Now Assist go Live

[svani]

Hi All,

We are going live with Now Assist next week. We are not having complete idea  to create FAQ as per end-user questionaries'.Does anyone created FAQ for end-users for Now Assist questions includes like what if i did not get the proper answer, how to provide feedback.If anyone already launched it please help us out here for announcements and end user FAQ.

Thanks,

Svani 

[Vishal Jaswal]

Hello @svani 

Helpful links:
https://www.servicenow.com/community/now-assist-articles/now-assist-faqs/ta-p/2685122 
https://www.servicenow.com/community/developer-forum/how-to-setup-now-assist-q-amp-a-genius-results-... 
https://www.servicenow.com/community/virtual-agent-nlu-forum/how-to-build-faq-function-with-virtual-... 

As per the third link, it is advised to create FAQ Record in kb_template_faq which you can try and test in your non production instance.

Please share your results here so that we all can learn together.

Hope that helps!

[svani]

Hi @Vishal Jaswal , 

Thanks for the links, I have already read those docs, the question is not more about article creation, content on the article what type os questions should include in the article. 

All article shows FAQ as per the engineers like configuring what's the usage but end users will not be technical just we need to. Mention some general questions and answers about Now Assist. 

Thanks, 

Svani

Thanks, 

Vidyashree

[PaulSylo]

Hi @svani - Glad to hear you are going live. To Assist you better, which capability you are going live ? I assume form your conversation (for end users), then either you are on virtual agent or now assist for Search. Please clarify.

Moreover, if you it is for end user, i think FAQ may come like this,

How do i access <Now Assist> Solution ?

1. What kind of Questions can i ask <Now assist solution>
2. What if <Now assit> doesn't find the answer you are looking for ?
3. What is the next level of support?
4. What if i find inaccurate information in the search results
5. How to provide my feedback on my experience?
6. How can i reach right team if this fails or unable to return What i asked?

some rules usually followed for FAQ'

• Keep only direct questions
• Don't give more and elaborate answers 
• No Too many questions/ Repeated questions
• if no direct answer, direct them to mail you or keep mail id as contact 
• Keep updating this FAQ after going live with feedback you received.
• Keep a short Job guide incase required, publish a KB article or User video which helps for adoption

The above are few protocol and FAQ thing, i follow. you can try to customise this and take one for your fit!

[svani]

Hi @PaulSylo , 

Thanks for the assist. These questions are very helpful. 

Thanks, 

Svani