How to identify Assist consumed for OOB Smart Response assist skill

Shri Sharmila S
Tera Contributor

10 hours ago

Hi,

I am testing the OOB Smart Response Now Assist skill for TPRM in a demo instance and would like to verify its assist consumption.After executing the skill, I checked sys_gen_ai_usage_log, but the usage record shows 0 assist consumption.Could you please help confirm whether this is expected behavior for an OOB skill? If assists should be consumed, please let me know where and how the consumption can be verified.

 

Thanks and Regards

Sharmila

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Dan_Junqueira
Kilo Guru

3 hours ago

Hi @Shri Sharmila S how are you?

The fact that Smart Response is an OOB Now Assist skill does not automatically mean it should consume zero assists. Consumption generally depends on the skill's configured assist ratio, successful execution, and the licensing/entitlement configuration.

Since you're testing in a demo instance, I would recommend checking the following:

  1. Usage Log: Navigate to sys_gen_ai_usage_log, filter by the Smart Response skill configuration and execution timestamp, and verify the execution status and Assists field.

  2. Consumption Calculation: Assist values may not always be calculated immediately. ServiceNow has a scheduled recalculation mechanism that can update usage records when the initial calculation fails. Check the record again after the next hourly calculation.

  3. Now Assist Analytics: Navigate to Now Assist Admin > Analytics > Usage and Adoption and check whether Smart Response executions are being recorded.

  4. Subscription Management: Navigate to Subscription Management > Account Level Entitlements > Now Assist Usage and check the skill-level breakdown, including action count, assist ratio, and total assists.

  5. Demo Instance: Verify whether the instance has the appropriate Now Assist entitlements and consumption reporting configuration. A zero value in a demo environment does not necessarily indicate that the skill is free of assist consumption.

If the execution completed successfully but the Assists field remains zero after recalculation, I would recommend raising a ServiceNow Support case to confirm the expected assist ratio specifically for TPRM Smart Response.

In short, zero assists should not be assumed to be expected simply because the skill is OOB. The configured consumption ratio and entitlement setup need to be verified.

Check this docs

https://www.servicenow.com/community/servicenow-ai-platform-blog/now-assist-analytics-frequently-ask...

https://www.servicenow.com/community/servicenow-otto-articles/best-practices-in-managing-ai-agents-s...?

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Thanks, and I hope this helps!

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