Supporting information for Now Assist for Customer Service Management (CSM)

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Get a quick overview of the important information that is related to the Now Assist for Customer Service Management (CSM) application.

    Supported versions

    Now Assist for CSM is supported starting with Vancouver Patch 4.

    Supported user interfaces

    The Now Assist for CSM application includes the skills that are listed in the following table.
    Table 1. Now Assist for CSM supported interfaces
    Interface Skill
    CSM Configurable Workspace
    • Chat summarization
    • Case summarization
    • Resolution notes generation
    • Knowledge article generation
    • Call summarization
    Core UI
    • Case summarization
    • Resolution notes generation
    • Knowledge article generation

    Application information

    Activate the Now Assist for CSM store app (sn_csm_gen_ai) to use the chat and case summarization skills and to generate case resolution notes.

    This store app has the following dependencies:
    • Customer Service (com.sn_customerservice)
    • UXC Generative AI (sn_uxc_gen_ai)
    Activate the applications in the following order:
    1. Customer Service
    2. UXC Generative AI
    3. Now Assist for CSM

    For more information, see Configure Now Assist for Customer Service Management (CSM).