Build a CSM MCP (Model Context Protocol) Server that exposes ServiceNow Customer Service Management capabilities as a set of standardized, AI-consumable tools.
The MCP server acts as a thin wrapper only — it contains no business logic or implementation. All underlying logic is delegated to existing ServiceNow APIs, Script Includes, Flow Actions, Subflows, and Now Assist (WWNA) skills across apps.
|
Tool |
Description |
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case_summarization |
Summarizes case activity, key actions, and current status |
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resolution_notes_generation |
Generates a draft resolution notes entry for the case |
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get_customer_service_cases |
Get list of cases for given criteria or get details of specific case |
|
get_case_tasks |
Get list of case tasks for given criteria or details of specific case tasks |
New
Exposed gen AI capabilities through MCP server tools.
exposing genai capabilities through MCP server tools