Install and activate Playbook generation
Refer to the installation instructions in the docs site (docs.servicenow.com) on how to install and configure Playbook generation.
Once installed and the skill activated in Now Assist Admin console, users will require the now.assist.creator role. Users with this role, as well as the appropriate playbook roles (docs.servicenow.com), have the Build with Now Assist option when creating a new Playbook
About Playbook generation
Playbook Generation enables creators to generate a workflow in Workflow Studio, from natural language or an image.
Key Benefits: Playbook Generation aims to empower anyone to jump in and start authoring playbooks, provide users with increased productivity, and provide faster time to value
Getting Started
System Requirements: Now Assist for Creator must be installed. Within Now Assist admin, there are 3 skills that will be a part of the Playbook Assist skill family. Open the Now Assist Features tab, then select the ‘Creator’ tab on the left. All of these skills will be inactive by default.
- Playbook generation
- Playbook generation with images (playbook generation must be ENABLED to enable this skill)
- Playbook recommendations
Basic Setup
Once the skill is activated, you will need to grant specific users with the now.assist.creator role as well as the appropriate playbook roles. More info about the playbook roles can be found on docs.servicenow.com
Accessing the Feature
Once the skill is activated and your user has the correct role, you can access the feature through Workflow Studio. Click on the new button, then select Playbook, to open the new playbook creation screen.
Best Practices for Prompting
Crafting Effective Prompts
Playbook generation works best with detailed instructions. Specify the stages and the individual steps within each stage.
Iterative Prompting
Update your now assist directions after viewing the preview, before saving and editing your playbook in the authoring experience.
Common Pitfalls
Avoid providing conflicting requirements. If uploading an image and supplementing text, ensure the image and/or text do not conflict with each other.
Avoid spelling mistakes as they affect the quality of the playbook generated by the LLM.
Model Strengths and Use Case
Strengths
Now Assist works best with prescriptive instructions.
- Specify all the stages that are required in your workflow.
- Include each activity that should take place within each stage.
- Include details around how stages or activities should be sequenced.
- Specify what should happen sequentially and what should happen in parallel with each other.
Playbook generation will take your Now Assist instructions (text and/or image), and first generate an outline to define sequencing of your playbook
- The outline will contain a set of placeholder activities with the sequencing based on your requirements
- After the outline is generated, Now Assist will go through and find the best matching common playbook activity based on the label and description of each placeholder.
Sample use case
Prompt: "Create a playbook for product returns that contains 3 stages: Request initiated, Preparation and shipping, and Processing closure."
- The playbook will begin with the request initiated stage, where the return request will first be reviewed. If eligible, a task should be created for an agent to review the request to gather any missing documentation, then the caller should receive an automated approval alert. If the return is not eligible, the caller should receive an automated rejection alert.
- For preparation and shipping, it will begin with two steps happening in parallel. A task should be created to prepare the product for return and a separate task should be created to print and attach the return label. Once both of those activities take place in parallel, then another task should be assigned to the caller to ship the package.
- In the last processing closure stage, the caller will receive a notification once the carrier takes responsibility for the package. Then the user should receive a notification once the manufacturer receives the product and in parallel, a task should be created for an agent to complete a product inspection. If the product checks out, a refund should be issued. If the product fails the inspection, there should be a task to reject the request, followed by another task to return the shipment to the caller.
Model Limitations
Accuracy
While the Now LLM is powerful, it may occasionally generate incorrect workflows. Specific requirements may be missed, so we encourage you to review.
Not a Replacement for Human Oversight
Users should always review and edit Now Assist-generated content.
Training Data
The Now LLM is a ServiceNow fine-tuned general purpose model. It is trained on ServiceNow best practices.
Now Assist input limitations
- Text input is limited to 2000 characters or less
- Image input is limited to 10mb or smaller
- Image file types include: PNG, JPEG, JPG, and WEBP
Language Support
Native language support for the following
- English
- German
- French
- Japanese
- Dutch
- French Canadian
- Spanish
- Brazilian Portuguese
- Italian
Any other language (not listed above) will be supported with Dynamic Translation.
Performance Across Languages
The native languages listed above will work best, but dynamic translation will enable the capability to be used with any language.
Error Handling and Troubleshooting
Common Expected Errors
- Inappropriate input
- Uninterpretable input
Reporting Issues
If you have a prompt that you expect to work or that is giving you unexpected results, please create a support case as soon as possible. Provide the prompt, your expected result, and the result you see.
Support and Resources
Training: Now Assist for Creator - Bootcamp
| Overview | Workflow Academy | Creator Toolbox |
Share your prompt tips below
If you've found other useful ways to leverage Playbook generation, let us know in the comments!
