Supporting information for Now Assist for Customer Service Management (CSM)
Summarize
Summary of Now Assist for Customer Service Management (CSM)
Now Assist for Customer Service Management (CSM) enhances the ServiceNow CSM experience by providing AI-powered skills and agentic workflows to improve case handling, chat interactions, and knowledge management. This application is supported starting with the Vancouver Patch 4 release and integrates with multiple large language model (LLM) providers to deliver intelligent assistance across supported user interfaces.
Show less
Key Features
- Supported AI Models: Use Now LLM Service, Now LLM Long Term Stable models (LTS), Azure OpenAI, Google Gemini, or Anthropic Claude on AWS. Configuration and skill preferences are managed via AI Control Tower and the Now Assist Admin console.
- Supported Interfaces and Skills:
- CSM Configurable Workspace: Chat summarization, case summarization, resolution notes generation, knowledge article generation, call summarization, sidebar discussion, chat recommendation, email response, sentiment analysis, suggested steps generation, and dashboards for sentiment and trending topics.
- Core UI: Case summarization, resolution notes generation, knowledge article generation, sentiment analysis, and activity response generation.
- Language Support: Now Assist for CSM supports German, French, Japanese, Dutch, French Canadian, Spanish, Brazilian Portuguese, and Italian across all skills, enabling multilingual service capabilities.
- Role Masking for Security: Role masking restricts user access to agentic workflows, AI agents, and skills based on active roles, ensuring users only see data pertinent to their permissions. It works alongside Access Control Lists (ACLs) to enforce fine-grained, secure access to sensitive information during AI-driven tasks such as case summarization.
Application Activation and Dependencies
To enable Now Assist for CSM capabilities like chat and case summarization or resolution notes generation, activate the sncsmgenai store app. It requires these dependencies activated in order:
- Customer Service (com.sncustomerservice)
- UXC Generative AI (snuxcgenai)
- Now Assist for CSM
Following this activation sequence ensures proper integration and functionality.
Practical Benefits for ServiceNow Customers
- Accelerate case resolution and customer interactions with AI-generated summaries, notes, and recommendations.
- Maintain strict data security and compliance through role masking combined with ACLs, protecting sensitive customer information.
- Support global customer service operations with multilingual AI capabilities.
- Customize AI model usage and skill preferences to align with organizational policies and performance requirements.
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 language models
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 to define which options are available, then set the skill-level preferences in the Now Assist Admin console. For more information, see Large language models on the ServiceNow AI Platform®.
Supported user interfaces
| Interface | Skill |
|---|---|
| CSM Configurable Workspace |
|
| Core UI |
|
Languages supported
- German
- French
- Japanese
- Dutch
- French Canadian
- Spanish
- Brazilian Portuguese
- Italian
Role masking for Now Assist for CSM agentic workflows, AI agents, and skills
Role masking is used to restrict user access to agentic workflows, standalone AI agents, and skills. This ensures that users only receive the permissions necessary for their tasks, enhancing security and reducing the risk of unauthorized access.
Imagine a user assigned roles A, B, and C, where each role grants access to a specific set of data. Normally, only if using Access Control Lists (ACLs), the user could access any data or functions available to roles A, B, and C. With role masking applied, the user can only access data tied to the active role, limiting exposure to unnecessary information.
When a CSM skill runs, its features are initially controlled by ACL permissions, ensuring users only access authorized data and functions. If the skill uses a Large Language Model (LLM) to perform its task, role masking adds an extra layer of control by filtering the LLM-generated output according to the user’s active role.
- Data Retrieval
ACL permissions for role A are applied to fetch relevant case data. This ensures the user only sees data they are authorized to view.
- Data Summarization
After data retrieval, an LLM summarizes the case. Role masking is then applied to the output, tailoring the summary to the access privileges defined for role A.
By applying both ACL permissions and role masking, the system ensures a secure and granular access control mechanism for CSM skills, protecting sensitive information while providing users with the insights they need to perform their tasks effectively. For information on role masking, see.
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.
- Customer Service (com.sn_customerservice)
- UXC Generative AI (sn_uxc_gen_ai)
- Customer Service
- UXC Generative AI
- Now Assist for CSM
For more information, see Configuring Now Assist for Customer Service Management (CSM).