Using Now Assist in Knowledge Management

Washington DC ServiceNow AI Platform Capabilities

Release

washingtondc

ft:locale

en-US

ft:publication_title

Washington DC ServiceNow AI Platform Capabilities

ft:clusterId

platcap

bundleId

platcap

workflow

Platform

Using Now Assist in Knowledge Management

Release version: Washingtondc

Updated March 11, 2024

1 minute to read

Now Assist in Knowledge Management enhances the agent experience by using artificial intelligence (AI) to generate a new knowledge article based on the resolution provided to a case or an incident.

Generating knowledge articles

You can generate knowledge articles in Now Assist for Customer Service Management (CSM), Now Assist for IT Service Management (ITSM), and Now Assist for HR Service Delivery (HRSD) in several ways:

To generate knowledge articles based on cases in CSM Configurable Workspace, see Generate a knowledge article from the CSM Configurable Workspace and classic environment with Now Assist.
To generate knowledge articles based on incidents in Service Operations Workspace for ITSM, see Generate a knowledge article from the Service Operations Workspace for ITSM and classic environment with Now Assist.
To generate knowledge articles based on cases in Agent Workspace for HR Case Management, see Generate a knowledge article from Now Assist for HR Service Delivery (HRSD).
To generate knowledge articles based on cases or incidents from the Now Assist panel, see Generate a Knowledge article from the Now Assist panel.
To generate knowledge articles based on cases or incidents in the classic environment, see Generate a Knowledge article from the classic environment with Now Assist.