Jumpstart Your AI Agents for CSM

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Jumpstart Your AI Agents for CSM

    This accelerator demonstrates the capabilities of AI Agents for Customer Service Management (CSM) by leveraging Generative AI to automate routine tasks such as generating resolution notes and summarizing cases and chat conversations. It helps ServiceNow customers improve efficiency by allowing human agents to focus on higher-value activities. The offering includes key resources and best practices to facilitate adoption and effective use of AI Agents in CSM workflows.

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    This accelerator is available to customers with Impact Guided, Guided+ (SV or PG), Advanced, and Total packages.

    Key Features

    • Provisioning and Setup: Includes temporary instance provisioning, activation of relevant plugins, and configuration of AI Agents.
    • Customer Coaching Sessions:
      • Session 1 (up to 90 minutes): Covers base system overview, AI Agents for CSM features, applied demonstrations including case summarization skill customization, Now Assist, and usage metrics.
      • Session 2 (optional, up to 60 minutes): Provides a Q&A opportunity to address customer-specific questions about AI Agents for CSM.
    • Access: 30-day access to a temporary instance for hands-on experience.
    • Customer Resources: Requires involvement from Platform Owner and System Administrator(s) as mandatory roles, with Customer Service Manager and Trusted Service Partners recommended to support adoption and ongoing management.

    Customer Responsibilities and Recommendations

    • Platform Owner: Accountable for overall platform governance and alignment with business strategy.
    • System Administrator(s): Responsible for platform stability, maintenance, and configuration tasks related to ServiceNow applications.
    • Customer Service Manager: Advises on case worker management and AI Agent skill impact.
    • Trusted Service Partners: Recommended to attend coaching for understanding best practices and supporting the customer.

    Important Considerations

    • Availability of this accelerator or certain activities may be limited for customers in restricted environments, self-hosted setups, or managed service providers with domain-separated instances.
    • ServiceNow does not implement recommendations on customer production or non-production instances.
    • Customers should consult the applicable Impact Accelerator description for detailed access and information requirements.

    This Accelerator provides a demonstration of the possibilities and capabilities of AI Agents for CSM.

    Accelerator overview

    This accelerator provides  Impact customers with an overview and applied demonstration of AI Agents for CSM. By harnessing the power of GenAI, this accelerator highlights how AI agents revolutionize the CSM process by using advanced reasoning to complete key tasks. AI agents handle repetitive tasks such as generating detailed resolution notes, summarizing cases and chat conversations, and more, freeing up human agents to focus on higher-value work. This offering provides key resources and leading practices to get started with AI Agents for CSM.

    Note:
    This Accelerator is available for Impact Guided, Guided+ (SV or PG), Advanced, and Total packages.

    What you get

    Session preparation
    • Provision a temporary instance
    • Activate related plug-ins
    • Activate and configure AI Agents
    Customer coaching session #1 (up to 90 minutes)
    Includes the following:
    • Overview of base system AI Agents for CSM features
    • Applied demonstration of:
      • Base system AI Agents for CSM experiences
      • Customization of Case Summarization Skill
      • Now Assist Usage Metrics for CSM
    • Key resources and guides on leading practices
    • 30 days access to the temporary instance is provided
    Customer coaching session #2 (optional upon customer request, up to 60 minutes)
    Opportunity for Q&A related to AI Agents for CSM.

    Requested customer resources

    One or more customer resource is requested. The specific number of resources provided is Accelerator and customer specific.

    Table 1. Customer resource and responsibilities
    Customer resource Responsibilities
    Platform Owner (Required) Responsible for the overall accountability of the ServiceNow platform. Leads the System Administrators, ensures team alignment with the ServiceNow business strategy and roadmap, and contributes to platform governance.
    System Administrator(s) (Required) Maintains the stability and usability of the ServiceNow by performing application maintenance, managing support for cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features.
    Customer Service Manager (Recommended) Responsible for managing case workers. Provides insights into the impact of different AI Agents Skills on the current state.
    Trusted Service Partners (Recommended) Attends ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support customer going forward.

    Requested information/access

    Please refer to the applicable Impact Accelerator Description available at https://www.servicenow.com/upgrade-schedules.html

    Exclusions

    This Impact Accelerator in its entirety or portions of the Impact Accelerator activities may not be available to customers in certain restricted environments, to self-hosted customers, or to managed service providers with domain separated instances.

    ServiceNow is not responsible for implementing recommendations on Customer’s non-production or production instances.