|
Zurich
|
- **[Guided Decisions - Enable Guided Decisions as a Playbook Activity with Inputs and Outputs](https://www.servicenow.com/docs/access?context=add-gd-input-output-playbook&family=zurich&ft:locale=en-US)**
Added support for the Guided Decision with Inputs and Outputs activity in Playbook. Use this activity to embed decision trees that accept inputs and generate outputs, guiding users through complex decisions within your playbooks.
- **[Recommended Actions - Filter search results across multiple sources in the Contextual side panel](https://www.servicenow.com/docs/access?context=nba-use-ai-search&family=zurich&ft:locale=en-US)**
Filter search results corresponding to multiple sources in the AI search tab of the Recommended Actions contextual side panel. You can also filter the search results at the facet-level.
- **[Recommended Actions – Track the AI search usage trends with the AI search analytics dashboard](https://www.servicenow.com/docs/access?context=nba-use-ai-search&family=zurich&ft:locale=en-US)**
Track and analyze the AI search usage in Recommended Actions using the AI search analytics dashboard. The AI search events and actions performed by the agent are captured in the Search Events, Search Source Events, Search Signal Events, Search Result Event, and Search Result Event Action tables. This data is used in the AI search analytics dashboard.
- **[Recommended Actions - Read-only access to TI solutions for the Resource Generator author role](https://www.servicenow.com/docs/access?context=ra-csm-installed-components&family=zurich&ft:locale=en-US)**
Access Task Intelligence \(TI\) solution definitions in read-only mode as a Resource Generator author \[sn\_nb\_action.resource\_generator\_author\] to configure recommendations with Machine Learning \(ML\) solutions from TI models. In other words, the sn\_ti\_admin.tia\_user role is added to the Resource Generator author role.
- **[Recommended Actions - Filter search results across multiple sources on the Search page](https://www.servicenow.com/docs/access?context=nba-use-ai-search&family=zurich&ft:locale=en-US)**
Filter search results corresponding to multiple sources on the Search page. You can also filter the search results at facet-level.
- **[Recommended Actions - View the relevancy score of the AI search results](https://www.servicenow.com/docs/access?context=nba-use-ai-search&family=zurich&ft:locale=en-US)**
View the relevancy score on the search result recommendation cards in the Search tab of the Recommended Actions panel for the default guidance for search results, Attach and share article, Share KB in chat interactions, and all no-code \( Link incident to current case, Link problem to current case, and Link change request to current case\) guidances. To enable this feature, you must enable the Show relevancy score for results check box in the Context form.
- **[Recommended Actions – Limit the number of search results for more precise output](https://www.servicenow.com/docs/access?context=nba-use-ai-search&family=zurich&ft:locale=en-US)**
Limit the number of search results \(Top N\) that appear in the AI search tab in the Recommended Actions context side panel. To configure top N search results, you must enable the Top N check box in the Context form and then define the Search Results Limit in the Search Application Configuration.
- **[Recommended Actions - Optimize the Recommended Actions refresh behavior by excluding non-critical field updates](https://www.servicenow.com/docs/access?context=ra-csm-contexts-create&family=zurich&ft:locale=en-US)**
Exclude the non-critical fields from triggering a Recommended Actions refresh on the record pages by adding the non-critical fields to the **Exclude fields** field on a context record. In a child context, you can also include the field exclusions of the parent context. You can enhance a user’s UI experience when you prevent excessive UI updates and still ensure that relevant updates trigger as intended.
- **[Recommended Actions - Trigger Refresh for Recommendations explicitly or based on UI events](https://www.servicenow.com/docs/access?context=ra-csm-config-data-broker&family=zurich&ft:locale=en-US)**
Trigger recommendations refresh in the Recommended Actions tab on the contextual side panel when a UI or back-end event update is made. This provides dynamic and more contextually relevant recommendations based on the outcome of UI and back-end events. To trigger a recommendations refresh:
- configure UI component’s Data Broker in the UI builder for UI events
- execute the ForceRefreshRecommendationsscript include for back-end events
- **[Recommended Actions - Configure dynamic JSON-based context inputs](https://www.servicenow.com/docs/access?context=ra-csm-create-context-inputs&family=zurich&ft:locale=en-US)**
Configure JSON-based context inputs in a context to populate accurate recommendations corresponding to dynamically changing contexts. You can configure parameters associated with the context table along with context table parameters. To support scenarios where a single workflow may leverage multiple active contexts simultaneously to generate recommendations. This uses the context inputs in rule condition builders, resource generators, and recommendation-action mappings, with minimal performance impact and backward compatibility.
- **[Recommended Actions - Enhanced KB article sharing for Agents](https://www.servicenow.com/docs/access?context=ra-csm-guidances-attach-share-article&family=zurich&ft:locale=en-US)**
Identify the Knowledge Base \(KB\) articles that are not accessible to the case requester with the help of a Lock icon. In the recommendations on the contextual side panel of the CRM Workspace, a Lock icon on a recommendation card denotes that the recommended KB article cannot be accessed by the case requester.
- **[Process Mining - SLA breach analysis](https://www.servicenow.com/docs/access?context=csm-integration-po&family=zurich&ft:locale=en-US)**
Identify and analyze cases where service level agreements \(SLAs\) have been violated. The SLA breach analysis project provides insights into the root causes of breaches, highlights bottlenecks, and recommends improvements to optimize the performance of your processes.
- **[Quick start tests for Customer Service Management](https://www.servicenow.com/docs/access?context=quick-start-tests-csm&family=zurich&ft:locale=en-US)**
After upgrades and deployments of new applications or integrations, run quick start tests to verify that Customer Service Management works as expected. If you customized Customer Service Management, copy the quick start tests and configure them for your customizations.
|
|
Australia
|
- **[Availability of MCP Server in ServiceNow Otto for Customer Service Management \(CSM\)](https://www.servicenow.com/docs/access?context=csm-mcp-server&family=australia&ft:locale=en-US)**
ServiceNow Otto for Customer Service Management \(CSM\) can now provide key data and AI actions through MCP connectors, bringing intelligent case management to third-party interfaces seamlessly. CSM customers can now use subflow and actions such as retrieve cases and case task details or AI skills such as generate summaries and resolution notes, analyze sentiment, and draft activity responses when using any AI-enabled MCP client, such as Moveworks or frontier LLM model channels such as Claude in the web.
- **[Recommended Actions - Support for the Now Assist Multi-Content Response \(MCR\) genius model](https://www.servicenow.com/docs/access?context=ra-configuring-ai-search&family=australia&ft:locale=en-US)**
Recommended Actions now supports the Now Assist Multi-Content Response \(MCR\) genius model. When an author configures a recommendation backed by the MCR model, the agent sees a single MCR recommendation card in the Suggested Actions tab. The card appears in the Recommended Actions Contextual Side Panel in the agent workspace. The MCR recommendation card displays all its content blocks and citations grouped together under that one card.
- **[Real-time AI assistance for voice interactions using Live Agent Assist](https://www.servicenow.com/docs/access?context=add-gd-input-output-playbook&family=australia&ft:locale=en-US)**
Live Agent Assist brings real-time AI assistance to agents during live voice interactions in Agent Workspace. Select the **Get Recommendations** button in the Otto panel during a call. The AI agent determines the customer query from the live call transcript. It generates answers drawn from the customer context such as customer account, interaction history, and relevant knowledge articles. This capability reduces handling time and improves first-contact resolution.
- **[Add a playbook as an action type in Recommended Actions](https://www.servicenow.com/docs/access?context=add-gd-input-output-playbook&family=australia&ft:locale=en-US)**
As an admin, you can configure playbooks as an action type in Recommended Actions, and the Recommended Actions rule engine recommends the right playbook based on context. Playbooks surface inline as cards in the Recommended Actions panel in Agent Workspace and walk Agents through branching decision trees for support, sales, and troubleshooting scenarios. Embedded actions such as creating a task or triggering a workflow can be executed from within the playbook in the Recommended Actions panel in Agent Workspace.
- **[Now Assist for CSM Major Issue Management](https://www.servicenow.com/docs/access?context=configure-na-for-csm-major-issue-management&family=australia&ft:locale=en-US)**
Use AI to proactively detect emerging issues from case patterns and automatically propose major cases when similar cases trend together. The system monitors recent cases for correlated patterns across the product model hierarchy. When it identifies a developing issue that no existing major case covers, it proposes a case as a major case candidate for review. Major issue managers gain earlier visibility into developing case patterns and can escalate to major case status faster, reducing the time customers experience disruption.
- **[Now Assist for CSM- Case insights section](https://www.servicenow.com/docs/access?context=now-assist-csm-summarize-case&family=australia&ft:locale=en-US)**
Resolve cases faster with a new case insights section that brings together key case details, customer summary, issue history, sentiment scores, and special handling notes in one consolidated view.
- **[Customer Service Management AI agent collection- Voice-driven case status retrieval and updates:](https://www.servicenow.com/docs/access?context=voice-ai-agent&family=australia&ft:locale=en-US)**
Reduce live agent dependency by enabling customers to check open case statuses and submit case updates through guided voice interactions across Genesys, Twilio, NICE, Five9, 3CLogic, and Amazon Connect CCaaS platforms.
- **[Customer sentiment analysis on email interaction page](https://www.servicenow.com/docs/access?context=analyze-sentiments-in-now-assist-for-csm&family=australia&ft:locale=en-US)**
View automated sentiment scores and trends from conversation directly on the email interaction page in ServiceNow Otto for CSM. The system reads customer emails and gives a score to show how the customer is feeling, so agents and managers can quickly check the customer's mood without reading the whole conversation.
- **[Now Assist for CSM Case Playbook for Complaints](https://www.servicenow.com/docs/access?context=accelerate-complaint-case-handling&family=australia&ft:locale=en-US)**
Replaced the Agent Assist tab in the side panel with a Recommended Actions tab.
- **[Configure extended tables](https://www.servicenow.com/docs/access?context=configure-extended-table-support-for-the-resolution-notes-skill&family=australia&ft:locale=en-US)**
Automatically receive concise summaries of case resolutions in ServiceNow Otto for CSM, with the extended table, enabling customer agents to quickly understand resolution details and respond to customers.
- **[Recommended Actions - Search query term available as an action input mapping value](https://www.servicenow.com/docs/access?context=ra-create-search-result-mapping-for-ai-search&family=australia&ft:locale=en-US)**
Added the search query term as a new pill picker value in the action input mapping for search result configurations. This provides the ability for agents to include the search query term as a guidance input.
- **[Now Assist for CSM- Quality assurance management skill](https://www.servicenow.com/docs/access?context=quality-assurance-management&family=australia&ft:locale=en-US)**
Automatically evaluate agent activity on closed cases using AI models that score each interaction against a configurable quality rubric, eliminating manual sampling and ensuring consistent, objective assessments at scale.
- **[Now Assist for CSM-Extended table support for email reply recommendation skill](https://www.servicenow.com/docs/access?context=configure-extended-table-support-for-the-email-reply-recommendation-skill&family=australia&ft:locale=en-US)**
Automatically receive email reply recommendations on extended table record pages in ServiceNow Otto for CSM, allowing agents to quickly respond to customers, provide intelligent recommendations and reducing manual effort.
- **[Availability of MCP Server in ServiceNow Otto for Customer Service Management \(CSM\)](https://www.servicenow.com/docs/access?context=csm-mcp-server&family=australia&ft:locale=en-US)**
ServiceNow Otto for Customer Service Management \(CSM\) can now provide key data and AI actions through MCP connectors, bringing intelligent case management to third-party interfaces seamlessly. CSM customers can now use subflow and actions such as retrieve cases and case task details or AI skills such as generate summaries and resolution notes, analyze sentiment, and draft activity responses when using any AI-enabled MCP client, such as Moveworks or frontier LLM model channels such as Claude in the web
- **[ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&family=australia&ft:locale=en-US)**
The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:
- Foundation: AI basics to deliver insights
- Advanced: AI to boost productivity across relevant use cases
- Prime: Act autonomously with all AI assets, and create your own
Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.
- **[Now Assist for CSM-AI workflow tab added in Core UI](https://www.servicenow.com/docs/access?context=ai-workflow-pattern-in-customer-service-management&family=australia&ft:locale=en-US)**
Availability of AI Workflow tab within case view of case table records and email interaction view of interaction records in Core UI, showing agentic workflows and actionable AI-driven insights directly in the record UI.
- **[Now Assist for CSM-Filter controls in Now Assist Guardian](https://www.servicenow.com/docs/access?context=now-assist-guardian-csm-filters&family=australia&ft:locale=en-US)**
Availability of filter controls for CSM in the AI Guardian interface, allowing users to toggle the base system filters on and off. Filtered results display in a user-friendly format for quick case review and action.
- **[AI interaction wrap-up](https://www.servicenow.com/docs/access?context=interaction-wrapup-ai-generated&family=australia&ft:locale=en-US)**
Provides agents with AI assistance during the interaction wrap-up period. This feature generates wrap-up content for interaction records, such as the wrap-up code and notes.
- **[Process mining - Pre‑configured templates for CSM Process Mining Projects](https://www.servicenow.com/docs/access?context=process-opt-csm&family=australia&ft:locale=en-US)**
Select pre‑configured templates from the Process Mining Content Pack for CSM to quickly set up customer service case projects with default settings already applied. These templates help accelerate project creation by providing standardized configurations tailored for common Customer Service Management scenarios.
- **[Guided Decisions - UI Layout tab for the Guided Decision with inputs/outputs activity](https://www.servicenow.com/docs/access?context=add-gd-input-output-playbook&family=australia&ft:locale=en-US)**
Configure the display of knowledge articles directly from the UI Layout tab by setting a default article height and choosing whether articles appear collapsed by default in the playbook.
- **[Guided Decisions - Restart option for the Guided Decision with inputs and outputs activity](https://www.servicenow.com/docs/access?context=add-gd-input-output-playbook&family=australia&ft:locale=en-US)**
As an agent, you can restart a Guided Decision with inputs and outputs activity in a playbook by selecting the **Restart Activity** option. This option is available when the activity is in a complete, skipped, or error state and the stage is still in progress.
- **[Recommended Actions - Hybrid search in AI search](https://www.servicenow.com/docs/access?context=ra-hybrid-search&family=australia&ft:locale=en-US)**
Recommended Actions in CSM Configurable Workspace now uses hybrid search, combining keyword and semantic matching to surface more relevant search results in the AI search tab, even when agent queries don't match article content exactly.
- **[Recommended Actions - View the relevancy score on the Case resolution guidance](https://www.servicenow.com/docs/access?context=nba-use-ai-search&family=australia&ft:locale=en-US)**
View the relevancy score, which indicates how well a search result matches the agent's query, on the search result recommendation cards in the Search tab of the Recommended Actions panel for the Case resolution guidance.
- **[Recommended Actions – Configure contextual filtering of AI search results](https://www.servicenow.com/docs/access?context=ra-configure-contextual-filtering&family=australia&ft:locale=en-US)**
Enhance search accuracy by ensuring results are contextually relevant to the record being viewed by the agent. Search results are dynamically filtered based on contextual information passed through additional context parameters. To configure the contextual filtering of the Search results, enable the dynamic filter for a search source in a Search profile and then create the AisDynamicFilter implementation for the source which holds the filtering conditions.
- **[Recommended Actions – Support for mandatory Contextual Inputs](https://www.servicenow.com/docs/access?context=ra-csm-create-context-inputs&family=australia&ft:locale=en-US)**
As an RA author, you can mark specific context inputs as mandatory by selecting the Mandatory check box in the Context Inputs form. When one or more context inputs are configured as mandatory, you must set the values for these contextual inputs directly on Recommended Actions component on the record page in the UI Builder for the recommendations to be generated.
- **[Recommended Actions - Manage and configure metadata with delegated developer approach](https://www.servicenow.com/docs/access?context=ra-csm-installed-components&family=australia&ft:locale=en-US)**
Grant granular admin users delegated developer privileges and required roles to manage and configure metadata. This includes the Manage update set permission, domain\_picker role, and metadata\_scope\_viewer role for viewing and modifying the application scope of metadata records.
|