Now Assist Admin console

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 3 minutes to read
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    Summary of Now Assist Admin Console

    The Now Assist Admin console is designed for ServiceNow customers to facilitate the setup, configuration, and monitoring of Now Assist applications and features. It provides essential information and tools for leveraging generative AI capabilities on the ServiceNow AI Platform.

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    Key Features

    • Installation of Plugins: Access the Settings page to review and install relevant plugins that enable various generative AI skills tailored to your business needs.
    • Now Assist Panel: Optionally enable the Now Assist panel to integrate skills into the Next Experience UI, allowing agents to access them from anywhere within the ServiceNow environment.
    • Skill Activation: Explore and activate specific skills from the Now Assist Admin Features page. Skills may require configuration for customization, including setting inputs and triggers.
    • Account Settings Review: Use the Settings page to manage language support and check plugin availability and data sharing status.
    • Performance Monitoring: Monitor skill performance through metrics on the Overview page, identifying active skills and potential issues that require attention.

    Key Outcomes

    By utilizing the Now Assist Admin console, customers can effectively implement and manage generative AI features, ensuring that skills are tailored to their operational needs. This console provides a comprehensive checklist guiding users through the activation and analysis of Now Assist skills, enhancing overall efficiency and performance within their ServiceNow instance.

    The Now Assist Admin console provides you with quick and effortless access to the important information that you need to set up, configure, and monitor Now Assist applications and features.

    Now Assist Admin overview

    Begin your exploration of the Now Assist features and skills in the Now Assist Admin console. This console contains everything that you need to install, configure, and learn about the different generative AI features on the ServiceNow AI Platform.

    The following example shows the Now Assist Admin Overview page.

    Figure 1. Now Assist Admin Overview page
    Now Assist Admin overview panel.

    Now Assist Admin workflow

    Take five steps to begin using the Now Assist Admin console.

    1. Install plugins.

    On the Available for you tab of the Settings page, you can review the available plugins and install the ones that are relevant to your business needs. Each plugin contains the skills that you can activate to enable generative AI features on your instance. The following diagram shows the Available for you tab.

    Figure 2. Available for you tab on the Now Assist Admin Settings > Plugins page
    Available plugins are displayed in the Settings page.
    2. (Optional) Turn on the Now Assist panel.

    The Now Assist panel integrates the Now Assist skills into the Next Experience UI. By turning on the Now Assist panel directly from the Now Assist Admin console, you enable agents to access skills from anywhere on the ServiceNow AI Platform.

    For more information about the Now Assist panel, see Now Assist panel overview.

    This step is optional because the skills can also display in-product in the Core UI and in Workspaces.

    3. Activate skills.

    Skills are features that are created for a specific use case in a Now Assist application. Use the Now Assist Admin Features page to explore the skills that are available with your installed plugins. By selecting the View details button, you can see more information about each skill. The following diagram shows the available features and skills in the Technology workflow.

    Figure 3. Available Now Assist features and skills in the Technology workflow
    In the Technology workflow, features are available for chat and incidents. For chat, the chat summarization skill is available. For incidents, incident summarization and resolution notes generation skills are available.

    After deciding which skills best fit your business needs, you can activate them from the console. Some skills require configuration so that you can customize the skill to your needs, such as determining the skill inputs and triggers. You can select the skills that you want to configure in the Now Assist Admin Features page.

    The following example shows a step in the guided setup of the skill activation process, which is choosing where to display the skill. Skills can be displayed in-product, including the Core UI and Workspaces, or in the Now Assist panel. You can choose either or both locations. The following diagram shows the process for chat summarization activation in Now Assist Admin.

    Figure 4. Chat summarization activation in Now Assist Admin
    Step in the skill activation process: Choosing where to display the skill. You can specify either in-product, the Now Assist panel, or both locations.
    4. Review your Now Assist account settings.

    The Now Assist Admin console Settings page enables you to set up language support, if you have Dynamic Translation enabled on your instance, and review your account details. Get up-to-date information about what plugins are available to you and the status of data sharing on your instance.

    Figure 5. Now Assist Admin console account settings
    Settings page on the Account tab with license details that show the Now Assist panel and Now Assist skills included in the license and that data sharing is currently on.
    5. Monitor and analyze skill performance.

    Use the metrics available on the Overview page to review the summaries, performance information, and issues that need your attention. The following example shows the current plugin status, as well as the number of active skills.

    Figure 6. Plugin and Skills status on the Now Assist Admin Overview page
    Plugin status shows that three plugins are installed, and three plugins are not installed. The Skills status shows that twelve skills are active, and one skill is inactive.

    The Now Assist Admin console contains the Now Assist journey checklist with additional instructions for implementing Now Assist on your instance.

    Figure 7. Now Assist journey checklist

    You can consult the following checklist from the Now Assist Admin console Overview page at any time to guide your implementation of Now Assist applications, features, and skills.

    The Now Assist Journey checklist shows the Now Assist admin journey that was described in the five step workflow of this topic.

    Learn more about the Now Assist journey