---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Implement Intelligence

# Implement Intelligence {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Integrate intelligence features to automate routine tasks and provide relevant content, enabling a quicker, more personalized customer experience.

|-|-|-|
| [Recommended ActionsSet up recommended actions and field recommendations to help agents resolve cases effectively and efficiently.](https://servicenow-prod.fluidtopics.net/CaJ4HtpVsu6aQnGOFQquaw "Use the Recommended Actions application to display relevant actions to agents based on a context of a record or enable agents to perform an AI search to find relevant resources. Agents can quickly and easily take action to help customers and resolve their issues.") | [Machine learningUtilize machine learning solutions to analyze and classify cases and automate tasks.](https://servicenow-prod.fluidtopics.net/kJwUzEuqW~lS2YPPeZbmyQ "Machine learning in Customer Service Management helps with case creation, assignment, and resolution.") | [Now Assist for Customer Service Management (CSM)Use Now Assist for CSM to enhance user productivity and efficiency through conversation and proactive experiences using generative AI.](https://servicenow-prod.fluidtopics.net/MuWyprEAMz6ffun_0NOUSw "Use the ServiceNow Now Assist for Customer Service Management (CSM) application to summarize the case information, generate the case resolution notes, and summarize the chat for an interaction. You can enable your agents to understand the chat and case context so that they can propose quicker resolutions to your customers.") |
[ ]

{#imp-intel__table_bxc_fn1_l1c} Figura 1. Implement intelligence overview

[Recommended Actions](https://servicenow-prod.fluidtopics.net/CaJ4HtpVsu6aQnGOFQquaw "Use the Recommended Actions application to display relevant actions to agents based on a context of a record or enable agents to perform an AI search to find relevant resources. Agents can quickly and easily take action to help customers and resolve their issues.")

:   Set up recommended actions and field recommendations to resolve cases more effectively. The Recommended Actions application displays relevant actions based on the context of a record and enables you to perform AI-driven searches for pertinent resources. This functionality helps you quickly access and
    act on the most relevant information, enhancing your efficiency in addressing customer issues.

[Machine learning](https://servicenow-prod.fluidtopics.net/kJwUzEuqW~lS2YPPeZbmyQ "Machine learning in Customer Service Management helps with case creation, assignment, and resolution.")
:   Use machine learning solutions in Customer Service Management to handle case creation, assignment, and resolution. Implement these solutions to analyze and classify cases, automate tasks, and streamline processes.

[Now Assist for Customer Service Management](https://servicenow-prod.fluidtopics.net/MuWyprEAMz6ffun_0NOUSw "Use the ServiceNow Now Assist for Customer Service Management (CSM) application to summarize the case information, generate the case resolution notes, and summarize the chat for an interaction. You can enable your agents to understand the chat and case context so that they can propose quicker resolutions to your customers.")

:   Use the Now Assist for Customer Service Management (CSM) to boost productivity and efficiency with generative AI. This tool enhances user interactions by summarizing case information, generating resolution notes, and providing chat summaries. It
    also helps you quickly understand chat and case context, enabling faster and more accurate customer resolutions.