Now Assist in Portal Case Form: Setup & Enablement Guide

kasulavarshini
Giga Expert

6 hours ago

Now Assist in the Portal Case Form enhances the case creation experience by helping users find solutions before submitting a case. This reduces unnecessary case creation and improves efficiency for both customers and agents.

Powered by AI Search and generative AI within ServiceNow, it provides real-time suggestions such as:

  • Knowledge articles

  • Catalog items

  • Conversational Q&A

It also supports:

  • Auto-triaging

  • Guided troubleshooting

  • Intelligent recommendations

After submission, agents receive AI-generated summaries for faster resolution.

 

Prerequisites

Ensure the following before configuration:

  • Now Assist plugins are installed and active

  • AI Search is enabled in the instance

  • Required roles and permissions are assigned

  • For CSM portals, confirm that the “AI Search for Customer Portals” plugin is installed and active.

 

Enablement Guide

 

Step 1: Enable AI Search in Portal

  1. Navigate to:
    All > Service Portal > Portals

  2. Open your portal
    (e.g., Customer Support Portal for CSM)

  3. Enable:

    • Enable AI Search

  4. Configure:

    • Search Application → CSM Portal Default Search Application

    • Search Results Configuration → CSM Portal Search

  5. Click Update

                 kasulavarshini_0-1776601390491.png

 

Step 2: Activate AI Search Page Route

  1. Navigate to:
    All > Service Portal > Page Route Maps

  2. Activate:
    CSM AI Search Home Page route map (inactive by default)

Step 3: Record Producer Configuration (UI Setup)

The Record Producer is the entry point for case creation and must be configured to display Now Assist suggestions.

  1. Navigate to:
    All > Service Catalog > Catalog Definition > Record Producers

  2. Open your Case Record Producer
    (e.g., Create Case)

  3. Configure the AI Search Assist widget by creating the following variables:

i) AI Search Assist

  • Type: Custom

  • Question: AI Search Assist

  • Name: ai_search_assist

  • Widget: AI Search Genius Results

ii) AI Genius Results Options

  • Type: Custom

  • Question: AI Genius Results Options

  • Name: ai_genius_results_options

  • Default Value:

{"continue_button_label":"Continue with case creation","disable_attachments":"true"}

 

iii) Continue with Record Creation

  • Type: Yes/No

  • Question: Continue with Record Creation

  • Name: ai_genius_results_continue_with_record_creation

  • Hidden: True

  • Default Value: No

   

             kasulavarshini_1-1776601844652.png

 

Step 4: AI Search Assist Configuration

  1. Navigate to:
    All > AI Search > AI Search Assist > Record Producer Configuration

  2. Click New

  3. Configure:

  • Search Application: CSM Portal Default Search Application

            kasulavarshini_2-1776601978589.png

 

Record Producer Information Tab

  • Record Producer: Select Create Case

  • Search Variable: Select Short Description. This field is critical, as AI suggestions are triggered based on user input in this variable.

           kasulavarshini_3-1776601987602.png

 

Result

  • As users enter details in the Short Description, relevant suggestions are displayed

  • Users can:

    • View suggested solutions

    • Click Continue with case creation

    • Or avoid creating a case if a solution is found

  • The Submit button remains disabled until the user chooses to continue

      

              kasulavarshini_4-1776602169590.png

By combining AI Search with Record Producer configuration, Now Assist in the Portal Case Form enables smarter self-service and reduces case volume significantly within ServiceNow.

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