Hi @MaryG ,

 

Thanks for your research! I've dug a little into your answers to verify whether they fix our current issues and found the following:

 

1. Which skill to clone

This customer is already on Australia patch 2 hotfix 1, and this still does not appear in NASK. I've tried repairing the plugin Now Assist for Knowledge Management, but the skill "Knowledge Drafting" is nowhere to be found. Furthermore, we also do not see this skill amongst the list of Skills in the NowAssist Admin. Are you sure this is the correct skill and this issue of not appearing is only related to Yokohama?

 

2. Ensuring your cloned skill is used and protecting against upgrades

I've looked into the script include you mention. I already checked this one before, it thought it was related to the non-ECE format of the Knowledge Center. Today I've overwritten the function generateArticleFields just to verify whether or not this was actually the case, and when disabling ECE, this function is actually being called, with ECE enabled, it is not. So I'm still somewhat searching for the place where the knowledge generation in ECE is performed, what skills are used, etc. By the way, in the code for KMNowAssistInProductUtilsSNC, if you dive a bit deeper, it becomes apparent that you are not allowed to use any custom templates this way for non-ECE. That block of code is commented out OOTB (function templateDecider in KnowledgeGenAIUtilsSNC).

 

3. Applying custom article templates to a custom skill (new question)

Our end-goal is to build a custom prompt and get everything to work with custom article template in ECE mode. We've tried following the approach as mentioned in the docs (https://www.servicenow.com/docs/r/servicenow-platform/now-assist-in-knowledge-management/Now-assist-...) for the non-ECE format, as this was the only skill we are able to set up at the moment. We've cloned the skill, and applied the OOTB "How To" template in the usage condition, just to verify if this works. What we found is that we are not receiving the pop-up to draft an article with NowAssist in the "How To" article, even though everything is set up according to the docs. I have not been able to find what's causing this, but it feels like a vital component to get this to work.

 

Interestingly, when I do enable ECE, the article generation seems to work OOTB for the "How To" template by using the "Write about INC0001000" content generation AI. As mentioned in question 1, I have no clue where this is happening, but it does seem to put everything in the correct places. When I create our own custom template it also works just fine after configuring the form to make use of the right formatters.

 

4. Set the default search source (new question)

Our customer only makes use of the CSM/FSM dispatcher workspace, and we've enabled Interoperable UX Routes to ensure that the required views from the SOW are utilized. We see that with ECE the search source defaults to "Incidents" where we would like it to be "Cases". More specifically, this customer makes use of Case Types, so if possible we'd even like to make use of a specific Case Type Source. Is it possible to do this? 1. Change the default search source? and 2. Create a search source for specific case types?

 

What we see happening now is that there is a lot of traction on this subject (NowAssist for Knowledge Management). We got another customer coming up that will also make use of NowAssist in ECE, with the project starting next week, and we'd love to gain more expertise on this subject. For our current customer we are also making use of the AI Starter Pack ramp-up with ServiceNow to quickly implement this. Would there be a possibility to set up a session together with an expert from your side to support us on this subject? I think there's still a lot of undocumented unknowns regarding the new NowAssist functionalities with Knowledge Center and ECE, which you all have more info on, and it could really speed up the process at our customers. You could contact me directly for this.

 

I'd love to hear from you!

 

Kind regards,

William