Hi @MaryG,

 

Thanks for replying so quickly. It looks like we were definitely on the right track with the Now Assist Skill Kit. I got a few follow-up questions if allowed.

 

1. Which OOTB NowAssist skill is actually responsible for displaying the "Write something about INC0001000" message, and should we clone to adjust. I believe in the past it used to be the KB Generation Skill in the ITSM and CSM section of NowAssist Admin, but right now it feels like its the Knowledge Content Recommendation Skill in the Platform > Knowledge Section. As much as we understand, the KB Generation skill gave us the old-style pop-up (which still works on UI16 without Knowledge Center). We tried looking for the Knowledge Content Recommendation skill in the Now Assist Skill Kit, but couldn't find it there, so we have no option to clone it. Basically the underlying question is: which skill should be clone to adjust the prompt according to our requirements?

 

2. How can we make make sure that our cloned skill is actually being used for Knowledge Article generation. I guess underneath all of the ServiceNow code you somewhere refer to the actual skill being used for processing the request. If we clone and deactivate the OOTB skill, how can we ensure that our cloned skill becomes leading? Where should we set this up in such a way that we do not impact any future upgrades too much? I've been looking through the UI builder, but at a certain point became stuck not being able to dig any further into where the actual skill is being called.

 

3. As for the translations, we will probably make use of a custom skill which we will call either from 1. a flow, or 2. by clicking a UI action on the knowledge article. This skill will create translated versions of the english knowledge article in all required languages, which should indeed go through the flow of approvals etc. I think this is all according to ServiceNow ideas (we will follow https://www.youtube.com/watch?v=-ZfxIRvJcSc/https://www.youtube.com/watch?v=KEK6PF1DX-I)

 

In general, I agree with your conclusion at the bottom of the reply. The Knowledge Center is definitely a nice feature in ServiceNow, but right now the NowAssist functionality for us is a bit too generic. We should of course be able to create custom skills, which allows for flexibility, but right now it's all a bit vague for us how to configure this. It would be of great help if we could get more insights in how to customize NowAssist for the Knowledge Center, perhaps by creating a demo video.

 

Thanks a lot in advance for your response!

 

William