--- 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 --- # Activate Now Assist Skills # Activate Now Assist Skills {#ariaid-title1} * Versão de lançamento: Australia * * Atualizado 12 de mar. de 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 min. de leitura Enable Now Assist generative AI skills to provide AI-driven capabilities such as summarization, response suggestions, and sentiment analysis. This video provides an overview of how you can set up skills and monitor and analyze usage via the Now Assist Admin console. Each skill is configured separately, and tailored to support agents across various platforms. The following Now Assist skills are available to be configured for use within CSM. {#activate-now-assist-for-customer-service-management-csm-skills_0__table_chat_summary_triggers__entry__2} | Skill | Description | |-|-| | Chat Summarization | Generate condensed summaries of conversations between agents or Virtual Agents and highlight key points for quick reference. For more information, see [Configure chat summarization](https://servicenow-prod.fluidtopics.net/adDztsupLQoXeUA1NrFtNg "Configure Chat Summarization to generate condensed summaries of conversations between agents or with a Virtual Agent, highlighting key points for quick reference."). | | Call Summarization | Generate summaries of agent-customer calls within the Active Chat window to capture key call details for better agent follow-up and record keeping. For more information, see [Configure call summarization](https://servicenow-prod.fluidtopics.net/qQq6E9hgvJNaGpm1L79Anw "Configure Call Summarization to automatically generate summaries of agent-customer calls within the Active Chat window to capture key details for better agent follow-up and record keeping."). | | Resolution Notes | Create summaries of case resolutions to help agents quickly understand resolution details and reference notes in future similar interactions. For more information, see [Configure resolution notes generation](https://servicenow-prod.fluidtopics.net/qL8L3VRjCrJ~eur3kEUyog#configure-resolution-notes-generation-in-now-assist_0 "Configure the Resolution Notes skill to create concise summaries of case resolutions, helping agents to quickly understand resolution details and support future similar interactions using notes generated by Now Assist."). | | Knowledge Generation | Draft knowledge articles based on resolving case tasks for agents to review and edit before publishing. For more information, see [Configure knowledge generation](https://servicenow-prod.fluidtopics.net/xtftDSKzJgldAwbb7I4TYw "Configure the Knowledge Generation skill to draft knowledge articles on resolving case tasks for agents to review and edit before publishing."). | | Chat Recommendation | Help agents generate replies for chat messages based on conversation context. For more information, see [Configure chat recommendation](https://servicenow-prod.fluidtopics.net/nYIXxNV3tuAWagHTh_jlnQ "Use the guided setup in the Now Assist Admin console to configure chat recommendation by defining triggers, specifying inputs, setting the display location, and activating the feature."). | | Email Recommendation | Generate and refine efficient email responses based on conversation context. For more information, see [Configure email recommendation](https://servicenow-prod.fluidtopics.net/JbUH0rsGzOImcNx7trZxaw "Configure email reply recommendation to help agents generate and refine efficient email responses based on conversation context."). | | Sentiment Analysis | Analyze case sentiment, trends, and reasoning from case inputs, helping agents resolve cases more efficiently. For more information, see [Configure sentiment analysis case](https://servicenow-prod.fluidtopics.net/pWn6YA2F0FljqmAd4CYFkw "Configure Sentiment Analysis to evaluate case sentiment, trends, and reasoning from case inputs, helping agents resolve cases more efficiently."). | | Suggested steps | Generate suggested steps automatically by analyzing clusters of closed cases with similar case resolution. For more info, see [Configure Suggested Steps Generation](https://servicenow-prod.fluidtopics.net/8rYSFo9JuIEooX5B2PLg6Q#configure-suggested-steps-generatin-in-now-assist "Configure suggested steps generation to analyze clusters of similar cases and suggest next steps for case resolution for accelerated and consistent agent case troubleshooting."). | | Sidebar summarization | Generate a summary of Sidebar discussions between agents, requesters, and subject matter experts quickly. For more info, see [Configure Sidebar Summarization](https://servicenow-prod.fluidtopics.net/oDNpDXO2KPWPiCvonoKTIg "Configure sidebar summarization to generate summaries of sidebar discussions for quick agent understanding, allowing for faster collaboration."). | | Case summarization | Summarize the case details and display this information on the case record, helping the agents to come to speed quickly on cases. For more info, see [Configure Case Summarization](https://servicenow-prod.fluidtopics.net/bmAH5WjcWev5q7eHHfIbMg "Configure case summarization to generate and display case summaries for agents and control who can access them in production."). | | Activity response generation | Automatically generate recommendations for resolution notes, work notes and comments, helping agents add informative updates to case records For more info, see[Configure activity response generation](https://servicenow-prod.fluidtopics.net/awDRrHCA3how6~1ffv_o6g "Set up the activity response generation skill in the Now Assist Admin console to enable automated responses in comments and work notes."). | | Trending topics dashboard | View trending topics across cases with insights and visualizations, helping track trend progression, regional impact, and drill down into specific trends using customizable filters. For more info see, [Configure trending topics dashboard](https://servicenow-prod.fluidtopics.net/Uiy1tY5YJ~1_V1u7wrpdHg "Configure the trending topic dashboard to identify clusters of related records, visualize their volume and sentiment over time, and leverage AI-generated insights to proactively resolve issues and improve operational efficiency."). | | Sentiment analysis dashboard | Gain a complete picture of customer sentiment across all cases. This dashboard leverages LLM-powered analysis to explain sentiment trends and their underlying drivers. Drill down into specific patterns to identify root causes and access real-time insights that enable managers to take precise, informed action. For more info, see [Use sentiment analysis dashboard](https://servicenow-prod.fluidtopics.net/QkhgEo8tUw6eBnxmuS9x8w "Visualize and interpret customer sentiment across cases using the sentiment analysis dashboard and GenAI insight cards.") | [Tabela 1. Now Assist skill overviews] {#activate-now-assist-for-customer-service-management-csm-skills_0__table_chat_summary_triggers} ## General Configuration Steps {#activate-now-assist-for-customer-service-management-csm-skills_0__section_vtq_kbz_kzb} Each skill has it's own configuration process. However, skill activation follows the same guided setup. What configuring steps are required varies depending on the skill. Common Configuration components: * Trigger: Allows you to configure the circumstances in which a skill is generated. For example, chat summarizations can be configured to generate when the chat handoff is done from a live agent to a live agent. * Input: Configure the data used to create the information generated by the skill. For example, resolution notes information is generated from the description, short description, work notes, and the additional comments fields of existing case notes. * Availability: customize how and when the skill capability is active and accessible. For example, email reply recommendations can be configured to be always available, or defined using the condition builder to determine whether or not a user can activate the skill. * Access: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. * Display: determine where the skill appears. For example, the call summarization skill can be configured to display on forms and workspaces or in the Now Assist panel. {#activate-now-assist-for-customer-service-management-csm-skills_0__ul_e5w_fcz_kzb}Saving and activating the configuration setup process is the same across all Now Assist skills. Finalize and Activate Setup 1. After selecting Review and Activate to examine changes, select Done to close the skill configuration settings. 2. Select Skill to turn on the skill for agents and complete the configuration.