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Australia
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- **[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.
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