Agent Workspace with now assist

amit_kishore · 3 weeks ago

Hi All,

We have a requirement from one of the customers that we need to enable the Now assist with Agent workspace for ITSM. Wondering if anyone can help to guide on the technical steps to configure the same

regards,

Amit

Dr Atul G- LNG · 3 weeks ago

Hi @amit_kishore

I believe Now Assist works with SOW, not with Agent Workspace

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1002828

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************

Bhuvan · 3 weeks ago

@amit_kishore

Refer Now Assist YouTube playlist for activation, configuration and usage in various workspaces

https://www.youtube.com/watch?v=EowWsoAf4wM&list=PLCOmiTb5WX3oKK9uycEXYNb-D-DECvD-8&ab_channel=Servi...

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

rpriyadarshy · 3 weeks ago

Hi Amit

ITSM Agent workspace is now Legacy now - Refer DOCS snippet.

Now Its SOW - Service Operations Workspace. You can use Now Assist Features there.

Here are the detailed steps:

Install Now Assist Plugins:
Use the Now Assist Admin Console to install the necessary Now Assist plugins and activate the applications you are entitled to.
Activate the Now Assist Panel:
In the Admin Console, turn on the Now Assist panel. This enables agents to interact with Now Assist within their Workspaces.
Configure and Activate Now Assist Skills:
Access Skills: Within the Admin Console, navigate to configure your skills.

Copy Default Skills: Make a copy of the out-of-the-box skills (e.g., incident summarization, chat summarization) that you want to customize.

Edit and Tailor: Modify these copied skills to fit your organization's specific use cases. For example, you might adjust which roles have access to the skill or where it is displayed.

Activate the Copy: Activate your newly configured skill copy. This will typically deactivate the original out-of-the-box version, as seen in the incident summarization example.
Verify in Service Operations Workspace:
Once skills are activated, they become available in the Now Assist panel within the Service Operations Workspace. Agents can then interact with these features to enhance their workflow.

Once Activated and Configured it will start coming up.

SS is referring to 2 of the Now Assist Skills for Incident Management. Steps are Simple Configuration from Now Assist Admin console .

Hope This Helps.
Regards
RP

amit_kishore · 3 weeks ago

hi RP,

We know the Agent workspace is legacy though our customer is still using the same and wanted to get it configured the same Agent workspace rather than SoW. can you please let us know the steps from implementation standpoints.

Regards,

Amit