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

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Install Now Assist for Customer Service Management (CSM)

# Install Now Assist for Customer Service Management (CSM) {#ariaid-title1}

Release version: Yokohama  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Install required plugins and enable Now Assist for Customer Service Management (CSM) to configure and use generative AI skills in Configurable Workspace and Core UI.

## Before you begin

Role required: Admin

## About this task

To get started with Now Assist, you must install at least one Now Assist application on your instance. The Now Assist Admin console can guide your implementation, starting with installation.

For information about the plugin dependencies and plugin activation order, see [Supporting information for ServiceNow Otto for Customer Service Management (CSM)](https://servicenow-prod.fluidtopics.net/Wb3uu~RBYixNVnFInHaw0A "Get a quick overview of the important information that is related to the ServiceNow Otto for Customer Service Management (CSM) application.").

For information about CRM Workspace, see [Set up CRM Workspace](https://servicenow-prod.fluidtopics.net/4uC6F0v~SadSpRnH9RNYzw "Set up CRM Workspace for your agents so they can engage with customers, answer questions, create cases, and resolve issues."). For information about Now Assist AI agents, see [Install Now Assist AI Agents](https://www.servicenow.com/docs/access?context=install-ai-agents-plugins&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US).

To access AI agents in the Now Assist panel, you need to [turn on the Now Assist panel](https://www.servicenow.com/docs/access?context=activate-now-assist-panel&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US) and ensure that the case summarization is active on the instance.

To install the ServiceNow Otto for CSM plugin (sn_csm_gen_ai), follow the procedure below.

## Procedure

1. Navigate to Admin \> Now Assist Admin \> Settings.
2. On the Settings page, selectPlugins.
3. Select Get plugins on the card for the plugin that you want to install.
4. In the confirmation window, select Install Plugin to open the ServiceNow Store page for the plugin in a new browser tab.
5. Install the plugin from the ServiceNow Store page.
6. Return to the Now Assist Admin console.
7. In the dialog box, select Refresh.
8. Either close the dialog box to review all of your plugins or select View all \<Plugin\> Assists and Skills to review the features of your new plugin.  
   For more detailed information about the installation process, see [Install Now Assist plugins](https://www.servicenow.com/docs/access?context=install-now-assist-feature-plugins&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US).