Hey hi @Guilherme B ,
Very recently, i am getting to the depth of how this license works for Now Assist, from that experience i can share my thoughts. May be you need to discuss this point reference to your ServiceNow Account Executives as well.
1. Can only those 25 users actually access and use GenAI-powered features (like Search Q&A and AI Agents in Virtual Agent)? My Answer will be Yes, as per the documentation, The AI Starter Pack for CSM ( same as ITSM, thought the below is on ITSM Pro) is scoped to 25 Fulfiller Users. This means only those specifically licensed users can directly utilize the GenAI features like Search Q&A and AI Agents in Virtual Agent.
2.What happens if other Fulfiller Users (among the 160 total) or external Requesters trigger AI features – are they blocked, or do they still consume Assists but violate the license terms?
If unlicensed users attempt to use these features, they will likely be blocked or encounter an error message indicating insufficient permissions or you may not able to see the feature (near Hallucination). The system should enforce the license limitation.
3.Is there any configuration or recommended governance method to ensure only 25 named Fulfillers access the Now Assist features? I see Role Management is good option to start. May be you can create a specific role (e.g., GenAI_Pilot_CSM_USER roles) and assign it only to the 25 licensed Fulfiller Users. Then, ensure the AI features are tied to this role , just like below screenshot ,
You also, setup some guidelines and process for managing licenses to allow only authorization
4. Are features like Virtual Agent Topics powered by GenAI restricted by role/license validation at runtime?
Yes, the system performs runtime validation to ensure the user has the necessary permissions based on their roles and licenses.
the above are given as per my experience for ITSM pro, i hope this is same way works for CSM pro as well .
Hey hi @Guilherme B ,
Very recently, i am getting to the depth of how this license works for Now Assist, from that experience i can share my thoughts. May be you need to discuss this point reference to your ServiceNow Account Executives as well.
1. Can only those 25 users actually access and use GenAI-powered features (like Search Q&A and AI Agents in Virtual Agent)? My Answer will be Yes, as per the documentation, The AI Starter Pack for CSM ( same as ITSM, thought the below is on ITSM Pro) is scoped to 25 Fulfiller Users. This means only those specifically licensed users can directly utilize the GenAI features like Search Q&A and AI Agents in Virtual Agent.
2.What happens if other Fulfiller Users (among the 160 total) or external Requesters trigger AI features – are they blocked, or do they still consume Assists but violate the license terms?
If unlicensed users attempt to use these features, they will likely be blocked or encounter an error message indicating insufficient permissions or you may not able to see the feature (near Hallucination). The system should enforce the license limitation.
3.Is there any configuration or recommended governance method to ensure only 25 named Fulfillers access the Now Assist features? I see Role Management is good option to start. May be you can create a specific role (e.g., GenAI_Pilot_CSM_USER roles) and assign it only to the 25 licensed Fulfiller Users. Then, ensure the AI features are tied to this role , just like below screenshot ,
You also, setup some guidelines and process for managing licenses to allow only authorization
4. Are features like Virtual Agent Topics powered by GenAI restricted by role/license validation at runtime?
Yes, the system performs runtime validation to ensure the user has the necessary permissions based on their roles and licenses.
the above are given as per my experience for ITSM pro, i hope this is same way works for CSM pro as well .
