Gen AI & Now Assist

[manojattri]

Hi All,

Please help me find answers for the mentioned Queries related to Gen AI Features & Now Assist

Incident Summarization Queries
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1)Is incident summarization available for end users also or only for Resolvers?
2)Can we use the Incident summarization Feature for an Incident which is now in closed state?
3)Can we use Incident Summarization if we have ITSM Standard License?

Resolution Notes Summarization
-------------------------------
1)once we use the resolution summarization feature for an Incident then how can this feature be used as reference by resolver for resolution for similar kind of Incident which will occur in future.
Example: If we get an incident then will we get the summarized resolution notes of similar incident occurred previously for resolution reference.
2)Can we use Resolution notes Summarization feature if we have ITSM Standard License?

KB Article Creation Using Now Assist
--------------------------------------------
1)Can we use "Generating a knowledge article in the Now Assist panel" feature if we have ITSM Standard License?
2)Is there a process of KB articles validation for all the KB Articles created by using Now Assist?

[Dr Atul G- LNG]

Hi @manojattri 

Now Assist required the licence and i think it come with pro only. But you can check with your SN Account manager. 

Incident Summarization Queries
----------------------------------
1)Is incident summarization available for end users also or only for Resolvers? --> Only Resolvers
2)Can we use the Incident summarization Feature for an Incident which is now in closed state? --> As per my knowledge only Active Incident.
3)Can we use Incident Summarization if we have ITSM Standard License? --> Check with your SN Account manager.

Resolution Notes Summarization
-------------------------------
1)once we use the resolution summarization feature for an Incident then how can this feature be used as reference by resolver for resolution for similar kind of Incident which will occur in future.
Example: If we get an incident then will we get the summarized resolution notes of similar incident occurred previously for resolution reference.
2)Can we use Resolution notes Summarization feature if we have ITSM Standard License? -->  Check with your SN Account manager.

KB Article Creation Using Now Assist
--------------------------------------------
1)Can we use "Generating a knowledge article in the Now Assist panel" feature if we have ITSM Standard License? -->  Check with your SN Account manager.
2)Is there a process of KB articles validation for all the KB Articles created by using Now Assist? --> NO, no validation process.

[Dr Atul G- LNG]

Incident Summarization Queries
----------------------------------
1)Is incident summarization available for end users also or only for Resolvers? --> Only Resolvers
2)Can we use the Incident summarization Feature for an Incident which is now in closed state? --> As per my knowledge only Active Incident.
3)Can we use Incident Summarization if we have ITSM Standard License? --> Check with your SN Account manager.

Resolution Notes Summarization
-------------------------------
1)once we use the resolution summarization feature for an Incident then how can this feature be used as reference by resolver for resolution for similar kind of Incident which will occur in future.
Example: If we get an incident then will we get the summarized resolution notes of similar incident occurred previously for resolution reference.
2)Can we use Resolution notes Summarization feature if we have ITSM Standard License? -->  Check with your SN Account manager.

KB Article Creation Using Now Assist
--------------------------------------------
1)Can we use "Generating a knowledge article in the Now Assist panel" feature if we have ITSM Standard License? -->  Check with your SN Account manager.
2)Is there a process of KB articles validation for all the KB Articles created by using Now Assist? --> NO, no validation process.