---
sourceDocument: Australia Strategic Portfolio Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-business-management
Release :
- australia
ft:locale :
- en-US
ft:publication_title :
- Australia Strategic Portfolio Management
ft:clusterId :
- itbm
bundleId :
- itbm
workflow :
- Technology
---
# ServiceNow Otto skills for CWM
# AI skills for Collaborative Work Management (CWM) {#ariaid-title1}
Release version: Australia
Updated June 8, 2026
 7 minutes to read
Summarize
 Summarized using AI
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.
## Summary of AI skills for Collaborative Work Management (CWM)
ServiceNow Otto is a conversational AI platform integrated into the Collaborative Work Management (CWM) workspace, designed to enhance productivity by automating and simplifying task management and content generation.
It supports multimodal interactions across web, mobile, and messaging channels and enables autonomous orchestration for cross-system workflows.
Availability of features depends on licensing and regional restrictions.
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## Key Features
* **Generate Scrum Tasks for Stories:** Automatically create relevant scrum tasks from user story descriptions and acceptance criteria to accelerate sprint planning. Existing tasks are considered to avoid duplication, and generated tasks can be reviewed and edited before addition.
* **Create Child Tasks from CWM Task Types:** Break down large tasks into smaller, assignable child tasks using AI, directly from the List view, enabling clearer task hierarchies and better task management.
* **Create CWM Tasks or Stories from Files or Open Prompts:** Upload files or enter prompts to generate batches of tasks for Boards, streamlining task creation from documents such as meeting notes or planning documents.
* **Generate Formulas from Natural Language:** Use natural language descriptions to generate complex formula columns without needing to know syntax, making calculated columns accessible to users of all skill levels.
* **Generate Acceptance Criteria for Stories:** Quickly produce clear, comprehensive, and testable acceptance criteria for user stories, improving backlog quality and speeding up delivery.
* **CWM Doc Generation and Insights:** Generate, summarize, elaborate, and refine document content directly within CWM Docs using ServiceNow Otto, helping teams draft and improve content without leaving the workspace.
* **Doc Summarization:** Summarize, expand, or shorten content in Docs to enhance understanding and preparation for meetings or reviews.
* **Generate CWM Tasks from Docs:** Automate task creation from Doc content with options to split, combine, or remove task recommendations, reducing manual effort and improving clarity and alignment within teams.
## Implementation and Management
Administrators can activate and manage ServiceNow Otto features and AI skills using the ServiceNow Otto console within the AI Admin Hub. Knowledge workers can interact with AI capabilities through the ServiceNow Otto panel in the CWM workspace for conversational task and content generation.
Multiple AI model providers are supported, including Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS. Configuration controls allow customization of available AI options and skill preferences.
## Practical Benefits for ServiceNow Customers
* Significantly reduce time spent on repetitive task creation and manual backlog refinement.
* Improve task clarity, consistency, and alignment across teams.
* Enable non-technical users to create formulas and acceptance criteria without specialized knowledge.
* Enhance document productivity by generating, summarizing, and refining content directly within the CWM workspace.
* Automate task generation from various inputs, accelerating project planning and execution.
Learn more about the generative AI capabilities of ServiceNow Otto for CWM. These capabilities can help you save time and improve efficiency for the actions your team performs within the CWM workspace.
Now Assist introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows.
Note:
Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).
Important:
* Not all model providers are available for customers with in-country SKUs, and some AI products/features are currently unavailable for in-country customers. For more information, see the [KB1584492](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1584492) article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.{#now-assist-for-cwm-explore__na-in-country-notice}
* Some AI products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the [KB0743854](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743854) article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.{#now-assist-for-cwm-explore__na-restricted-envs-notice}
* Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.{#now-assist-for-cwm-explore__na-standalone-language-notice}
* Some AI products and skills are not available in Regulated Markets. For more information, see [KB2593939: Regulated Markets AI Products/Skills Not Available](https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=e8d7cc82475aba90b7832920326d4362). Be sure to check for availability updates in future releases.
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## Skills {#now-assist-for-cwm-explore__section_rvd_rk4_1fc}
[Generate scrum tasks for stories](https://servicenow-prod.fluidtopics.net/eDTgFxUTkzFAu2nDgwZ8fg "Use ServiceNow Otto to automatically generate scrum tasks for a story in Collaborative Work Management (CWM) based on the story's description and context, saving time on manual task breakdown.")
: Accelerate your sprint planning by using ServiceNow Otto to generate scrum tasks based on user story descriptions and acceptance criteria. Instead of manually creating each task, you receive a relevant set of scrum tasks as a starting point for
further refinement.
Generate scrum tasks from the story form or create them inline from the List or Sprint planning views. ServiceNow Otto analyzes the user story description and acceptance criteria to propose tasks that align with the required work. For stories that already have scrum tasks, ServiceNow Otto considers existing tasks when generating new ones to avoid duplication and maintain continuity.
You can review and edit AI-generated tasks before adding them to your story. There is no limit on the number of tasks generated, giving you flexibility to capture all necessary work breakdown items. This capability reduces
the time spent on repetitive task creation and helps teams establish a consistent starting point for sprint execution.
[Create child tasks from CWM task types in List view](https://servicenow-prod.fluidtopics.net/lkLQZsTy61bPhPVQeHijlw "Use AI to create child tasks for a large and complex CWM task in the List view. Child tasks are generated from the task's short description and description, reducing manual work breakdown effort.")
: Break down a large and complex CWM task into smaller units of clear and assignable child tasks using AI. The parent task's short description and description are analyzed by AI to generate child tasks.
Generate child tasks inline from the List view by hovering over the short description of a task to display the Generate Subtasks icon. Child tasks are added as a hierarchy under the parent task in the List view.
[Create CWM tasks or stories from files or open prompts](https://servicenow-prod.fluidtopics.net/RvetR4O2PHsw8B91nGrwXA "Generate tasks or stories for a Board by describing the work in a natural language prompt or by uploading a document. AI analyzes the input to propose a list of actionable tasks or stories for you to review and select, saving time and manual effort.")
: Turn an open prompt or an uploaded file into a batch of tasks for your Board, instead of creating each task individually. Describe the context for task generation, or attach a file such as meeting notes, brainstorming
planning docs, or epic PRDs. The input is analyzed by AI and a list of tasks is proposed.
Review the proposed tasks, select the ones you want, and add them to your Board in one action.
[Generate formulas from natural language](https://servicenow-prod.fluidtopics.net/oDcLj3GoP5zWz~QXdLBsog "Use ServiceNow Otto to automatically generate formulas to compute values such as summing hours, calculating date differences, or deriving metrics from existing fields.")
: Create formula columns faster by describing your calculation in natural language and letting ServiceNow Otto generate the formula for you.
Instead of manually building complex formulas, type what you want to calculate in the Formula Builder panel. For example, enter descriptions like days between start date and end date or
total estimated hours for all subtasks. ServiceNow Otto analyzes your description and generates a valid formula using the available columns in your List view.
Review the generated formula to verify that it matches your intent. Insert the formula into the editor with a single click, then make any adjustments if needed. This capability removes the need to memorize formula syntax,
making calculated columns accessible to team members of all technical skill levels.
[Generate acceptance criteria for stories](https://servicenow-prod.fluidtopics.net/YiTsMaAX4FZD1wep6dK7Tw "Create clear, comprehensive, and testable acceptance criteria for user stories without writing them manually in Collaborative Work Management (CWM). Review and refine suggested options to ensure they meet your requirements.")
: As a product manager, generate clear, comprehensive, and testable acceptance criteria for your user stories, instead of spending hours writing and refining them manually.
You can review and refine the suggested options to ensure they meet your story requirements without slowing down planning. By helping you streamline generating acceptance criteria as a process, this skill helps save time,
improve quality, and speed up delivery with cleaner backlogs and better collaboration.
[CWM Doc generation and insights](https://servicenow-prod.fluidtopics.net/jSX77NtvEbpOSDWruMZxig "Use ServiceNow Otto within your Docs to generate new content, summarize or expand sections, and refine drafts. Avoid starting Docs from scratch, save time, and keep your content relevant.")
: Generate content with ServiceNow Otto for CWM directly in your Docs using custom prompts. In addition, summarize existing sections, elaborate where needed, and refine drafts to help improve your productivity.
You can interact with ServiceNow Otto directly in your Doc to create content, add context, or improve existing sections. This helps you draft faster, refine ideas, and keep your work relevant without leaving the page.
Work with content of the whole page
:
Some examples are:
* For Marketing teams: Create a compelling product launch announcement highlighting the key benefits and emotional appeal for our target audience.
* For Legal teams: Write a plain-language summary of the privacy policy in this doc, that customers can easily understand.
* For product teams: Analyze the customer feedback comments in this Doc, group into top 5 themes, and suggest top 3 enhancements for highest impact.
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ServiceNow Otto uses the context from your Doc page to generate a response.
Refine, elaborate, or improve the existing content within the page
:
Some examples are:
* If you have a list of stakeholders, you can ask Elaborate on the scope of these roles.
* Rewrite this in a casual tone.
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Take assistance on a blank page
:
Some examples are:
1. Generate 5 icebreaker questions for a virtual team-building session.
2. Write a 3-paragraph blog post explaining why [industry trend] is changing how businesses operate.
3. Generate an outline for the Instagram campaign tasks for a Hackathon initiative.
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Answer questions in the context of this Doc
: Whether the content in the Doc is added manually or generated using ServiceNow Otto, you can ask questions to find anything in the page's context.For example, if you have a project charter document, you can try
asking What is the total budget of this project and which part is the most expensive?
[Doc summarization](https://servicenow-prod.fluidtopics.net/_g_hBmo8_6mGGe5ZCOXO4A "Gain insights into the page content by summarizing it or improve content quality by refining it in CWM Docs.")
: Gain insights into the contents of the page by summarizing it in CWM Docs. Whether you're reviewing long documents or preparing for meetings, Doc summarization skill helps you stay informed and efficient.
With the Doc summarization skill, you can also elaborate and shorten content, resulting in improved content quality in the CWM Doc pages. Quickly shorten lengthy paragraphs, paraphrase bullet points, or expand on key points ensuring that your content is tailored to specific needs.
[Generate CWM Tasks from Docs](https://servicenow-prod.fluidtopics.net/w6jio95gm7yCFnTekyBmRg "Use the generative AI capabilities of ServiceNow Otto to create tasks from the content of your Docs and help you add them to the required Board in CWM workspace.")
: Creating tasks with detailed descriptions for your CWM Board requires significant time and manual effort. If the tasks aren't detailed enough, it can lead to confusion and misalignment within the team, affecting their understanding of the
expected outcomes. To avoid this manual effort and improve time to value, ServiceNow Otto can generate tasks for your Board using the information in your Docs. This way, you can ensure clear and comprehensive task descriptions, allowing you to focus more on execution and less on
the administrative work.
Based on the recommendations, you can ask ServiceNow Otto to perform one of the following:
* Generate task according to its original recommendations.
* Split a task recommendation into multiple tasks.
* Combine multiple task recommendations into one task.
* Remove any task recommendation.
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Thus, by using the Task generation skill within CWM, you can:
* Remove initial roadblocks to create tasks for a CWM Board.
* Save time and increase productivity by automating the task creation process.
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You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all generative AI skills and AI agents. Use the Configuration Controls in [AI Control Tower](https://www.servicenow.com/docs/access?context=ai-model-providers&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) to define which options are available, then set the skill-level preferences in the [AI Admin Hub console](https://www.servicenow.com/docs/access?context=manage-large-language-models&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). For more information, see [Large language models on the ServiceNow AI Platform®](https://www.servicenow.com/docs/access?context=exploring-large-language-models&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).
## ServiceNow Otto console {#now-assist-for-cwm-explore__section_y4l_f3g_1zb}
An administrator can activate and manage ServiceNow Otto features and skills for the CWM workspace using the ServiceNow Otto console. For more information, see [Overview tab in AI Admin Hub](https://www.servicenow.com/docs/access?context=configuring-now-assist&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).
## ServiceNow Otto panel in CWM workspace {#now-assist-for-cwm-explore__section_xb5_ybq_vyb}
A knowledge worker can use the ServiceNow Otto panel in CWM workspace. This conversational interface enables the user to generate CWM tasks from the context of a Doc page. For more information about the ServiceNow Otto panel, see [ServiceNow Otto panel](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).
## What to explore next {#now-assist-for-cwm-explore__cf-exploring-parent-links}
To learn more about configuring and using ServiceNow Otto, see:
* [Configure ServiceNow Otto for Collaborative Work Management (CWM) (CWM)](https://servicenow-prod.fluidtopics.net/QDYT6egRCu~Sq7ImS44jJQ "If you have the admin role, you can configure the implementation for the ServiceNow Otto for CWM application. This lets your team members utilize generative AI skills in the CWM workspace.")
* [Create CWM tasks or stories from files or open prompts](https://servicenow-prod.fluidtopics.net/RvetR4O2PHsw8B91nGrwXA "Generate tasks or stories for a Board by describing the work in a natural language prompt or by uploading a document. AI analyzes the input to propose a list of actionable tasks or stories for you to review and select, saving time and manual effort.")
* [Generate tasks from Docs in Collaborative Work Management (CWM)](https://servicenow-prod.fluidtopics.net/w6jio95gm7yCFnTekyBmRg "Use the generative AI capabilities of ServiceNow Otto to create tasks from the content of your Docs and help you add them to the required Board in CWM workspace.")
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