Creating knowledge from an incident with NowAssist

[NatsukiO]

When creating knowledge from an incident with Now Assist, can you give instructions at the prompts like in general GEN AI to create your ideal knowledge?

Also, can I adjust the Now Assist G&A search results? For example, bullet points. .

[Vickie Runyon · Accepted solution]

When using Now Assist to generate a KB article, only the standard templates (OOTB) are available. There is a future expectation that Now Assist will support custom templates, but an unknown timeframe for that feature. If you choose a custom template in the Now Assist workflow, the AI features will not be presented.

[PaulSylo]

HI @NatsukiO san - 

at present, there is not a publicly documented list of specific text-based prompts you directly input into NowAssist when creating knowledge from an incident, unlike a general Q&A interface.
Instead, NowAssist uses the details of the incident record itself (description, work notes, etc.) as its primary input to generate a draft knowledge article. You try to work on the the output by:
* changing the and Reviewing and editing an degenerating the content of the AI-generated draft to refine the content and formatting (like using bullet points).
For controlling how information is displayed in search results (like bullet points), focus on the configuration settings within ServiceNow Knowledge Management and the structure of the knowledge articles themselves.

[NatsukiO]

@PaulSylo san
Can the Q&A Genius Results level of responses (very concise, as detailed as possible) be distinguished by user attributes (for example, factory work, laboratory work, etc.)?

[PaulSylo]

Create a facets, and filter this using these attributes. how to create Facets in Q&A search - https://www.servicenow.com/docs/bundle/yokohama-platform-administration/page/administer/ai-search/ta...

Below is the facet - you can use your attribute, so you can filter it 

[NatsukiO]

@PaulSylo san

Can I customize knowledge articles with Article Templates?