My Quick Guide to Now Assist

[Anurag Tripathi]

ServiceNow’s Now Assist brings Gen AI capabilities to the Now Platform. Now Assist helps you improve productivity and efficiency to deliver better self-service, recommend actions and deliver answers, and empower users with search.

The Gen AI capabilities are tasks that a generative AI model can perform.

Capabilities are based on their initial training and architecture. The capabilities are made available as skills exposed within various workflows to accomplish specific use cases.

Examples of Now Assist capabilities include:

• Case or incident summarization
• Chat summarization
• Resolution notes summarization
• Generative AI search enhancements

In this post I will try to answer some of the questions I have come across speaking to different people and hope this helps.

Q) How/Where to install Now assist from

Ans) Now Assist is ServiceNow Store App, so it has to be ordered from ServiceNow Store.

They are not free so depending on what License agreement you may have with ServiceNow you might be entitled for them /or Not. So please check with your Account Manager before Installing it.

Once You Request the App from ServiceNow Store, it takes a little time for the order to be processed and then It is available on your instance and you can install it by navigation to System Definition > Plugins

Q) Is it Available On PDIs

Ans) No , The Now Assist Plugins are not available on PDIs.

However there are free Now Assist Learning Courses on Now Learning , and when you register for that you can get a free learning instance which has Now Assist enabled. Check this blog by @Mark Roethof where he explains the same -> Request your Now Assist Lab Instance! - ServiceNow Community

Q) How Many Plugins are in Now Assist and what do they bring in

Plugin	Description/Skills	Version	Added in Washington	Product Documentation Link	Store Link
Now Assist for ITSM	Chat summarization Incident summarization Resolution notes generation Now Assist panel Now Assist in Virtual Agent	Utah Patch 5 - Current	Knowledge generation based on resolved incident LLM-based Virtual Agent topic templates	Now Assist for ITSM	Now Assist for ITSM
Now Assist for Creator	Application generation Catalog item generation Code generation Flow generation Flow recommendations Playbook Generation	Vancouver Patch 2 - Current	Added support for application generation. Added support for catalog item generation. Added support for flow generation with preview and rebuild. Added support for playbook generation.	Now Assist for Creator	Now Assist for Creator
Now Assist for Strategic Portfolio Management(SPM)	Feedback Summarization Conversational experience for demand creation	Washington Patch 3	Feedback summarization.	Now Assist for Strategic Portfolio Management(SPM)	Now Assist for Strategic Portfolio Management(SPM)
Now Assist for Field Service Management (FSM)	Task Debrief Enhanced Data Entry on Mobile Devices Task Summary	Vancouver Patch 4 - Current	Demo Data to view summary for Work Order Task	Now Assist for Field Service Management (FSM)	Now Assist for Field Service Management (FSM)
Now Assist Admin Console	This adds a control panel for Admins on the platform to manage Now Assist features and skills and check usage.	Vancouver Patch 2 - Current	Prompt Configurability: Configuration Experience	Now Assist Admin Console	Now Assist Admin Console
Now Assist for CSM	Case summarization Chat summarization Now Assist Panel Now Assist Admin console Now Assist for Search	Utah Patch 5 - Current	Post-call summarization  Knowledge generation Dynamic translation	Now Assist for CSM	Now Assist for CSM
Now Assist for ITOM	Alert Assist	Released in Washington Compatible with Vancouver Patch 7	Released in Washington		Now Assist for ITOM
Now Assist for HR Service Delivery (HRSD)	For Agents Case Summarization Case Resolution notes generation Chat Summarization Knowledge Article Generation For Employees Gen Ai search Now Assist Virtual Agent Topics Filter sensitive requests be identified by the Virtual agent and get redirected to a human support instead VA.	Utah patch 5- Current	KB Generation with Now Assist  Sensitivity Detection as a filter New HR VA OOB Topics Enhanced VA Topics conversational experience	Now Assist for HR Service Delivery (HRSD)	Now Assist for HR Service Delivery (HRSD)

Q) What kind of reporting is available for Now Assist features?

Ans) So far there is only one kind of reporting available on Now Assist, is for Skill Usage. You can report on One of All Skills usage, And you can even trend on the usage of a skill(or all) over a period of time.

This can be accessed from Now Admin Console Home.

Q) How does ServiceNow Collect feedback on the performance of Now Assist?

Ans) For measure (Quality. Accuracy etc), there are ways to provide Feedback to ServiceNow like few screenshots below , but as ServiceNow Admins / Customer we don't get any insights to these metrics yet. IT will be good to have these to record improvement overtime.

        

 

Q) Can everyone use Now Assist features?

ANS) It really like the way this is implemented. Certain features in Now Assist need a special role, for EG

• now.assist.creator cam use Code Generation and Flow Generation skills.
• now_assist_panel_user can access Now Assist Panel.
• sn_nowassist to Access Admin Console as well .

Useful Links:

Link to ServiceNow Product Documentation -> Now Assist (servicenow.com)

Now Assist resources on ServiceNow Community - Now Assist - ServiceNow Community