knowledge articles and NowAssist generative AI
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3 weeks ago
Hello. We have been working to update knowledge articles to work with NowAssist in accordance with what was recommended here: https://www.servicenow.com/community/knowledge-management-articles/best-practices-to-use-your-knowle...
NowAssist is being implemented and I am now hearing that some coworkers think we do not need knowledge articles at all, and NowAssist generative AI can work just reading published pdf, like policies,etc. Does anyone know if there is truth to this? Will NowAssist give quality results without corresponding knowledge articles?
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3 weeks ago
To clarify, I'm not referring to knowledge for case agents, I'm referring to knowledge for all employees on HR-related topics.
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3 weeks ago
Hi,
Even with the advancements in Now Assist, I would strongly advise that a robust Knowledge Base is absolutely essential, especially when it comes to HR-related topics.
While Now Assist can reference published documents like PDFs, relying solely on them introduces several challenges that a well-defined Knowledge Base helps to overcome:
Governance and Maintenance:
Knowledge articles are easier to update, maintain, and review. Features like ownership assignment, expiry processes (e.g., Valid To Date), and version control provide guardrails to ensure content remains accurate and current. PDFs, on the other hand, are often uploaded without these controls in place.
Structure & Clarity:
PDFs typically lack structured formatting and metadata that knowledge articles provide, making it harder for AI to extract precise answers.
Contextual Relevance:
Knowledge articles can be assigned topics, categories, metadata and other information that would help NowAssist to tailor responses more effectively.
A combination of both can definitely be used, and have PDFs supplement your Knowledge Base. Use Knowledge articles for some of your FAQ's and structured guidance, and link them to PDFs for detailed policies or legal documentation.
Regards,
Eoghan
🌟 ServiceNow Rising Star 2025
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