General Q: What is AI Agent Advisor?AI Agent Advisor analyzes operational data in your instance to identify recurring patterns across records — each pattern representing a candidate process for automation. It prioritizes those opportunities by vo...
As of the Australia Patch 3 release + Now Assist in Virtual Agent v19.0 store app, we provide new configurations and table that allow you to configure and measure feedback (thumbs up/thumbs down), including text-based granular feedback, from your Vir...
This article is for customers upgrading to Yokohama Patch 6 and Zurich Patch 1 Today's enterprises are embracing AI to transform operations, but a "one-size-fits-all" strategy no longer works. Different departments have unique AI needs, from IT's a...
Voice AI is scaling. Can you see how it’s performing? More of your customers’ first conversations now happen with an voice AI - all without a human in the loop. That’s the promise of voice AI: instant, natural, always-on service at scale. However...
"How do I add AI capabilities to ServiceNow without building from scratch?" "My agents need help writing faster, but I don’t want to disrupt their workflow." If you are already using Now Assist licensing in ServiceNow, you may already have an AI a...
What is the Group Action Framework (GAF)? Group Action Framework is used as a framework to assist in building workflows that utilize insights derived from sets of related data such as incident and case records. It utilizes generative AI and machin...
Accelerating Agent Responses with Now Assist’s Activity Response Generation When customer service or IT tier agents face complex cases with dozens of updates, they spend valuable time scrolling through activity streams to understand the case hi...
Knowledge articles aren't just text. Ours had SharePoint links, intranet portals, Viva Engage pages, external docs — all embedded as raw <a href> tags in the article HTML. When we built the agent, we initially ignored them. Bad idea. Users were getti...
A Unified PhilosophyArtificial Intelligence today is both a promise and a challenge. Enterprises are experimenting with countless models, datasets, and AI systems across different teams, platforms, and vendors. While innovation is thriving, the absen...
Note: The following properties are available as of the Australia Patch 3 release (June 2026) Now Assist AI Agents does not charge for tokens, it charges for value in the form of assists. Here are properties you can use to manage and protect your as...
What are MCP Apps? MCP Apps are a feature of MCP Server Console that lets you attach a custom HTML interface to a tool. When a compatible MCP client calls that tool, instead of returning plain text, the client renders your HTML in an iframe along...
Overview Learn how to configure large language model (LLM) providers for Now Assist skills and AI Agents. This guide covers connection types—from ServiceNow managed models to bring-your-own solutions—with step-by-step configuration instructions and...
Use the File Upload tool for a situation where you want to feed additional documents, information, or context to your AI agent. The AI agent will leverage the uploaded file during runtime to help complete its assigned task or objective. It's import...
You can measure the assists consumption across your user's department via using Platform Analytics, breakdowns, and the department field on the User table. Note that the AI Admin Center provides analytics on the number of executions run by Department...
Generate Resolution Plan Agentic Workflow Overview: The “Generate Resolution Plan Agentic Workflow” streamlines the process of creating resolution plans for support tasks by leveraging multiple AI agents. Powered by Now Assist, the workflo...
For the latest features, please review our what's new guide for version 3.0.16! What is Now Assist Data Kit? Now Assist Data Kit is a new tool that is available as of the Xanadu Patch 3. It allows you to perform the following actions: Create, cura...
Now Assist · ITSM · CSM How to Fix the AI Case Sentiment Tag to Display Correctly in the Service Operations Workspace A fix for a common AI configuration challenge: getting the LLM-based CSM Case sentiment tag to render correctly when cases are...
Hey everyone, We're ServiceNow's Forward Deployed Engineering (FDE) team. We're a team of builders who've gained deep AI deployment expertise at tier 1 technology companies and research labs. We're certified experts on the ServiceNow AI Platform...
What is MCP Server Console? MCP Server Console is where ServiceNow administrators build and manage MCP servers: collections of tools that external AI agents and MCP clients can discover and call. Each server is a curated catalog of capabilities ...
What if every AI capability in ServiceNow was a citizen working together in a smart city? In this article, we'll take a tour through AI City, meet each of its citizens, understand what they do, what they are for, and explore a real-world example of h...
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