Configuring ServiceNow Otto for Customer Service Management (CSM)

  • Release version: Zurich
  • Updated March 12, 2026
  • 1 minute to read

    • If you have the admin role, you can configure the ServiceNow Otto for Customer Service Management (CSM) application so that your agents can use the generative AI skills in CSM Configurable Workspace and in Core UI.

    Use the AI Admin Hub console to configure ServiceNow Otto for CSM. This console contains everything that you must install the plugins and configure the generative AI skills. For additional information, see Overview tab in AI Admin Hub.

    The following table lists the features and skills that you can access from the console.

    Table 1. CSM features and skills in the console
    CSM features Skills
    Chat
    • Chat summarization
    • Chat recommendation
    • Sidebar recommendation
    Case
    • Case summarization
    • Resolution notes generation
    • Email recommendation
    • Suggested steps generation
    • Sentiment analysis case
    • Trending topics dashboard
    • Activity response generation
    • Sentiment analysis dashboard
    • Automated quality assurance
    • Special handling notes summarization
    • Customer summarization
    Knowledge KB generation
    Call Call summarization
    Note:
    • Learn how to select an LLM provider to configure all AI generated skills at once. Your choice controls the intelligence layer for the entire capability. For more info, see Manage AI models and Manage model providers.
    • The minimum version of the workspace required to support ServiceNow Otto for CSM features:

      • CSM Configurable Workspace Foundation (sn_cwf_wrkspc): 24.2.1.

      • CSM Configurable Workspace (sn_csm_wrkspc): 24.2.0.

    For earlier versions, go to Application Manager to upgrade it to a later version.