--- 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 Now Assist for Customer Service Management (CSM) # Using Now Assist for Customer Service Management (CSM) {#ariaid-title1} * Release version: Xanadu * * Updated August 1, 2024 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read If you have an agent role, you can summarize the customer chat conversations, summarize the case details, and generate the case resolution notes with the Now Assist for Customer Service Management (CSM) application. Summarize your chat conversations to understand the chat context quicker: * Summarize the chat between the Virtual Agent and the customer when the chat is handed off to a live agent. * Summarize the chat between a live agent and a customer when a chat is handed off to another live agent or when an agent wraps up the conversation and ends the interaction. * Summarize the chat at any point during the conversation using the `/summarize` quick action. {#now-assist-csm-using__ul_elf_1lf_gzb} Summarize the case details to understand the case context quicker. These summaries are useful for long-running or complex cases that include multiple conversations between agents and customers. Generate the case resolution notes to wrap up cases faster. When you're ready to propose a solution to a customer, this feature can generate resolution notes and add them to the Case form. The resolution notes also provide the context about the case resolution to other agents who might encounter similar issues. * **[Summarize a chat conversation by using Now Assist for Customer Service Management (CSM)](https://servicenow-prod.fluidtopics.net/_EGlIDkopMcSJ1tD2RO5hQ)** Generate a summary of the Virtual Agent chat history and the chat conversation between a live agent and a customer by using the chat summarization skill in the Now Assist for Customer Service Management (CSM) application. * **[Summarize a Sidebar discussion by using Now Assist for Customer Service Management (CSM)](https://servicenow-prod.fluidtopics.net/pmxG9nZaMJCnDtryIzG1XA)** Generate a summary of the Sidebar discussions between agents, requesters, and subject matter experts by using the chat summarization skill in the Now Assist for Customer Service Management (CSM) application. * **[Generate a chat reply recommendation by using Now Assist for Customer Service Management (CSM)](https://servicenow-prod.fluidtopics.net/DaIOlLCVjHDwv5zBukPWkg)** Generate a reply based on the context of the chat conversation using Now Assist icon. Chat reply recommendations can help provide agents with quick replies to common questions. * **[Summarize a case by using Now Assist for Customer Service Management (CSM)](https://servicenow-prod.fluidtopics.net/4Dea8he3CSGKCSQCIpTn5Q)** Generate a summary from the fields that you selected on the case record and quickly understand the case context by using the case summarization skill in the Now Assist for Customer Service Management (CSM) application. * **[Generate an email response by using Now Assist for Customer Service Management (CSM)](https://servicenow-prod.fluidtopics.net/jSSHEdU17oc9V8ONzxkqig)** Generate an email response that is based on the case and email context by using the Now Assist icon. With mail responses, agents can create quick emails or responses, helping minimize errors and ramp up productivity. * **[Generate the resolution notes for a case by using Now Assist for Customer Service Management (CSM)](https://servicenow-prod.fluidtopics.net/AlpzvNyAideG9GcX8ErX6A#now-assist-csm-generate-resolution)** Generate the resolution notes for a case, propose the resolution to the customer, and add the resolution information to the case record by using the resolution notes generation skill in the Now Assist for Customer Service Management (CSM) application. By generating the resolution notes, you can wrap up cases faster and provide information about the case resolution to other agents who might encounter similar issues. * **[Generate a knowledge article from the CSM Configurable Workspace and classic environment with Now Assist](https://servicenow-prod.fluidtopics.net/QI7ehTNLtG9rojdOGWsTXQ)** Generate the knowledge articles for resolved and closed cases within the CSM Configurable Workspace and classic environment with Now Assist. * **[Summarize a call by using Now Assist for Customer Service Management (CSM)](https://servicenow-prod.fluidtopics.net/ELTa7X3Kh_szXP4rRvsIJg)** Generate a summary of the call conversation between a live agent and a customer by using the call summarization skill in the Now Assist for Customer Service Management (CSM) application. * **[Suggested steps generation in Now Assist for Customer Service Management (CSM)](https://servicenow-prod.fluidtopics.net/3vEO8eYyCaAamyIgkgpl7A)** Generate suggested steps automatically by analyzing clusters of closed cases with similar case resolution in the Now Assist for Customer Service Management (CSM) application. * **[Analyze sentiments in Now Assist for Customer Service Management (CSM)](https://servicenow-prod.fluidtopics.net/Feh_XtcbJ8EZx_ELSgL~Hg)** Make informed decisions on cases based on requester's sentiment and the reasoning behind it in the Now Assist for Customer Service Management (CSM) application. * **[Account sentiment dashboard in Now Assist for Customer Service Management (CSM)](https://servicenow-prod.fluidtopics.net/cJazYnVIr5I8iqCTj3JV4g)** A sentiment analysis dashboard is a powerful visualization tool that showcases the sentiment scores derived from customer cases. This dashboard can include various features and metrics to help organizations gain comprehensive details into their customer sentiments. * **[Request the generative AI capabilities in Customer Service Management by using the Now Assist panel](https://servicenow-prod.fluidtopics.net/JFoqA~mEyjYupz8G9nB7Ow)** Request the contextual generative AI capabilities, such as a chat summary, case summary, case resolution notes, call summary, or knowledge article generation in the CSMCustomer Service Management application by using the conversational interface in the Now Assist panel.