---
sourceDocument: Brazil Proactive Service Experience Workflows
sourceDocumentLink: https://www.servicenow.com/docs/r/proactive-service-exp-workflows

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Proactive Service Experience Workflows

ft:clusterId :

    - psew

bundleId :

    - psew

workflow :

    - Customer and Industry


---

# AI in Technology Product Support Case

# AI in Technology Product Support Case {#ariaid-title1}

Release version: Brazil  
Updated October 5, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use ServiceNow Otto to summarize test results for a technology product support case in Product Support for Technology.

ServiceNow Otto brings a generative AI skill to Technology Product Support Case. Agents can spend less time manually reviewing test results, and more time resolving technology product support cases.

The skill acts on test results for a technology product support case to generate a test run summary. Agents can use the summary to understand test outcomes and identify the root cause of a problem. For more information, see [Summarize test for a technology product support case using ServiceNow Otto for TMT](https://www.servicenow.com/docs/0uyFjRY5PABct4SMroiHsw "Generate the test run summary for a technology product support case record to understand the context of test outcomes and the root cause of the problem.").

This skill is inactive by default. To activate the skill in the AI Admin Hub, follow the general procedure in [Activate an AI skill](https://www.servicenow.com/docs/access?context=configure-a-now-assist-skill&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US), selecting the TMT workflow group. To customize the skill's prompt directly in AI Skill Kit, see [Clone and edit a ServiceNow skill](https://www.servicenow.com/docs/access?context=clone-and-edit-servicenow-skill&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).
**Related tasks**   

* [Summarize test for a technology product support case using ServiceNow Otto for TMT](https://www.servicenow.com/docs/0uyFjRY5PABct4SMroiHsw "Generate the test run summary for a technology product support case record to understand the context of test outcomes and the root cause of the problem.")  
**Related topics**   

* [Activate an AI skill](https://www.servicenow.com/docs/access?context=configure-a-now-assist-skill&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US)
* [Clone and edit a ServiceNow skill](https://www.servicenow.com/docs/access?context=clone-and-edit-servicenow-skill&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US)