--- 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 --- # Agentic AI workflows in CSM # Using agentic workflows in ServiceNow Otto for Customer Service Management (CSM) {#ariaid-title1} Release version: Yokohama Updated July 31, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Using agentic workflows in ServiceNow Otto for Customer Service Management (CSM) The Customer Service Management (CSM) AI Agent Collection in ServiceNow Otto offers prebuilt, fully configured AI agents and agentic workflows designed to automate and enhance common customer service scenarios. These workflows combine autonomous and supervised actions to manage multi-step processes triggered by customer cases, conversations, or detected intents. Built on the ServiceNow AI Platform, they leverage advanced capabilities such as Knowledge Graph, Flow Designer, scripting, and generative inputs to streamline case handling and improve agent productivity. Show full answer Show less ## Key Features * **Agentic Workflows:** Include workflows like *Triage cases* for validating, creating, verifying, and escalating cases, and *Provide customer 360 insights* for delivering context-aware, multi-turn responses on customer data and case details. * **AI Agents:** Various agents support specific tasks such as context validation, entity extraction, document verification, and email response to reduce manual effort and accelerate customer issue resolution. * **Large Language Model Support:** Compatible with multiple AI providers including Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude, configurable via AI Control Tower and AI Admin Hub for tailored AI model use. * **Security and Compliance:** Integration with Access Control Lists (ACLs) and user identity management through the Guardian framework to enforce security guardrails when executing AI agents and workflows. * **Flexible Activation:** Agentic workflows and agents are read-only by default and require duplication and activation for autonomous operation. Triggers can be configured for automatic or manual invocation. * **Standalone AI Agents:** Additional AI agents may be available through the Now Assist application or the AI Agent Marketplace, providing customers with extended AI capabilities beyond agentic workflows. ## Practical Benefits for ServiceNow Customers * Automates complex customer service processes, reducing manual agent workload and resolving cases faster. * Delivers richer, context-aware customer insights to improve support quality and decision-making. * Maintains security and compliance through robust access controls and governance features. * Enables flexible deployment and customization of AI agents to fit specific organizational needs. * Supports seamless integration across systems without dependency on data location, ensuring reliable operation in diverse environments. The Customer Service Management (CSM) AI Agent Collection provides a set of prebuilt, fully configured AI agents and agentic workflows designed to address common Customer Service Management scenarios. These model examples combine autonomous and supervised flows to perform multi-step actions using advanced reasoning, triggered by customer cases, conversations, or detected intents. Built on the ServiceNow AI Platform, the agents leverage capabilities such as Knowledge Graph, Flow Designer, scripting, Topics, Catalog Items, Retrieval-Augmented Generation (RAG), record operations, web search, and generative inputs. Powered by AI Agent Fabric and Workflow Data Fabric, the collection operates seamlessly across systems without dependency on data location, while Guardian enforces guardrails for security and compliance. By offering ready-to-use building blocks, it helps guide and automate complex processes, reduce agent friction, and free human agents to focus on higher-value work---ultimately accelerating resolution times and enhancing customer experience. {#csm-ai-agents-use-cases__table_xt1_lth_l2c__entry__3} | agentic workflow | Description | Available AI agents | |-|-|-| | [Triage cases](https://servicenow-prod.fluidtopics.net/FffcSzNKCfyhAc1DjaB_ZA "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.") | 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 WrapUp * Context validator * Informational queries * Case creation * Entity extraction * Document verification * Email response {#csm-ai-agents-use-cases__ul_tz5_qth_l2c} | | [Provide customer 360 insights](https://servicenow-prod.fluidtopics.net/YxmktESnwUi~F3S3A_ueRA "Provide Customer 360 insights agentic workflow is a GenAI-powered assistant that helps agents answer natural language questions about customers, cases, products, catalogs, and past interactions with a seamless multi-turn Q & A experience.") | Provides agents with real-time, context aware responses to queries on customer data, case details, product information, catalog entries, and interaction history, using multi-turn Q\&A to maintain conversational context and accuracy. | * Customer insight AI Agent * Case action AI Agent {#csm-ai-agents-use-cases__ul_bdw_x2x_qhc} | [Table 1. Available agentic workflows for Customer Service Management agent collection] {#csm-ai-agents-use-cases__table_xt1_lth_l2c} ## Supported Large Language Models {#csm-ai-agents-use-cases__section_tzc_1fx_qhc} Note: You can use Now LLM Service, Now LLM Long Term Stable models (LTS), Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all Now Assist skills and AI agents. Use the Configuration Controls in [AI Control Tower](https://www.servicenow.com/docs/access?context=ai-model-providers&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US) to define which options are available, then set the skill-level preferences in the [AI Admin Hub console](https://www.servicenow.com/docs/access?context=manage-large-language-models&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US). For more information, see [Large language models on the ServiceNow AI Platform®](https://www.servicenow.com/docs/access?context=exploring-large-language-models&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US). ## Security implementation considerations {#csm-ai-agents-use-cases__section_fyf_dfx_qhc} 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=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US) ## Considerations for running the autonomous AI Agents {#csm-ai-agents-use-cases__section_hfn_ffx_qhc} 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=yokohama&pubname=yokohama-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_k2s_jfx_qhc} For information about Triage cases, see [Customer Service Management AI agent collection triage cases agentic workflow](https://servicenow-prod.fluidtopics.net/FffcSzNKCfyhAc1DjaB_ZA "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."). ## Standalone AI agents {#csm-ai-agents-use-cases__id_zny_qfx_qhc} 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=yokohama&pubname=yokohama-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}