From Development to Production: Ask ServiceNow's AI Experts Anything

[ryanyong]

Hey everyone, I'm Ryan, an engineer on ServiceNow's Forward Deployed Engineering team. We're a team of experts and 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, with direct access to Product and the ServiceNow C-suite.

What we do
We partner directly with customers facing the most complex challenges to co-innovate agentic AI use cases and ship them to production on the ServiceNow AI Platform.

Why this thread
If you're a ServiceNow customer sitting on AI entitlement you haven't fully put to work, this is your chance to ask the Forward Deployed Engineers building these solutions in the field. Bring your hardest questions about moving from unused credits to AI running in production, and getting the most value out of your existing ServiceNow investment.

Ask us anything. We are the subject matter experts, and we will get you an answer.

We'll be answering live from August 3rd to 7th. Post your question anytime between now and 8/7, upvote the ones you want answered first.

[johlee]

On behalf of a few customers - 

What are the best practices for exposing NAVA on an external website as a customer-facing self-service chatbot? How should we think about structuring our knowledge and permissions? 

Use case: we have NAVA set up to answer questions for internal employees using our internal knowledge base. We want to expose NAVA via. API to our external help website so that our customers can get their questions automatically. 

[Maulik176]

I'm a ServiceNow developer focused on custom app development and PS implementations (client scripts, business rules, Flow Designer, UI Builder, Service Portal) rather than core ITSM/CMDB. As orgs move from unused AI entitlements to production agentic AI, where does a custom-app developer plug into that journey — are you seeing FDE engagements pull in developers like me to build agent tools/actions on top of existing custom apps, or is that work handled separately from custom app dev? And from a skills standpoint, what's the fastest path to being useful on an agentic AI deployment?

[Sanjay Bagri1]

Hello @ryanyong,

Please let us know why customers are not using now assist and agentic AI in real time.

Folks are continuously learning these skills but haven't got chance to implement in real world.

I think ServiceNow is not promoting the real time use cases of the above topic. there is a lack of confidence to utilities Now assist and AI agentic.

Let us know how we can utilities our knowledge of above technology.

Thank you for this open forum.

[rneville]

We have just implemented ServiceNow CSM and ITSM and would like to know the best steps to start using Agentic AI within the platform. Where should we start?

[ChristinaLy]

CSM Now Assist Skill  'Suggested Steps' - won't work if you have encrypted fields, the clustering fails. How can we can we get this skill to work when you have encrypted fields (short description & description). Thanks