---
sourceDocument: Brazil Telecommunications, Media, and Technology
sourceDocumentLink: https://www.servicenow.com/docs/r/telecom-media-technology

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Telecommunications, Media, and Technology

ft:clusterId :

    - telmt

bundleId :

    - telmt

workflow :

    - Customer and Industry


---

# ServiceNow Otto Skills

# ServiceNow Otto skills for Customer Service Problem Management {#ariaid-title1}

Release version: Brazil  
Updated September 24, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Review the generative AI skills available for Customer Service Problem Management, what each one does, and where to use it.  
The following skills are available for Customer Service Problem Management. {#servicenow-otto-skills-cspm__entry__2}

| Skill | Description |
|-|-|
| [Service Problem Case summarization](https://www.servicenow.com/docs/sDnbUZVtHZQczQnnnE5JRA "Generate a summary from the fields that you selected on the service problem case record. Quickly understand the case context by using the service problem case summarization skill in the ServiceNow Otto for TMT application.") | Generates a summary of a service problem case, including the issue and the actions taken. An agent can generate a summary of a case to understand the case context. The agent can refresh the summary to include the latest updates and post the summary to the case work notes. |
| [Resolution notes generation](https://www.servicenow.com/docs/if4FnpnIJ3VoHOhQOO_iMg "Generate the resolution notes for a service problem case by using the resolution notes generation skill in the ServiceNow Otto for TMT application.") | Generates resolution notes for a service problem case, proposes the resolution to the customer, and adds the information to the service problem case record. |
| [Knowledge generation](https://www.servicenow.com/docs/3H2DqfFCMLS8HiI9CGy0iQ "Generate the knowledge articles for resolved and closed cases within the CRM Workspace and classic environment with ServiceNow Otto.") | Generate the knowledge articles for resolved and closed cases within the CRM Workspace and classic environment. |
| [Test summarization](https://www.servicenow.com/docs/HyrayeKRIUSLCs8ySzn8ig "Generate the test run summary for a service problem case record to quickly understand the context of test outcomes and the root cause of the problem.") | Generates a test run summary after the test is executed. It includes the main points covered during the test execution, including the test output, test interpretation, and other defined test parameters. An agent can generate a test summary of the executed tests to identify the root cause of the problem. |
| [Customer service summary](https://www.servicenow.com/docs/O6MC9fIMdogecweUW3Ztxg "Summarize the service details mentioning the current situation, any critical actions to be taken and find the root cause indicators using the knowledge graph and service summary skill.") | Summarize the service details mentioning the current situation, any critical actions to be taken and find the root cause indicators using the knowledge graph and service summary skill. |
[Table 1. Otto Skills]