Configure Now Assist for Customer Service Management (CSM)

  • Release version: Xanadu
  • Updated January 30, 2025
  • 6 minutes to read

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

    Before you begin

    Role required: admin

    About this task

    Use the Now Assist Admin console to configure Now Assist for CSM. This console contains everything that you need to install the plugins and configure the generative AI skills. For additional information, see Now Assist Admin console.

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

    Table 1. CSM features and skills in the Now Assist Admin console
    CSM features Skills
    Chat
    • Chat summarization
    • Chat recommendation
    • Sidebar recommendation
    Case
    • Case summarization
    • Resolution notes generation
    • Email response
    • Suggested steps generation
    • Sentiment analysis
    Knowledge KB generation
    Call Call summarization
    Note:

    • Now LLM Service is currently the only provider for this Now Assist application's skills.

    • The minimum version of the workspace required to support Now Assist for CSM features:

      • CSM and FSM 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.

    Procedure

    1. Install the Now Assist for CSM plugin (sn_csm_gen_ai).
    2. Navigate to All > Now Assist Admin > Now Assist Skills to access the Skills tab of the Now Assist Admin console.
    3. Activate and configure the skills for the Now Assist for CSM features.
      These features are grouped under the Customer workflow group. Each feature has its associated skills.
    4. On the tile for your skills, select Activate skill.
    5. Select the inputs or triggers for the selected skill.
      For information about the inputs and triggers for each skill, see Skill inputs and triggers for Now Assist for Customer Service Management (CSM).
      Figure 1. Example Define trigger screen for the Chat summarization skill
      Define triggers screen for the chat skill.
    6. After you configure the inputs or triggers for the selected skill, select Save and continue to go to the next step.
      • You can return to a previous step by using the Back button.

      • Choose output is available as an additional step in the guided flow for the admin to select the output field where they want to enable Now Assist icon and generate resolution notes. All the multi-line text field will be automatically available in the drop down list to select. If a customer has set a custom field for resolution notes, it can also be selected from the drop down.

        By default, we see the Now Assist icon in the resolution notes field. When we select another field, for example description, the Now Assist icon will show here automatically. The resolution notes can be generated in the description field.

    7. Define the availability of the skill.

      You can configure the skill to be always available to users or you can select conditions that must be met before the skill is available. Selecting Customize skill availability displays a condition builder.

      Note:
      • This step applies to the case summarization, resolution notes generation, chat summarization, KB generation, chat reply recommendation, and email response skill.
      • If you’re configuring the chat summarization, chat recommendation sentiment analysis or suggested steps generation skill, you will see the next step as Choose input. You can select the customer-facing portals that you want to use as the source of the input data. The default product portal and portals that are already in use by other products can't be selected.
      • For suggested step generation skill, the next step after choose input is to launch record clustering to generate more relevant suggested steps based on similar cases.
        Important:
        This process might take several hours. While record clustering is in progress, you won't be able to progress to the next page of the setup. You will be notified by email when it is complete. When the clustering process is complete, you can explore the clusters in more details, monitor the re-clustered schedule or regenerate clusters.
      Figure 2. Example Choose input screen for the Chat summarization skill
      Choose input screen for the Chat summarization skill.
    8. After you configure the skill availability, select Save and continue to go to the next step.
    9. 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 role sn_esm_agent will automatically appear in Define Access and Select Display.
      • If custom roles were added before the upgrade, they’ll be updated automatically by a script.
      • If new roles are created after the upgrade, you’ll need to 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 need to manually select it in Select Display to make it active.
    10. Select where you would like to display the skill.
      • In-product: When selected, the Now Assist skills are displayed on forms and workspaces.

        For the skills that appear in-product, select the down arrow to identify the roles that can use the skill.

      • Now Assist panel: When selected, Now Assist skills are available in the Now Assist panel. If you don't see this option, you must activate the Now Assist panel. For more information, see Turn on the Now Assist panel.

        For the skills that appear in the Now Assist panel, select the down arrow to identify the roles that can use the skill.

    11. After you configure the display for the selected skill, select Save and continue to go to the next step.
    12. Review your choices and select Activate to complete the configuration.
      Your skill is configured.
    13. Configure the Now Assist for CSM Propose Solution UI action and declarative action.

      The Propose Solution UI action and declarative action that are included with the Now Assist for CSM application provide generative AI-specific functionality to the Case form. An agent can use these actions to propose solutions that include the AI-generated resolution notes.

      For more information, see Configure the Propose Solution UI action and declarative action.

      Note:
      You can skip this step if you are using the Now Assist Content menu experience for Resolution Notes Generation skill.
    14. Set the CSM default record page and CSM Interaction record page as the default pages in UI Builder.

      A record page provides the base structure for how a record is displayed in CSM Configurable Workspace. When the system displays information in CSM Configurable Workspace, such as the case records and interactions, it uses the pages that have been set as the default record pages.

      Setting these record pages as the default pages also enables the generative AI icon and banner in CSM Configurable Workspace.

      Setting a page as the default page includes activating the page and setting the order value. For more information, see Set record page order.