Configure Now Assist for Customer Service Management (CSM)

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 4 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 Customer Service Management (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
    Case
    • Case summarization
    • Resolution notes generation
    Knowledge Knowledge article 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 Customer Service Management (CSM) plugin (sn_csm_gen_ai).
    2. Navigate to All > Now Assist Admin > Features to access the Features 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 feature card that is associated with the skill that you would like to activate, select View details.
    5. In the All available skills section, select Activate skill.
    6. 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
      Example Define triggers screen for the chat skill.
    7. 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.
    8. Define the availability of the skill.
      Note:
      This step applies to the case summarization and resolution notes generation skills. It doesn’t apply to the chat summarization skill. If you’re configuring the chat summarization 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.
      Figure 2. Example Choose input screen for the Chat summarization skill
      Example Choose input screen for the Chat summarization 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.

    9. After you configure the skill availability, select Save and continue to go to the next step.
    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.

    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.