Supporting information for Now Assist for Customer Service Management (CSM)

  • Release version: Xanadu
  • Updated January 30, 2025
  • 1 minute to read

    • Get a quick overview of the important information that is related to the Now Assist for Customer Service Management (CSM) application.

    Supported versions

    Now Assist for CSM is supported starting with Vancouver Patch 4.

    Supported user interfaces

    The Now Assist for CSM application includes the skills that are listed in the following table.
    Table 1. Now Assist for CSM supported interfaces
    Interface Skill
    CSM Configurable Workspace
    • Chat summarization
    • Case summarization
    • Resolution notes generation
    • Knowledge article generation
    • Call summarization
    • Sidebar discussion
    • Chat recommendation
    • Email response
    • Sentiment analysis
    • Suggested steps generation
    Core UI
    • Case summarization
    • Resolution notes generation
    • Knowledge article generation
    • Sentiment analysis

    Languages supported

    Now Assist for CSM supports the following languages across all skills:
    • German
    • French
    • Japanese
    • Dutch
    • French Canadian
    • Spanish
    • Brazilian Portuguese
    • Italian
    For more info, see Enable translation for Now Assist applications

    Application information

    Activate the Now Assist for CSM store app (sn_csm_gen_ai) to use the chat and case summarization skills and to generate case resolution notes.

    This store app has the following dependencies:
    • Customer Service (com.sn_customerservice)
    • UXC Generative AI (sn_uxc_gen_ai)
    Activate the applications in the following order:
    1. Customer Service
    2. UXC Generative AI
    3. Now Assist for CSM

    For more information, see Configure Now Assist for Customer Service Management (CSM).