Activate a Now Assist skill

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read

    • Configure the triggers, settings, and display locations for Now Assist skills to enable generative AI capabilities across the ServiceNow AI Platform.

    Before you begin

    Role required: admin

    About this task

    After the skills have been turned on, they’re accessible across the ServiceNow AI Platform or on the Now Assist panel. These skills empower your agents to resolve cases more efficiently with record or chat summarization or resolution note generation. Turn on the skills that are most relevant to your use cases and business needs.

    Procedure

    1. Navigate to All > Now Assist Admin Console > Features.
      If you’re already in the Now Assist Admin console, select the Now Assist Features tab.
    2. On the navigation panel, select a workflow, such as Technology.

      Each workflow contains feature sets.

    3. On the feature card that is associated with the skill you'd like to activate, select View details.
    4. In the All available skills section, select Activate Skill.
    5. In the first step of the skill configuration, determine which inputs or triggers that you want to associate with the skill.

      Each skill configuration has steps that are shown in the guided setup. The exact steps vary from skill to skill. A symbol next to each step indicates whether the step is completed, partially completed, or not completed. After configuring a step, select Save and continue to go to the next step. Return to a previous step by selecting Back.

      First step of the Now Assist incident summarization skill, which shows the input fields that the summary is based on.

      Note:
      Some configuration options are read only.
    6. After you've configured the current step, select Save and continue to go to the next step.
    7. Optional: For some skills, the next step is to define the availability.
      You can select Skill is always available if you do not want to place any restrictions on when the skill is available for use. If you want to add conditions, select Customize skill availability. Selecting this option opens up a condition builder for you to select fields and values that determines whether someone can use the skill.

      Case summarization Define Availability step with customize skill availability selected and the Location field value set to 111w 18th Street, Plano,TX as a required condition.

    8. In the next step of the skill configuration, select where you'd like to display the skill.
      You can select both in-product, Now Assist panel, or both.
      • In-product: When selected, Now Assist skills are displayed on forms and workspaces.

        For the skills that appear in-product, select the down arrow to identify the roles that can use the skill.

      • Now Assist panel: When selected, Now Assist skills are available in the Now Assist panel. If you don't see this option, you must activate the Now Assist panel. For more information, see Turn on the Now Assist panel.

        For the skills that appear in the Now Assist panel, select the down arrow to identify the roles that can use the skill.

      Roles can be added by entering the name of the role in the User roles field. Existing roles can be removed by selecting the X icon in the role bubble. You must have at least one role specified, but you can add as many as you like.

      Select display step of the Now Assist incident summarization skill configuration prompts you to define where the skill is displayed, either in-product, in the Now Assist panel, or both.

    9. Review your choices and select Activate to complete the configuration.

    What to do next

    Use the Now Assist applications and skills that you've activated: