---
title: Create a case based on service definition recommendations
description: Use ServiceNow Otto to view AI-predicted service recommendations based on the context of an interaction record, such as the short description or description, and create cases based on these recommendations.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/now-assist-for-csm/use-service-definition-rec.html
release: australia
product: Now Assist for CSM
classification: now-assist-for-csm
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Use generative AI, ServiceNow Otto for CSM, Customer Service Management]
---

# Create a case based on service definition recommendations

Use ServiceNow Otto to view AI-predicted service recommendations based on the context of an interaction record, such as the short description or description, and create cases based on these recommendations.

## Before you begin

These skills are inactive by default. Your administrator must enable the skills that you want to use.

Role required: sn\_esm\_agent

## Procedure

1.  Navigate to an interaction record in the CSM/FSM Configurable Workspace or Core UI where you want to create a case based on a service recommendation using ServiceNow Otto.

2.  Select **Create Case.**

    The case type selector modal displays, with the **AI predictions** section at the top of the modal.

3.  Select a service from the AI predictions, and then select **Create case**.

    A case is created for the selected service.


**Parent Topic:**[Using ServiceNow Otto for Customer Service Management \(CSM\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/now-assist-for-csm/now-assist-csm-using.md)