---
sourceDocument: Brazil Impact
sourceDocumentLink: https://www.servicenow.com/docs/r/impact

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Impact

ft:clusterId :

    - ipact

bundleId :

    - ipact


---

# Jumpstart Your AI Agents for CSM

# Jumpstart Your AI Agents for CSM {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
This Accelerator provides a demonstration of the possibilities and capabilities of AI Agents for CSM.

## Accelerator overview {#jumpstart-ai-agents-csm__section_nv3_rvh_c5b}

This Accelerator provides  Impact customers with an overview and applied demonstration of AI Agents for
CSM. By harnessing the power of GenAI, this Accelerator highlights how AI agents revolutionize the CSM process by using advanced reasoning to complete key tasks. AI agents handle repetitive tasks such as generating detailed
resolution notes, summarizing cases and chat conversations, and more, freeing up human agents to focus on higher-value work. This offering provides key resources and leading practices to get started with AI Agents for CSM.

## Package Availability {#jumpstart-ai-agents-csm__id_v2z_pdr_dfc}

Note:  
This Accelerator is available for Impact Guided, Guided+ (SV or PG), Advanced, and Total packages.

## What you get {#jumpstart-ai-agents-csm__section_vhc_tvh_c5b}

Session preparation
:   The Technical Accelerator Consultant:

    * Provisions a temporary instance
    * Activates related plug-ins
    * Activates and configures AI Agents
    {#jumpstart-ai-agents-csm__ul_m3p_xvh_c5b}

Customer coaching session #1 (up to 90 minutes)
:   Includes the following:

    * Overview of base system AI Agents for CSM features
    * Applied demonstration of:
      * Base system AI Agents for CSM experiences
      * Customization of Case Summarization Skill
      * <var class="keyword varname">ServiceNow Otto</var> Usage Metrics for CSM
      {#jumpstart-ai-agents-csm__ul_mmb_5w2_tdc}
    * Key resources and guides on leading practices
    * 30 days access to the temporary instance is provided
    {#jumpstart-ai-agents-csm__ul_wjt_gwh_c5b}

Customer coaching session #2 (optional up on customer request, up to 60 minutes)
:   Opportunity for Q\&A related to AI Agents for CSM.

## Requested customer resources {#jumpstart-ai-agents-csm__section_mbc_jxh_c5b}

One or more customer resource is requested. The specific number of resources provided is Accelerator and customer specific.  
{#jumpstart-ai-agents-csm__table_wzw_lxh_c5b__entry__2}

| Customer resource | Responsibilities |
|-|-|
| Platform Owner (Required) | Responsible for the overall accountability of the ServiceNow platform. Leads the System Administrators, ensures team alignment with the ServiceNow business strategy and roadmap, and contributes to platform governance. |
| System Administrator(s) (Required) | Maintains the stability and usability of the ServiceNow by performing application maintenance, managing support for cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features. |
| Customer Service Manager (Recommended) | Responsible for managing case workers. Provides insights into the current state and how different <var class="keyword varname">ServiceNow Otto</var> Skills could impact it. |
| Trusted Service Partners (Recommended) | Attends ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support customer going forward. |
[Table 1. Customer resource and responsibilities]

{#jumpstart-ai-agents-csm__table_wzw_lxh_c5b}

## Requested Information/Access {#jumpstart-ai-agents-csm__id_cfm_j4c_hkc}

Note:  
Additional details on supplemental legal terms, prerequisites, specifications, requirements, and exclusions can be found in the [Impact Accelerator Terms Matrix](https://www.servicenow.com/legal/servicenow-impact.html).

## Exclusions {#jumpstart-ai-agents-csm__id_z2q_zdr_dfc}

ServiceNow is not responsible for implementing recommendations on Customer's sub-production or production instances.