on - edited on by
Victor Chen
Now Assist is the label given to experiences powered by generative AI at ServiceNow. It empowers your agents/customers to get help, solve problems, and answer questions through a variety of new features documented below.
Where should you start before reading the rest of this guide?
We recommend starting with a foundation of Generative AI concepts with the 10-minute training on Now Learning: Introduction to Generative AI. What you'll learn in this course:
- Recognize common Artificial Intelligence (AI) terms and definitions
- Identify how Generative AI works
- Indicate how industries are impacted by it
- Select which communities will benefit from it
- Its benefits, limitations, and risks
- Recall how ServiceNow uses it
Once you've taken the Introduction to Generative AI course, you can then hop into our Now Assist Essentials course which is only 45 minutes long. This course is going to provide you with a lot of helpful information such as:
- Generative AI terminology
- How Now Assist works in the platform
- How to Install Now Assist
- How to use the Generative AI Controller in Flow Designer and Virtual Agent
- How data is used with Generative AI
What are the prerequisites for installation?
Prior to installing any Now Assist products, you have to have the following:
- An instance with Vancouver Patch 2+
- A license that includes a Now Assist package
- Reviewing the free NowLearning course on Now Assist essentials (45 minutes)
Once the above is prepared, you're ready to begin!
How do I install Now Assist?
- Navigate to Now Assist Admin > Home within your instance
- Navigate to the Settings tab
- Click "Get Plugin" on the Now Assist product you wish to install. You will be taken to the ServiceNow store. You may have to enable pop-ups within your browser.
- Click Get*
- Go to your instance, and navigate to System Definition > Plugins
- Click "Refresh" to sync the plugins page with your freshly entitled store application
- Search in the search bar for your particular Now Assist product
- Install the plugin and return to your instance.
*If you see something other than "Get", please contact your account representative
What do I do to introduce Now Assist experiences in my instance?
The next step is to configure your particular instance to include Now Assist products via the configuration of the Now Assist panel. To do so, follow the below steps:
- Once you've returned to the instance tab with the Now Assist Admin console open, you may see a prompt to refresh after installation. Once the plugin is successfully installed, you’ll see a prompt to turn on the Now Assist Panel. Click Go to Now Assist panel to visit the summary page.
- Click the Turn on button within the summary section. A modal window will appear asking to turn on the panel and inform the you of roles that can access the panel.
- A modal will appear stating that the Now Assist Panel has successfully been turned on, and it’s ready for you to start activating skills.
- Click the Go to features and skills button in the modal.
- The modal window will take you to the Now Assist Admin features tab, and you can see there are different features depending on the plugins you’ve activated such as IT, Customer, Employee, Creator, etc.
How do I enable features and skills?
Features and skills consist of the actual experiences that leverage generative AI. To enable them, follow the below steps:
- From the Now Assist Admin features tab, click on the the category that applies to your desired outcome. E.g. for Now Assist for ITSM, you would click on Technology.
- Review the features that are available for configuration. Determine the skill you wish to enable, and click View details.
- Review the contents of the page discussing the feature, then find the section labelled All available [x] skills. Click Activate skill on the skill you wish to include in your instance.
- You will be brought to a guided setup page. This differs per skill. Review the configuration to ensure it adheres to your organization's needs, then click Save & Next to navigate to the next page. Continue, until you are happy with the set up, then click Activate.
- A modal window will appear informing you that your skill is now active, with an option to return to the feature page to enable more skills.
Congratulations! You can now access Now Assist within your application.
For more detailed and/or specific information, refer to the product documentation for your specific product or skill.
For specific installation guides, please refer to the following guides within NowCreate. Please note that you have to be logged in to view them:
- Now Assist for Creator – Implementation Guide
- Now Assist for Workflows – Implementation Guide
- Now Assist for ITSM - Deployment Guide
- Updated for Xanadu - Now Assist for Core Platform - Implementation Workshop Presentation
Service Now - Now Assist --Where Its Available as per docs which may change in Future.
Regards
RP
