Custom templates in NowAssist Knowledge generation

[Maitrayee]

I would like to configure NowAssist Knowledge Generation functionality with use of certain Knowledge Base and Certain Templates. I am aware, I can configure the Knowledge Base however, not able to specify the template which can be used while creating a Knowledge Article via NowAssist. 

Any guidance will be really appreciated! 

[Rodrigo del Val]

Hello Rob,

We have followed all the documentation, and when we click the button from an Incident and the template form opens, the message to generate content with AI does not appear. Do you know what this could be related to? If you need screenshots, I can provide them.

[AB6857788058671]

Hi @rob_martoncik , 

Following the process works, however towards the end can you provide the process for getting the LLM output into correct custom template fields? 

Thanks! 

[SohamTipnis]

Hi @Maitrayee,

In ServiceNow with Now Assist for Knowledge Generation, you can configure which Knowledge Base is used for generating articles, but currently there isn’t a direct option to select or enforce a specific Knowledge Template in the Now Assist configuration.

The template is usually applied based on the Knowledge Base settings or the article creation process, not from the Now Assist setup itself.

A common workaround is to set a default template on the Knowledge Base, so whenever Now Assist generates a new article in that KB, the template gets applied automatically. Another option is to use a business rule or flow on the knowledge table to automatically set the required template when the article is created.

So in short, while you can control the Knowledge Base, the template has to be managed indirectly through the Knowledge Base configuration or automation.

You can refer to the below articles, as I managed to gather the answer:

https://www.servicenow.com/docs/r/employee-service-management/hr-service-delivery/case-knowledge-man...

https://www.servicenow.com/docs/r/servicenow-platform/now-assist-in-knowledge-management/Now-assist-...

If you find my answer useful, please mark it as Helpful and Correct. ‌‌‌‌‌‌‌😊

Regards,
Soham Tipnis
ServiceNow Developer ||  Technical Consultant
LinkedIn: www.linkedin.com/in/sohamtipnis10