If you miss any content, please leave it as a comment and I will add it to this article.
ℹ️ For similar topics I have written individual articles:
➡️ Generative AI (Controller)
➡️ Agentic AI & AI Agents
| Table of Contents |
My library Knowledge Sources To Go is very popular, but it was intended mainly as a thematically grouped guide to standard sources and was provided by me as a PDF file. For certain topics, however, there is so much content that I can no longer include it in that document, as it cannot continue to grow forever.
For this reason, I have decided to handle such topics in individual community articles like this one instead.
What is Now Assist?
Now Assist is a growing cross-platform family of generative AI features, which are tasks that a large language model (LLM) can perform. Generative AI features are based on the initial training and architecture. A skill delivers a feature plus the use case to the user. An example of a skill is "chat summarization" within a customer workspace. Now Assist products provide features and skills that are tailored to meet the needs of users in different workflows.
Entry point to the official product information pages
Entry point to the official product documentation
Gives a quick understanding of what a ServiceNow solution offers and how it can be applied to improve business processes.
Provides implementation steps to achieve a prescribed set of product outcomes for Now Assist
Now Assist Actions and Assists Consumed
This document provides an reference of skills, skill actions, and the number of assists counted. An “assist” is a unit used to measure usage of Now Assist skills via performed skill actions. The total available number of assists for Customer is defined by Customer’s contract and pooled at the account level. Users of Now Assist will generate an assist(s) when they execute a given Now Assist skill either as a single skill action, or through the combination of multiple skill actions. All use of Now Assist skills will consume assists (even if the user does not have a licensed seat).
Learn more about our suite of products containing generative AI features by reviewing the FAQs and product documentation below.
Trainings & Courses
Learn the benefits of Generative AI and how you can leverage it in your workflows. Topics include Now Assist applications, Now Assist Skills, Now Assist Usage, and the Generative AI Controller.
Articles & Blog Posts
2024-09-11 by @Matt Dodd
Implementing Now Assist is a strategic move that can significantly uplift your organization's productivity and improve the engagement experience for your users and customers. After numerous conversations with customers on this topic, a common ask is "What kinds of things can we do in preparation for it?" There a numerous documents and articles written on the more technical aspects of this question, however not so many that talk about some of the other considerations - which is the purpose behind this article.
2025-03-26 by @Miguel Donayre
The Overlooked Key to Now Assist Success—Organizational Change Management (OCM)
You turned on Now Assist by ServiceNow—so why isn’t anyone using it? If adoption is low, here’s a hard truth: AI doesn’t magically change behavior. If users don’t understand it, they won’t use it. If they don’t see the value, they’ll ignore it.
2025-03-26 by @Eliza
Using external LLMs with Now Assist
When using Now Assist products, you may encounter a scenario where you wish to modify the large language model (LLM), providing generative AI capabilities. This guide will walk you through this process, indicating how you can set up the connection to an external LLM and what options you have for adjusting the provider for both out-of-the-box (OOTB) and custom Now Assist skills.
2025-03-26 by @PaulSylo
Assist & Token - How Assist and tokens define your Now Assist licensing
By now many of you are familiar with "Now Assist" and starting to work in "Now Assist", experiencing its potential to enhance workflows and provide valuable insights. However, the underlying mechanisms that drive the "assist" calculations – that crucial license components – often feel like a black box to me.
Videos
2023-10-02 by ServiceNow Support
Now Assist Admin console | Overview
Demonstrates setting up skills and monitoring and analyzing usage for Now Assist via the Now Assist Admin console.
2023-11-16 by ServericeNow Community
Now Assist Overview
Now Assist is ServiceNow's specialized Generative AI, designed to boost agent productivity. With Now Assist, get the context of a case or an incident and assistance to solve customer issues faster.
2024-04-03 by ServericeNow Community
In this session we will learn more about how to turn on, configure, and use the Now Assist Panel to the full extent of its capabilities. We'll also run through a demo of how to update the branding of the panel via Theme Builder.
2024-04-22 by ServericeNow Documentation
Now Assist Admin console | Overview
Demonstrates setting up skills and monitoring and analyzing usage for Now Assist via the Now Assist Admin console.
2024-06-28 by ServericeNow Documentation
Supporting Multi-lingual in Now Assist
Join us to learn how to use Dynamic Translation to support multiple languages for Now Assist.
2024-09-04 by ServericeNow Community
Tracking Assist usage with Subscription Management
Join us to learn how Subscription Management can be used to help you track the usage of Assists.
2024-11-01 by ServericeNow Community
Sensitive Topics and Sensitive Data Handling in Now Assist (Fundamentals)
In this session, we covered Sensitive Topics and Sensitive Data when using Now Assist (generative AI). This is a great foundational session to containerize each of these features and when they should be used. If you want to know more about how to handle employee sensitive topics when using Now Assist for HRSD, as well as sensitive data such as PII when using Now Assist, tune into this session to know more.
2024-12-12 by ServiceNow Community
Native and dynamic translation for Now Assist
Join Ashley Snyder and Victor Chen as they share how Now Assist supports multi-lingual natively with Now LLM. For other languages, dynamic translation is also provided.
2025-03-20 by ServiceNow Community
Protecting sensitive data when using AI Agents and Now Assist
In this video, you'll learn how you can protect your organization's sensitive data when using AI Agents and Now Assist.
2025-05-15 by Fusion3 Consulting
Koffee with Kevin - Now Assist Install
I walk through enabling Now Assist AI for Legal Service Delivery - Request summarization and Matter summarization.
Now Assist Variants
For nearly every ServiceNow product, there is also a supporting Now Assist variant available, which are described in the following articles:
Now Assist Skill Kit
The Now Assist Skill Kit allows developers to create and deploy custom generative AI skills across the platform. This kit provides tools and frameworks for building new skills that can enhance customer and employee experiences by improving productivity and service capabilities. It supports the use of both the generic Now LLM and external language models, enabling flexibility in handling complex workflows and domain-specific knowledge. Users can define input data, process it with available tools, and deploy the skills via UI actions or other integration points. Once created, custom skills can be activated from the Now Assist Admin console and tested using in-product evaluation features.
Entry point to the official product documentation
Now Assist Skill Kit (NASK) FAQ
Now Assist Skill Kit, or NASK, was released in the Xanadu release. This feature allows you to build and deploy custom skills that leverage generative AI directly within your instance. These skills can serve to enable use cases that the current suite of Out of the Box (OOTB) Now Assist skills such as task summarization and code generation cannot today.
Trainings & Courses
Learn how to create, implement, and deploy custom Now Assist Skills. This course covers the differences between custom and standard skills, explores implementation scenarios, reviews the skill development workflow, and guides you through using the Now Assist Skill Kit to build, test, and deploy custom skills in a hands-on lab environment.
Develop Custom AI Skills with the Now Assist Skill Kit
In this microlearning, you'll learn how to develop custom generative AI skills using the Now Assist Skill Kit. Get a front-row seat as an AI practitioner walks through building tailored prompts and automations that come together as a single, reusable skill. In just under 10 minutes, see how generative AI can be applied to real business use cases with ServiceNow.
Now Assist Skill Kit Fundamentals
In this course, you learn how to create, evaluate, and deploy custom Now Assist Skills tailored to specific business needs. This course covers the differences between custom and standard skills, explores real-world implementation scenarios, reviews the skill development workflow, and guides you through using the Now Assist Skill Kit to build, test, evaluate, and deploy custom skills in a hands-on lab environment.
Articles & Blog Posts
2024-09-18 by James Hamilton
The Now Assist Skill Kit: Prompt Engineering is Here!
Let's explore the contents of the Now Assist Skill Kit and outline the key elements of prompt engineering so that you have a leg up when the product is available!
2024-09-18 by @Eliza
Now Assist Skill Kit Use Case Library
This collection of use cases has been carefully curated to spark your creativity and demonstrate the vast potential that lies within Now Assist Skill Kit. Each example presents a unique scenario and walks you through the steps required to build it in your instance.
Videos & Podcasts
2024-09-18 by ServiceNow Community
Introduction to Now Assist Skill Kit
Join us to learn about the new Now Assist Skill Kit, and go through the process of creating a new custom skill that leverages Generative AI within your ServiceNow instance.
2025-02-14 by ServiceNow Community
ServiceNow Skill and Data Kits with Now Assist Roadmaps
Discussion Topics: Now Assist Skill Kit & Now Assist Data Kit, Intro to both capabilities, Walkthrough of February release features, Demo for Architects and Developers
Takeaway: Roadmap for Now Assist Capabilities
2025-02-14 by ServiceNow Community
Using Retrievers in Now Assist Skill Kit
Learn how to infuse AI search content into your custom skills using our Retrieval Augmented Generation (RAG) framework within Now Assist Skill Kit.
2025-02-21 by ServiceNow Community
Now Assist Skill Kit - Build Your First Assistive AI Agent
In this video, I’ll show you how to configure AI Agents in ServiceNow using the Now Assist Skill Kit (NASK)! We’ll walk through the process of building an assistive AI Agent designed to help Change Planners by automatically generating Backout Plans — saving time and reducing errors.
2025-02-26 by ServiceNow Community
Advanced Now Assist Skill Kit Implementation
Join Eliza Orchard as she walks through the process of using Now Assist Skill Kit's advanced features to build a custom Generative AI skill that generates goals for a user based upon their team's KPIs.
Now Assist Data Kit
ServiceNow's Now Assist Data Kit is a tool introduced with the Xanadu Patch 3, designed to create, curate, and maintain datasets for use in various AI tools within ServiceNow. It allows users to add ground truths to records, which are used to evaluate the performance of custom AI skills against desired outputs. The kit enables the creation of datasets from ServiceNow tables, derivation of smaller datasets, and combination of datasets into data collections. These data collections are then published to facilitate the evaluation of custom skills in the Now Assist Skill Kit. The evaluation process assesses metrics such as faithfulness and correctness of AI-generated outputs compared to ground truths, providing users with feedback to improve their custom skills. The kit does not consume assists directly but is essential for the autoevaluation feature in Now Assist Skill Kit, which does consume assists during testing.
Entry point to the official product documentation
Trainings & Courses
The Now Assist Data Kit Overview course teaches learners the foundational concepts and tools needed to effectively use the Now Assit Data Kit application. After completing this course, you will be able to to generate, configure, and manage data for AI evaluation workflows. By the end of the course, you will be able to design and deploy tailored datasets to support accurate and reliable custom skill evaluation, identify optimization opportunities, and enhance the overall performance of custom AI solutions.
Videos & Podcasts
2025-02-14 by ServiceNow Community
ServiceNow Skill and Data Kits with Now Assist Roadmaps
Discussion Topics: Now Assist Skill Kit & Now Assist Data Kit, Intro to both capabilities, Walkthrough of February release features, Demo for Architects and Developers
Takeaway: Roadmap for Now Assist Capabilities
2025-03-24 by ServiceNow Community
Evaluating the quality of custom skills using Now Assist Data Kit
Join Eliza Orchard and Ragu Ramakrishnan as they explore the topic of evaluation in Generative AI solutions within ServiceNow. We will cover the purpose and outcomes of an effective evaluation process and demonstrate how to perform these evaluations using a combination of Data Kit and Now Assist Skill Kit.
Now Assist Guardian
ServiceNow's Now Assist Guardian is an integrated security and compliance layer within the Now Assist generative AI platform that monitors both user inputs and AI-generated outputs to detect and manage offensive content, security threats, and sensitive topics. It safeguards against AI misuse such as prompt injection attacks - where malicious inputs try to manipulate AI behavior - and biased or harmful content by applying configurable guardrails that can block or log problematic interactions before they reach end users. Now Assist Guardian works across native ServiceNow large language models as well as third-party LLMs, ensuring consistent enforcement of responsible AI principles including human centricity, transparency, and accountability. It primarily supports English and is especially valuable for highly regulated industries like finance, healthcare, legal, and government by helping reduce AI risk exposure and maintain compliance. Administrators can tailor the guardrails to their organizational needs, choosing to filter offensive language, prevent adversarial prompts, and manage sensitive topic handling, all while providing monitoring and analytics through an admin console for oversight and governance of AI usage within the ServiceNow platform. This feature launched in late 2024 as part of ServiceNow’s broader AI governance framework to enhance trust, safety, and reliability in enterprise AI-powered workflows.
Entry point to the official product documentation
Videos & Podcasts
2024-11-20 by ServiceNow Community
Building Trust in AI with ServiceNow's Now Assist Guardian
In this episode of TechBytes, AI Governance Product Manager at ServiceNow, Louis Philip Morin, discusses the critical aspects of trust in AI. The conversation delves into the challenges of creating AI experiences free from toxic and malicious language, highlighting the role of Now Assist Guardian in customizing user experiences. The episode explores the nuances of offensive language, prompt injections, and hallucinations in AI, emphasizing the importance of user control, transparency, and the ethical considerations in handling AI-generated content. Morin explains the importance of trust, user feedback, and the collaborative efforts between ServiceNow and its customers to ensure AI tools are effective and reliable.
2024-12-02 by ServiceNow Community
Introducing Now Assist Guardian
In this session we cover Now Assist Guardian, our newest feature delivering built-in guardrails for trustworthy AI. Launched in Q4 2024, Now Assist Guardian monitors and blocks offensive content and prompt injection attacks when using Now Assist generative AI products. It also covers sensitive topic handling in Now Assist for HR Service Delivery use cases where a generative AI response may not be appropriate. This session will speak to a high-level overview, with live-demos of the product and answers to Q&A.
