually enhances user experience and is supported across many CSM AI skills and workflows, including case summarization, resolution notes generation, knowledge base generation, call summarization, and various recommendation and analysis dashboards. ## Application Activation and Dependencies To utilize ServiceNow Otto for CSM functionalities such as chat and case summarization or case resolution notes generation, customers must activate the **sncsmgenai** store app. This app depends on the following applications: * Case Management Core (com.sncustomerservice) * UXC Generative AI (snuxcgenai) These applications should be activated in the order: Customer Service → UXC Generative AI → ServiceNow Otto for CSM. ## Practical Benefits for ServiceNow Customers * Accelerate customer service with AI-driven summarization, recommendations, and sentiment analysis. * Maintain strict data security and compliance through role-based access and masking. * Support global operations with multilingual AI skills. * Customize AI behavior and model selection to fit organizational policies and preferences. Get a quick overview of the important information that is related to the ServiceNow Otto for Customer Service Management (CSM) application. ## Supported versions {#now-assist-csm-supporting-info__section_uhv_5fg_qyb} ServiceNow Otto for CSM is supported starting with Vancouver Patch 4. Note: Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). ## Supported language models {#now-assist-csm-supporting-info__section_dkj_sjd_jhc} You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all generative AI skills and AI agents. Use the Configuration Controls in [AI Control Tower](https://www.servicenow.com/docs/access?context=ai-model-providers&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US) to define which options are available, then set the skill-level preferences in the [AI Admin Hub console](https://www.servicenow.com/docs/access?context=manage-large-language-models&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). For more information, see [Large language models on the ServiceNow AI Platform](https://www.servicenow.com/docs/access?context=exploring-large-language-models&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). ## Supported user interfaces {#now-assist-csm-supporting-info__section_jps_4gs_dyb} The ServiceNow Otto for CSM application includes the skills that are listed in the following table.{#now-assist-csm-supporting-info__table_odd_d2y_wyb__entry__2} | Interface | Skill | |-|-| | CRM Workspace | * Chat summarization * Case summarization * Resolution notes generation * Knowledge article generation * Call summarization * Sidebar discussion * Chat recommendation * Email response * Sentiment analysis * Suggested steps generation * Sentiment analysis dashboard * Trending topics dashboard * Activity response generation {#now-assist-csm-supporting-info__ul_g42_g2y_wyb} | | Core UI | * Case summarization * Resolution notes generation * Knowledge article generation * Sentiment analysis * Activity response generation {#now-assist-csm-supporting-info__ul_yky_h2y_wyb} | [Table 1. ServiceNow Otto for CSM supported interfaces] {#now-assist-csm-supporting-info__table_odd_d2y_wyb} ## Languages supported {#now-assist-csm-supporting-info__section_t3b_zzv_zcc} ServiceNow Otto for CSM supports the following languages across all skills: * German * French * Japanese * Dutch * French Canadian * Spanish * Brazilian Portuguese * Italian {#now-assist-csm-supporting-info__ul_unf_g1w_zcc}For more info, see [Configure multilingual service for ServiceNow Otto applications](https://www.servicenow.com/docs/access?context=enable-dynamic-translation-for-now-assist-applications&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US) ## Role masking for ServiceNow Otto for CSM agentic workflows, AI agents, and skills {#now-assist-csm-supporting-info__section_ekn_kfs_fhc} Role masking is used to restrict user access to agentic workflows, standalone AI agents, and skills. This ensures that users only receive the permissions necessary for their tasks, enhancing security and reducing the risk of unauthorized access. How Role Masking Works Imagine a user assigned roles A, B, and C, where each role grants access to a specific set of data. Normally, only if using Access Control Lists (ACLs), the user could access any data or functions available to roles A, B, and C. With role masking applied, the user can only access data tied to the active role, limiting exposure to unnecessary information. Role Masking Considerations for ServiceNow Otto for CSM Skills When a CSM skill runs, its features are initially controlled by ACL permissions, ensuring users only access authorized data and functions. If the skill uses a large language model (LLM) to perform its task, role masking adds an extra layer of control. Role masking filters the LLM-generated output according to the user's active role. Consider a user with roles A, B, and C, each granting different privileges. If the ACLs defined in the Case Summarization are roles A, B, and C and the masking role defined is role A, If the user activates the Case Summarization skill, and selects Summarize, the process occurs in two steps: 1. Data Retrieval ACL permissions for role A are applied to fetch relevant case data. This ensures the user only sees data they are authorized to view. 2. Data Summarization After data retrieval, an LLM summarizes the case. Role masking is then applied to the output, tailoring the summary to the access privileges defined for role A. {#now-assist-csm-supporting-info__ol_ilg_1lr_jhc} By applying both ACL permissions and role masking, the system ensures a secure and granular access control mechanism for CSM skills. This protects sensitive information while providing users with the insights needed to perform their tasks effectively. ## AI color gradient support {#now-assist-csm-supporting-info__section_slh_tgh_g3c} ServiceNow Otto for CSM supports the AI color gradient across the following skills and workflows: * Case summarization * Resolution notes generation * KB generation * Call summarization * Sidebar discussion * Chat recommendation * Email recommendation * Sentiment analysis case * Suggested steps generation * Sentiment analysis dashboard * Trending topics dashboard * ServiceNow Otto context menu activities- tone and refining options {#now-assist-csm-supporting-info__ul_irc_chh_g3c} ## Application information {#now-assist-csm-supporting-info__section_j5w_3dz_byb} Activate the ServiceNow Otto for CSM store app (sn_csm_gen_ai) to use the chat and case summarization skills and to generate case resolution notes. This store app has the following dependencies: * Case Management Core (com.sn_customerservice) * UXC Generative AI (sn_uxc_gen_ai) {#now-assist-csm-supporting-info__ul_wpf_4dz_byb} Activate the applications in the following order: 1. Customer Service 2. UXC Generative AI 3. ServiceNow Otto for CSM {#now-assist-csm-supporting-info__ol_jt3_xty_fzb} For more information, see [Configuring ServiceNow Otto for Customer Service Management (CSM)](https://www.servicenow.com/docs/6NwaDjMCu4GwXop5yoh6eA "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 CRM Workspace and in Core UI.").