Configuring Now Assist for Customer Service Management (CSM)
If you have the admin role, you can configure the Now Assist for Customer Service Management (CSM) application so that your agents can use the generative AI skills in CSM Configurable Workspace and in Core UI.
Use the Now Assist Admin console to configure Now Assist for CSM. This console contains everything that you need to install the plugins and configure the generative AI skills. For additional information, see Overview tab in Now Assist Admin.
The following table lists the features and skills that you can access from the Now Assist Admin console.
| CSM features | Skills |
|---|---|
| Chat | - Chat summarization - Chat recommendation - Sidebar recommendation |
| Case | - Case summarization - Resolution notes generation - Email recommendation - Suggested steps generation - Sentiment analysis case - Trending topics dashboard - Activity response generation - Sentiment analysis dashboard - Automated quality assurance - Special handling notes summarization - Customer summarization |
| Knowledge | KB generation |
| Call | Call summarization |
Note:
- Learn how to select an LLM provider to configure all Now Assist skills at once. Your choice controls the intelligence layer for the entire capability. For more info, see Manage AI modelsand Manage model providers.
The minimum version of the workspace required to support Now Assist for CSM features:
CSM Configurable Workspace Foundation (sn_cwf_wrkspc): 24.2.1.
CSM Configurable Workspace (sn_csm_wrkspc): 24.2.0.
For earlier versions, go to Application Manager to upgrade it to a later version.
Related topics
Overview tab in Now Assist Admin
Configuring Now Assist Admin features
Using agentic AI in Now Assist for Customer Service Management (CSM)
Customer Service Management AI agent collection triage cases agentic workflow