Hi,
There is a good session in this post that is worth watching if you haven't already seen it. And also a lot of tips regarding knowledge and Now Assist here.
From personal experience I think it all depends on what your use case is going to be. Do you have an existing knowledge base that you are just going to use with Now Assist, or do you have other AI tools in mind and are starting fresh?
From personal experience we have had to make some alterations to how we traditionally approached writing articles. Our audience was always just intended to be a human reading an article on a screen, but obviously with AI that has changed. Our articles are now ingested by a chatbot so we've had to make some changes around how articles are structured and formatted. Making sure all images have alt text was a big undertaking, as the bot wasn't reading images. We've also begun to include a short summary at the beginning of all our self service articles, because again this is something that the chatbot seems to work well with.
Looking forward to seeing input from others on this and what changes they may have had to make.
Regards,
Eoghan
🌟 ServiceNow Rising Star 2025
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