---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Using agentic workflows in CSM

# Using agentic workflows in Now Assist for Customer Service Management (CSM) {#ariaid-title1}

* Release version: Xanadu
* 
* Updated February 18, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Use the AI agent collection for Customer Service Management to improve productivity through faster triaging. You can gather, verify, respond to, or escalate emails from customers as interactions or cases. You can also process the high volume of cases coming through
offline channels, converting them into actionable tasks to significantly reduce the workload of human agents.
{#csm-ai-agents-use-cases__table_xt1_lth_l2c__entry__3}

| agentic workflow | Description | Available AI agents |
|-|-|-|
| Triage cases | Handles end-to-end case or case type validation, creation, verification, and escalation. It can also retrieve relevant context and details from the provided case or interaction to address customer inquiries directly and avoid unnecessary case creation. | * Triage cases planner * Context validator and analyzer * Duplicate identification * Informational queries * Transactional queries * Case creation * Entity extraction * Document verification * Email response {#csm-ai-agents-use-cases__ul_tz5_qth_l2c} |
[Table 1. Available agentic workflows for Customer Service Management agent collection]

{#csm-ai-agents-use-cases__table_xt1_lth_l2c}

Enable security implementation to execute AI agents and agentic workflows through Access Control Lists (ACLs) and user identities. For more information, see [Implement access control in Now Assist AI agents](https://www.servicenow.com/docs/access?context=aia-security-implementation&version=xanadu&pubname=xanadu-intelligent-experiences&ft:locale=en-US)  
Important:  
By default, all agentic workflows and AI agent records are read only.  
To run the AI agents autonomously, you must first [duplicate the agentic workflow](https://www.servicenow.com/docs/access?context=clone-aia-usecase&version=xanadu&pubname=xanadu-intelligent-experiences&ft:locale=en-US), and then proceed with the following steps:

* Activate the agentic workflow.
* Activate all agents within the agentic workflow.
* Activate the trigger to invoke the agentic workflow automatically. If you prefer to invoke it manually, activating the trigger isn't necessary.
{#csm-ai-agents-use-cases__ul_g51_h5h_l2c}

For information about Triage cases, see [Customer Service Management AI agent collection triage cases agentic workflow](https://servicenow-prod.fluidtopics.net/7ED5ZPDtap85ox3HJpAuKg "Use CSM AI agents agentic workflow to process all routine cases coming in through email and other offline channels and increase agent productivity through faster resolution.").  
Looking for an AI agent?

* There might be AI agents installed with the Now Assist application that are not used in agentic workflows. To learn how to see all agents that are available on your instance, see [Find AI agents](https://www.servicenow.com/docs/access?context=find-ai-agents&version=xanadu&pubname=xanadu-intelligent-experiences&ft:locale=en-US).
* To find agents that might not be installed on your instance, visit the [AI Agent Marketplace](https://store.servicenow.com/store/ai-marketplace) on the ServiceNow Store.
{#csm-ai-agents-use-cases__ul_fjk_5cd_4gc}