On January 20, 2026, the Platform Fundamentals Academy, alongside Rahul Mathur from Platform Core Experiences, hosted an insightful session focused on ServiceNow Smart Docs and AI‑driven document workflows. If you’ve ever spent too much time digging through long documents or wished your content could talk back, this session is for you. The recording is packed with practical demos, roadmap insights, and a glimpse into how AI is reshaping how teams interact with documents in ServiceNow.
✨ What Was Covered
🔹 Introducing Smart Docs
Smart Docs is a new ServiceNow capability that transforms traditional, static documents into interactive, AI‑powered assets. Users can instantly generate summaries and ask natural‑language questions directly within the platform—no context switching required.
🔹 Faster Insights, Less Cognitive Overload
Through live demonstrations, we showed how Smart Docs enables users to quickly create executive summaries and get precise answers from lengthy documents, helping teams move faster and make better decisions.
🔹 Doc to Voice: A New Way to Engage
The session unveiled Doc to Voice, a hands‑free experience that lets users listen to document summaries and ask questions with their voice. This feature enhances accessibility, improves retention, and supports more flexible ways of working.
🔹 Technical Capabilities & Coverage
Attendees learned about Smart Docs technical details, including supported file sizes and formats, broad workspace availability, and support for regulated environments such as FedRAMP.
🔹 Seamless Integrations
Smart Docs integrates with tools teams already use, including OneDrive, SharePoint, and Google Drive, with additional connectors planned.
🔹 Get Involved
The session wrapped up with an invitation to join the Innovation Lab, offering early access to new capabilities and a chance to shape what’s next. Interested in trying it out?
Release: Q4’25 (Innovation Lab)
How to access: Sign up through QR code & contact your Account Team
Dependencies: Requires Now Assist for Platform
Pricing: Free for Innovation Lab participants
🎥 Why You Should Watch the Recording
Whether you’re exploring AI in ServiceNow, looking to improve knowledge workflows, or curious about what’s next for document intelligence, this session delivers practical value and forward‑looking insights. The demos alone are worth the watch—and the roadmap will leave you excited about what’s coming.
👉 Watch the recording and see how Smart Docs can help turn information overload into actionable insight.
SmartDocs FAQ
General Functionality
- What is SmartDocs?
- SmartDocs is a ServiceNow capability that enables document summarization and Q&A directly within the platform, making documents interactive and actionable.
- What types of documents are supported?
- SmartDocs supports most document formats, including PDF (even password-protected), Word, and Excel files. Passwords for protected PDFs can be entered in the viewer to unlock them.
- Is SmartDocs available for all workspaces?
- Yes, SmartDocs is a platform skill and can be enabled in any workspace, not just Service Operations Workspace.
- Is SmartDocs available for FedRAMP environments?
- Yes, SmartDocs is available for FedRAMP environments.
- Is SmartDocs available for on-premises instances?
- Not at this time.
Features
- What are the main features of SmartDocs?
- SmartDocs offers document summarization and natural language Q&A. Citation support is planned for future releases.
- Does SmartDocs read and describe images?
- Yes, SmartDocs can read images and reference visualizations in its summaries.
- Can SmartDocs reference specific document elements?
- Currently, SmartDocs does not cite specific references in Q&A, but this is planned. For images, it can scroll to the relevant section.
- Does SmartDocs support translation or multiple languages?
- Presently, only English input and output are supported. Multi-language support is planned for the future.
Usage & Configuration
- How do I enable SmartDocs?
- To enable SmartDocs, install Now Assist for Platform and Document Management, activate the SmartDoc skill in the admin panel, and set the relevant system property.
- What are the file and page limits for SmartDocs?
- SmartDocs supports documents up to 10 MB and 200 pages each.
- Does SmartDocs consume Now Assist credits?
- Yes, each summary or Q&A interaction uses 25 assists.
- Can SmartDocs be used in the Now Assist panel?
- Yes, SmartDocs can be enabled as a standalone feature within the Now Assist panel.
- Does SmartDocs require a Workload Data Fabric subscription?
- No, only Now Assist for Platform is required.
Security & Privacy
- Is SmartDocs PII-aware?
- This feature is under review, and configuration options may be available in the future.
Integration
- Can SmartDocs connect to OneDrive, SharePoint, or Google Drive?
- Yes, SmartDocs can connect to these services, but not to Confluence at this time.
Doc to Voice
General Functionality
- What is Doc to Voice?
- Doc to Voice (Doctor Voice) is a ServiceNow feature that enables real-time, voice-driven interaction with documents. Users can listen to documents, ask questions, and navigate content using voice commands.
- Is Doc to Voice just a read-aloud tool?
- No, Doc to Voice supports interactive, real-time voice conversations with documents, not just audio summaries.
Features
- Can Doc to Voice interpret charts and images?
- Yes, Doc to Voice can read and interpret simple bar and line charts.
- Is there translation or multi-language support?
- Currently, only English is supported. Multi-language support is planned for future releases.
Usage & Configuration
- How do I enable Doc to Voice?
- You will need Now Assist for Platform, activation of the Doc to Voice skill, and a Gemini key for the Innovation Lab release.
- Is Doc to Voice available for all document types?
- Doc to Voice is available for PDFs and Word files attached to records or knowledge articles.
- Does Doc to Voice require an additional license?
- Doc to Voice requires Pro Plus customer status and Now Assist for Platform.
- Is Doc to Voice available for on-premises instances?
- Not at this time.
Security & Privacy
- Is Doc to Voice PII-aware?
- This feature is under review, with updates to be provided in the future.
Other Common Questions
- Can SmartDocs or Doc to Voice generate knowledge base articles from ticket resolutions?
- No, this is not currently within the scope of SmartDocs or Doc to Voice.
- Are there plans for multi-document Q&A or document recommendations?
- Yes, these are high-priority requests and may be included in future releases.
Prior Platform Fundamentals Academy Sessions by Year
Click on the year below for all Platform Fundamentals Academy sessions held that year.
| 2025 | 2024 | 2023 | 2022 | 2021
Stay tuned for more insights and upcoming events to enhance your ServiceNow platform expertise! 🚀
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