Intelligence for CSM release notes
The ServiceNow® Intelligence for Customer Service Management (CSM) applications enable customer service organizations and service operations to configure and implement Guided Decisions, Recommended Actions, and Task Intelligence features. The Intelligence for CSM applications were enhanced and updated in the Australia release.
Intelligence for CSM highlights for the Australia release
- Use AI to populate interaction wrap-up codes and notes, saving agents time.
- Simplify metadata management by granting developer roles and privileges to your granular admin users.
See Intelligence for CSM for more information.
- Guided Decisions Experience (sn_ga_exp)
- Recommended Actions (sn_nb_action)
- Recommended Actions for Customer Service (sn_cs_nb_action)
- Task Intelligence for Customer Service (com.snc.csm_ml_task)
New in the Australia release
- Recommended Actions – Configure contextual filtering of AI search results
- Enhance search accuracy by ensuring results are contextually relevant to the record being viewed by the agent. Search results are dynamically filtered based on contextual information passed through additional context parameters. To configure the contextual filtering of the Search results, enable the dynamic filter for a search source in a Search profile and then create the AisDynamicFilter implementation for the source which holds the filtering conditions.
- Recommended Actions – Support for mandatory Contextual Inputs
- As an RA author, you can mark specific context inputs as mandatory by selecting the Mandatory check box in the Context Inputs form. When one or more context inputs are configured as mandatory, you must set the values for these contextual inputs directly on Recommended Actions component on the record page in the UI Builder for the recommendations to be generated.
- Recommended Actions - Manage and configure metadata with delegated developer approach
- Grant granular admin users delegated developer privileges and required roles to manage and configure metadata. This includes the Manage update set permission, domain_picker role, and metadata_scope_viewer role for viewing and modifying the application scope of metadata records.
- AI interaction wrap-up
- Provides agents with AI assistance during the interaction wrap-up period. This feature generates wrap-up content for interaction records, such as the wrap-up code and notes.
- Process mining - Pre‑configured templates for CSM Process Mining Projects
- Select pre‑configured templates from the Process Mining Content Pack for CSM to quickly set up customer service case projects with default settings already applied. These templates help accelerate project creation by providing standardized configurations tailored for common Customer Service Management scenarios.
Activation information
Customer Service Management is available with activation of the Customer Service plugin (com.sn_customerservice). For details, see Activate Customer Service Management.
Browser requirements
ServiceNow workspaces don’t support mobile devices, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge - Chromium or one of the other supported browsers listed in Browser support.