---
sourceDocument: Zurich Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Activity response generation

# Configure activity response generation {#ariaid-title1}

* Release version: Zurich
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Set up the activity response generation skill in the AI Admin Hub console to enable automated responses in comments and work notes.

## Before you begin

Role required: admin

## About this task

Use the for configuring the activity response generation skill by selecting inputs, defining access, and activating the skill.

## Procedure

1. Navigate to AllAI Admin HubAI Skills.  
   Access the skills configuration page.  
   Verify you have admin role.
2. Select the Customer workflow and choose CSM  
   This determines the product context for the skill.  
   Workflow and product must match your configuration requirements.
3. Activate skill for the activity response generation skill.  
   Each skill has a guided setup with multiple steps.  
   A check symbol next to each step indicates whether its setup is complete, partially complete, or incomplete. After configuring a step, select Save and continue to move forward, or Back to return to a previous step.
4. Select General details and review name, description and details of the skill.  
   Additional information regarding details of the skill are displayed, but can't be edited.
5. Select Choose Input and review the input tables and fields to create prompts that determine where data is pulled from.  
   Note:  
   You can't modify the input data source.
   {#configure-activity-response-generation__table_w5n_nzm_fhc__entry__2}

   | Input | Description |
   |-|-|
   | Input table | Case \[sn_customerservice_case\] |
   | Input fields | Description, Short Description, Additional comments, Work notes, State, Priority.  |
   [Table 1. Inputs for the Activity response generation skill]

   {#configure-activity-response-generation__table_w5n_nzm_fhc}
6. Select Define access to determine who can access this skill.  
   By selecting specific roles, you're controlling who can use it. The roles you choose will also be available in the next step Select display.  
   Default and Custom Roles:
   * If no changes are made, the default roles sn_customerservice_agent and sn_customerservice.consumer_agent automatically appear in Define Access and Select Display.
   * If custom roles were added before the upgrade, they're updated automatically by a script.
   * If new roles are created after the upgrade, you can manually add them in both the Define Access and Select Display.  
     Note:  
     In the Select Display step, you can only choose roles that were added in the Define Access step. If you add a role in Define Access, you still must manually select it in Select Display to make it active.
   {#configure-activity-response-generation__ul_znl_lmy_jgc}
7. Toggle Select display to determine if activity response generation skill appears in In-product desktop, displaying the AI skills on forms and workspaces.  
   Additionally, verify the sn_customerservice_agent and sn_customerservice.consumer_agent role(s) you configured in the previous step.
8. Select Review and Activate to review the settings.
9. Select Activate to turn on the skill for agents and complete the configuration.  
   Skill is activated for agents and a success modal shows up with the option to Return to CSM and to ServiceNow Otto context menu.
10. Select Go to ServiceNow Otto context menu to launch the guided steps for [configuring](https://www.servicenow.com/docs/s5fJNmXqDohFcvwiFI_8kQ "If you have the admin role, you can customize a ServiceNow Otto for Customer Service Management (CSM) skill so that agents can use the generative AI skills in CSM Configurable Workspace and in Core UI.") the ServiceNow Otto context menu for the skill.  
    You can also access this configuration from ServiceNow Otto Experience.
**Related tasks**   

* [Generate activity stream responses](https://www.servicenow.com/docs/Xuq5FdzQeRcSfWFicXt~eQ "Generate recommendations for work notes or comments in a case record using ServiceNow Otto and add them to enhance the quality of your interactions with the user.")

*[\>]: and then