Next Experience Academy: What's new in Xanadu: Agent Experience Edition

MGOPW · ‎09-05-2024

Q&A

Q. Does the Chat Summarization require Now Assist?
A. Yes

Q. Are we able to use now assist in a PDI?
A. Not at this moment

Q. Can ServiceNow looking into make sure Agents from different groups don’t see each other when using quick actions - Transfer to Agent, or at least having a feature to allow this to be configured/switch on as per requirement? I think this was a crucial piece of feature that was removed, which was previously available on the Connect Support.
A. you can restrict which agents to be added in a group when ‘Tranfer to Agent ‘ gets trigger. This needs the groups be defined with required agents in it.

Q. Can the chat summarization length also be set up?
A. yes

Q. It’s my understanding that any functionality that relies on generative AI is not available in the PDIs. Is that accurate?
A. Correct

Q. Can response templates use geni for summarization
A. GenAI summarization is part of Now Assist plugin. From this you can activate chat summarization skill to have it trigger from diffreint locations and have a quick action linked to it. Response template has not available yet without the trigger activation to have it generate automatic. Instead agents can use chat summary and chat reply recommendations.

Q. are you able to add collaborators to summarized conversations?
A. Each participant has to use chat summarization to get the summary for them to understand the discussion. one participant created summary is not shown to other participants in the discusisons.

Q. if i want to deactivate side bar for one perticuler task type is that posible ?
A. yes, it is possible

Q. And these capabilties are specific to the on platform "agent chat", right? i.e., they wouldn't work if the primary chat interface is via a Teams integration?
A. These are all platform features

Q. is this available - setting up sidebar conversation on non-task based records - in Washington or only in Xanadu ?
A. Xanadu, for W you still have to follow the manual steps in docs

Q. Are these groups from sys_user_groups? Can we block that option or limit only to users with certain role?
A. Looks like you can script this to be almost anything you want it to be.

Q. Are any of these features show (ex. Sidebar, Chat Summarization) available on other non-ITSM workspaces? If so, which others?
A. Yes, available in other workspaces - talk to your account team or check the product docs to show all the workspaces that support it.

Q. users can delete the activity of the record or discussion?
A. Each record will have activity stream. Whatever messages you post and delete is in user control to post to activity stream. you can also define if you dont want to show the activity stream on a record to the users.

Q. Can you tell me please how the chat summarization length can be configured?
A. That is not configurable as this is controlled by LLM side, It is a standard length through out but you can use option to elaborate or shorter to reduce the length.

Q. Does Theme Builder require a seperate Licence?
A. No, Theme Builder is a store application that you can install for free through the plugin/application manager

Q. can you force set a default theme for a certain employee type. Ex. HR Agent default to theme ABC and ITSM agetn default to theme XYZ.
A. You might be able to do this by testing out applicability and user criteria, but i havent tested this out myself.

Q. Does Theme Builder preserve All Apps Menu transparency as it is n default Polaris?
A. Don't think so

Q. Is the new/custom theme applied to workspace Nav menu bar?
A. No, to edit this you need to set these specific hooks in your theme:

        "--now-toolbar-nav--background-color-start":"0,0,0",
        "--now-toolbar-nav--background-color-end":"0,0,0",

Senior Outbound Product Manager, Agent Experiences
Next Experience Center of Excellence: https://nxtxp.link/coe

Next Experience Academy: What's new in Xanadu: Agent Experience Edition

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