Native incident form view should not longer be encouraged to use because Gen AI features are on SOW?

[Suggy]

Should we ask our fulfillers not to use the native incident form UI as because Gen AI features are on like chat summarization, incident summarization etc are all available on Service operations workspace view?

[Pradeep Thipani]

Hi @Suggy ,

If your clients has enabled Generative AI features like chat summarization and incident summarization that are tailored to the Service Operations Workspace (SOW) , it might be a good idea to encourage fulfillers to use this interface over the native incident form UI.  Providing proper training is essential for helping fulfillers get comfortable with the SOW. 

Thanks,

Pradeep

[Marco Erharter]

Hello @Suggy ,

I agree with @Pradeep Thipani 's response as well, since it's more tailored to SOW at the moment. Nevertheless I believe the goal seems to be for the skills to be available from whereever you are in the platform. So I feel it doesn't have to be an either.. or.. choice with how Now Assist features are integrated across the platform at the moment. Incident summarization for instance can also be be used from the classic view as well or via the panel. It just depends on how you use the platform on a daily basis and the usage of AI needs to tailored to fit your process.

Best regards,

Marco

[Suggy]

@Marco Erharter Thanks for your response!

"Incident summarization for instance can also be be used from the classic view as well " ---  I was not aware of this. Thanks for pointing out.

Anyhow can you advise which UI should we start focusing on now? Its a new customer who is using ServiceNow for the first time. They would not use Gen AI features anytime soon. Even keeping Gen AI aside, should I ask them to focus on classic UI or SOW?

[Marco Erharter]

Hello @Suggy I wish there would be a simple black or white answer, but you would need to look at it from different perspectives. For instance, I would encourage Agents working on SOW since it provides a more interactive experience and is tailored for their use by providing a single interface to complete daily tasks. Still make sure to conduct the relevant training for using both, since depending on their roles and tasks it will take them other places.

From an implementation POV of course ensure both are setup to meet their requirements. 

I hope my take help in some way, but I encourage other experts in the community to share their approach.