CSM MCP Server
This involves building a CSM MCP Server that serves as a thin wrapper exposing ServiceNow Customer Service Management capabilities as standardized, AI-consumable tools without containing business logic. Development includes creating a scoped app and plugin, implementing the MCP Server framework, registering tools with proper naming,
Install Trend
View Install Data
| Date | Install Count | Change |
|---|---|---|
| 2026-09-09 | 0 | - |
About
For August release we are making below changes.
1. Adding 2 more additional MCP tools
- Case sentiment analysis
- Activity Response : Supporting below 3 actions for this skill.
- Follow up
- Summarize actions taken
- Post respnse
2. We are gating Now assist for CSM tool installation based on the availability of the plugin, **com.sn.csm.gen.ai. ** With this change, Case summarizatoin, Generate resolution notes, Sentiment Analysis and Activity response generation tools will only be installed if Now assist for CSM plugin is available on the instance.
Key Features
Along with the new tools, we are gating Now assist for CSM tool installation based on the availability of plugin, com.sn.csm.gen.ai plugin.
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Tool
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Description
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Sentiment analysis
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Analyze sentiment of a case record
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Activity Response
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Supporting below 3 actions for this skill.
- Follow up
- Summarize actions taken
- Post response
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