Using KB articles for Email recommendation skill

Gianluca7
Tera Contributor

‎05-25-2026 06:57 AM

Hi,

I am configuring Email recommendation skill for CSM and I started without using the relevant KB in input.

Is it possible to obtain efficient results without using KB?

At a second stage i want to add the relevant KB to improve my skill, how can i import the KB from PROD to DEV? How can i manage which relevant KB is selected into the singular case by the skill? View image attached.

Regards

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Tanushree Maiti
Tera Patron

‎05-25-2026 09:09 AM

Hi @Gianluca7 

 

Servicenow Documentation: Configure email recommendation 

 

Please refer: Now Assist for CSM - Email reply recommendations

Now Assist Email Recommendations will shock and amaze you

https://www.youtube.com/watch?v=0t2qk9WR5L0

Now Assist for CSM - Chat reply recommendations

 

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti
Generate email replies instantly | Now Assist for Customer Service Management
Generate email replies instantly | Now Assist for Customer Service Management
youtube.com/watch?v=0t2qk9WR5L0
Agents use Now Assist for CSM to instantly generate and refine personalized email replies based on case details and customer context. #servicenow #servicenowdemo # This video was recorded in the Zurich release. For more information, see: ServiceNow product documentation: ...
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