Your guide to Now Assist Skills — watch the video walkthroughs!

[RiaC]

You know that Now Assist generative Al skills can be set up to provide agents with powerful capabilities such as summarization, response suggestions, and sentiment analysis.

But did you know that those skills are now easier than ever to configure?

We're excited to share a new series of video walkthroughs designed to help you set up and optimize Now Assist Skills for Customer Service Management (CSM). Whether you're configuring skills for the first time, or refining your existing skills, these step-by-step videos walk you through the entire process.

What’s Included:

These walkthroughs show you how to:

• Activate and monitor skills within the Now Assist Admin Console
• Choose which skills are enabled, define their inputs and outputs, and determine where they appear in the agent experience
• Tailor skills to your use cases to provide the most value possible for your teams

Each video is embedded directly into its corresponding configuration documentation for quick access:

• Chat Summarization - generate concise summaries of customer conversations, helping agents save time and quickly catch up to speed when handling a case
• Resolution Notes - automatically create summaries of resolution notes when a case is closed
• Chat Recommendation - suggest relevant chat responses in real time for fast agent response
• Email Recommendation - suggest relevant email replies for quick and consistent agent response

How to Use These Videos:

Each embedded video includes key configuration steps. Key configuration steps are shown as demonstrations, so you can follow along and mimic the actions shown in your own instance. You can also download transcripts or follow along with linked setup guides.

Ready to get started?

Begin here by learning how to activate your skills and monitor your skill usage within the Admin Console.

Next,

• Explore the individual skill walkthrough videos to configure the features most relevant to you and your team
• Experiment with optimizing inputs, outputs, and feature appearances; tailor different experiences for different workflows

 

Join the conversation:

We'd love to hear from you. Which skills do you find the most valuable? Are there configuration tips or best practices you've discovered while configuring Now Assist Skills? Drop a comment and share your thoughts! Together, we can work towards building better documentation for the whole community.

More walkthroughs coming your way soon!