Hi @namanajain ,
Based on my understanding, if you have Now Assist for ITSM and Now Assist in Virtual Agent, but do not have Now Assist for HRSD, then AI-generated responses for HR Knowledge content would generally not be covered under the ITSM entitlement. HR-specific generative AI capabilities, including knowledge-based responses and self-service experiences, are typically part of the Now Assist for HRSD offering.
So, if a user searches for an HR Knowledge article through Virtual Agent:
The user may still be able to find and access the HR Knowledge article if they have the necessary permissions.
However, Now Assist is not expected to generate an AI-powered summary or answer from HR content using only the ITSM license. Those capabilities are generally tied to the HRSD-specific Now Assist license.
That said, licensing and entitlement behavior can vary slightly by ServiceNow release, so it's always a good idea to verify against your instance entitlements or with your ServiceNow account team.
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Kind Regards,
Pavani P
