--- 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 --- # Supporting information # Supporting information for 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) 3 minutes to read Get a quick overview of the important information that is related to the ServiceNow Otto for Customer Service Management (CSM) application. ## Supported versions {#now-assist-csm-supporting-info__section_uhv_5fg_qyb} ServiceNow Otto for CSM is supported starting with Vancouver Patch 4. ## Supported language models {#now-assist-csm-supporting-info__section_dkj_sjd_jhc} 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). ## Supported user interfaces {#now-assist-csm-supporting-info__section_jps_4gs_dyb} The ServiceNow Otto for CSM application includes the skills that are listed in the following table.{#now-assist-csm-supporting-info__table_odd_d2y_wyb__entry__2} | Interface | Skill | |-|-| | CRM Workspace | * Chat summarization * Case summarization * Resolution notes generation * Knowledge article generation * Call summarization * Sidebar discussion * Chat recommendation * Email response * Sentiment analysis * Suggested steps generation * Sentiment analysis dashboard * Trending topics dashboard * Activity response generation {#now-assist-csm-supporting-info__ul_g42_g2y_wyb} | | Core UI | * Case summarization * Resolution notes generation * Knowledge article generation * Sentiment analysis * Activity response generation {#now-assist-csm-supporting-info__ul_yky_h2y_wyb} | [Table 1. Now Assist for CSM supported interfaces] {#now-assist-csm-supporting-info__table_odd_d2y_wyb} ## Languages supported {#now-assist-csm-supporting-info__section_t3b_zzv_zcc} ServiceNow Otto for CSM supports the following languages across all skills: * German * French * Japanese * Dutch * French Canadian * Spanish * Brazilian Portuguese * Italian {#now-assist-csm-supporting-info__ul_unf_g1w_zcc}For more info, see [Configure multilingual service for Now Assist applications](https://www.servicenow.com/docs/access?context=enable-dynamic-translation-for-now-assist-applications&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US) ## Role masking for ServiceNow Otto for CSM agentic workflows, AI agents, and skills {#now-assist-csm-supporting-info__section_ekn_kfs_fhc} 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. How Role Masking Works 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. Role Masking Considerations for Now Assist in CSM Skills 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. Consider a user with roles A, B, and C, each granting different privileges. If the ACLs defined in the Case Summarization are roles A, B, and C and the masking role defined is role A, If the user activates the Case Summarization skill, and selects Summarize, the process occurs in two steps: 1. 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. 2. 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. {#now-assist-csm-supporting-info__ol_ilg_1lr_jhc} 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 {#now-assist-csm-supporting-info__section_j5w_3dz_byb} Activate the ServiceNow Otto for CSM store app (sn_csm_gen_ai) to use the chat and case summarization skills and to generate case resolution notes. This store app has the following dependencies: * Customer Service (com.sn_customerservice) * UXC Generative AI (sn_uxc_gen_ai) {#now-assist-csm-supporting-info__ul_wpf_4dz_byb} Activate the applications in the following order: 1. Customer Service 2. UXC Generative AI 3. ServiceNow Otto for CSM {#now-assist-csm-supporting-info__ol_jt3_xty_fzb} For more information, see [Configuring ServiceNow Otto for Customer Service Management (CSM)](https://servicenow-prod.fluidtopics.net/DQLPD6FL8uDogb9hLw~1og "If you have the admin role, you can configure the ServiceNow Otto for Customer Service Management (CSM) application so that your agents can use the generative AI skills in CRM Workspace and in Core UI.").