Hi all,I’m currently working on a requirement to introduce agentic AI-driven quality monitoring for outbound emails sent from cases in ServiceNow, and I’d appreciate some guidance on the best approach.We want the system to automatically scan outbound...
Hi everyone,I'm planning to implement a reporting feature that provides an overview of feedback given to individual skills—both out-of-the-box (OOTB) and custom ones. For example, the "case summarization" skill offers built-in thumbs up/thumbs down e...
I have enabled the Offensiveness and Prompt Injection guardian in Now Assist Guardian for ITSM. The guardian are working correctly during incident summary generation when the incident is created by me. If offensive content is added to the incident de...
how can I reach a complete coverage of questions asked?
We have purchased and installed the Now Assist for ITSM plugin but we would like to enable the NowAssist capabilities only to specific users and not to the entire ITIL role population. how to do it on a systems level and not skill by skill.
Hello all,We have had the core basic Now Assist activated for a couple of weeks, generally just using the incident summarization, email generation etc features. We noticed that starting yesterday our daily assists doubled directly related to this ski...
Hi Team,I'm currently working on a Virtual Agent requirement where I need to implement a multi-level fallback experience when the bot is unable to answer a user's question.EnvironmentWe have two Service Portals:IT4U PortalHR4U PortalEach portal has i...
How to embed a survey in ServiceNow after closing a task/ticket as closed complete?
We have enabled the Email Predictive Text Assistance platform skill and completed the required configuration. However, we haven’t been able to find any documentation that explains how the skill works or how it can be tested.Could anyone share any doc...
I am trying to allow our users with the business_stakeholder role to be able to read records on the Project Stakeholder table, pm_m2m_project_stakeholder. I found the table's read ACL but modifying it has not worked. Thanks!
We’re working on a requirement where we need to retrieve the Now Assist Genius response within a Flow Designer flow. We tried using the AI Search action, but it returns a raw JSON payload instead of the formatted Genius response. We also attempted to...
When any skill is being activated, if we turn on an update set For ex: Lets say we are cloning or updating small configuration in the guided setup of the Incident Summarization skill , we are seeing that updates are capturing in Three Applications (I...
Hi Community,In Employee center portal where Now Assist is enabled and Genius result is included, there is a hyperlink "Ask a Follow up" which when clicked will open the Virtual Agent BotIt was initially a hyperlink but now it has been changed to a U...
Hi, We have a demo instance at the organizational level. When I try to get the Now Assist plugin, I am redirected to the ServiceNow Store portal. Logging into the Store shows that it is not accessible. The same issue occurs when trying to access the ...
Hello experts, What is the best way to make the Create Knowledge button available for Incident records in the CSM/FSM Configurable Workspace? Out of the box, the Create Knowledge action is available in the Service Operations Workspace, but it is not...
