Can anyone provide some examples of Custom skill use cases for Now Assist

[UlkaApare]

Hello Experts,

I am exploring Now Assist feature, I would appreciate if anyone had some Custom Now Assist Skill use cases.

What are some innovative use cases you have implemented or envision for custom skills

Any examples on insights would be greatly appreciated.

Thanks,

Ulka

[Rafael Batistot]

Hi @UlkaApare,

You can check the official SN Training. There you can find many use cases about the tool

now assist LXP Search - ServiceNow University 

[Ravi Gaurav]

Hi @UlkaApare 

What are Custom Now Assist Skills?

They are AI-driven tasks or interactions that you define to help users perform specific actions or get personalized insights — directly from the Now Assist side panel.
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Use Case	Description
Ticket Summarizer	Use AI to summarize long incident or case descriptions for agents, making triage faster.
Next Best Action Recommender	Suggest the most likely resolution steps based on similar past incidents or changes.
Knowledge Article Generator	Automatically draft a knowledge article from resolved tickets using GenAI.

Example: Real Insight Skill

A custom skill was built for a telecom client to detect repeat callers (using customer ID and phone number). When an agent opened the case, the skill would surface a panel:

“This customer has raised 3 similar issues in the past 30 days. Would you like to view the resolution patterns?”
This helped improve first-time resolution and built customer trust.

I hope this helps