Action Fabric in CSM: Bring Powerful Case Management to Any AI Client Your agents work across many tools, and they want CSM's case capabilities available in the AI clients they use every day. The CSM MCP Server makes that possible through Action Fabric, ServiceNow's framework for connecting AI agents and tools to the platform. Case AI skills and actions reach any connected AI client, and every request stays governed by the same permissions your agents already work under. In this CRM AI Academy session, you'll learn a practical framework to connect ServiceNow Otto for CSM to any AI client, from prerequisites to a governed, production-ready rollout. Join Fernando Castro, Sr PM for CRM AI, to learn: - What the CSM MCP Server is and when to use it - A 6-step framework to connect an AI client the right way - Why grounding your skills first determines everything that follows - What works (and what doesn't) in production MCP deployments Don't miss out on this opportunity to connect with ServiceNow experts and get your questions answered! Register today! https://info.servicenow.com/ServiceNowExchange-CRM-Solutions.html?cid=losn:youtube About ServiceNow® Exchange: ServiceNow Exchange is your gateway to faster, smarter business outcomes. Connect with peers and industry experts as we simplify complexity through actionable insights, proven shortcuts, and insider tips. Explore curated sessions led by top ServiceNow innovators—designed to give you exclusive knowledge and practical tools to accelerate success and deliver real results. Click here to see the full catalog of ServiceNow Exchange events: https://www.servicenow.com/community/live-on-servicenow/ct-p/live-on-servicenow-events