As an agent or knowledge writer, quickly generate knowledge articles from resolved and closed incidents within the Service Operations Workspace for ITSM and classic environment with Now Assist.

Before you begin

To generate a knowledge article for an incident, the incident must be in the resolved or closed state, and not have an existing knowledge article associated with it.

Install the following applications and plugins before configuring the Knowledge Generation skill.
  • For knowledge management, you must install and update the following store apps to the indicated version:
    • Now Assist in Knowledge Management [app-knowledge-gen-ai] (25.2.4)

      (com.sn.km.gen.ai, sn_km_gen_ai)

    • Knowledge Capabilities in UI Builder [app-knowledge-uib] (25.5.4)

      (com.snc.uib.knowledge, sn_km_uib)

  • For ITSM Service Operations Workspace, you must install and update the following plugins to the version that is listed in the following table.
    Plugin ID Version number
    sn_sow_itsm_cont 5.0+
    sn_itsm_gen_ai 4.0+
    app-sow 5.0+
    app-sow-record 5.0+
    app-sow-itsm-common 5.0+
    app-sow-incident 5.0+
    app-sow-interaction 5.0+
  • So that ITSM Service Operations Workspace can use the Knowledge Centered Services (KCS) template (Incident-KCS article - HTML), you must install the KCS Integration for Incident Management plugin. Otherwise, Now Assist uses the Standard article.
To enable an agent to see the Now Assist experience on the Create Article page, you should configure the following knowledge base generation criteria:
  • Install the knowledge skills. For more information, see Configure Now Assist for IT Service Management (ITSM).
  • In the Now Assist Admin console, ensure that the following criteria are in place:
    • Specify the table record and input fields.
    • Specify the conditions for the skill availability from the list of attributes.
    • Specify that the knowledge base generation feature for the In-product or Now Assist panel is displayed.

  • Configure the Create Article to apply the supported template, Incident-KCS article - HTML, or Standard article.

  • Currently, only the Create Article experience is available.

Role required: agent

About this task

In the Service Operations Workspace for ITSM and classic environment, you can generate the knowledge article information for an incident by selecting Create Knowledge on the incident record. This UI action displays the Use Al to draft this article modal. By using this modal, you can choose to write the article yourself or draft an article and then you can review and edit the knowledge article text.

Procedure

  1. Navigate to Workspaces > Service Operations Workspace.
  2. Open an incident that is assigned to you.
    In the incident record, resolve and close the incident.
  3. Create the article by selecting the Create knowledge option from the UI action drop-down menu in the incident.
    Now Assist in ITSM knowledge article option.
    Note: The Create Knowledge UI action is only visible when an incident doesn't have an existing knowledge article associated with it.
  4. In the Create article modal, select a Knowledge Base and an Article template, if displayed.

    The KCS template (Incident-KCS article - HTML) is used to generate the article only if the KCS plugin is installed. If the plugin isn’t installed, the article is generated by using the Standard article.

    The Knowledge Base is selected based on your administrator's configuration in the Now Assist Admin console.

  5. Select Create article.
  6. In the Use AI to draft this article? modal, choose to write the article yourself, or draft an article with Now Assist.
    Now Assist in ITSM knowledge article choice modal.
    The article appears in a new tab with a unique ID number for the knowledge article and is attached to the parent record.
  7. Review the article and edit it if necessary.
    Now Assist in ITSM knowledge article.
  8. Select Save or Publish.

    The Now Assist success message disappears indicating that it’s no longer a Now Assist generated article.

    If Now LLM Service fails to generate a result, you see an error message.

    When creating an article using Now Assist, the process once triggered can’t be stopped. Now Assist continues to generate the article even if you close the dialog box.