Using Now Assist for IT Service Management (ITSM)

If you have the itil role, you can summarize the chat interactions with a requester, summarize an incident, and generate resolution notes by using the Now Assist for IT Service Management (ITSM) application. You can also understand the chat and incident context and propose resolutions more quickly to the requester.

• Summarize a chat conversation by using Now Assist for IT Service Management (ITSM)
  Summarize the Virtual Agent chat conversation between a live agent and a requester in Service Operations Workspace for ITSM. You can generate the summary by using the chat summarization skill in Now Assist for IT Service Management (ITSM).
• Summarize an incident by using Now Assist for IT Service Management (ITSM)
  Quickly understand the incident context and respond to a requester’s inquiries by using the incident summarization skill in the Now Assist for IT Service Management (ITSM) application.
• Generate the resolution notes for an incident by using Now Assist for IT Service Management (ITSM)
  Automatically update the resolution notes for an incident. You can improve the quality of the resolution notes by providing a summary of the steps taken to resolve the issue. By generating the resolution notes, you can provide information about the incident resolution to other agents who might encounter similar issues.
• Generate a knowledge article from the Service Operations Workspace for ITSM and classic environment with Now Assist
  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.
• Summarize an incident when reassigning it by using Now Assist for IT Service Management (ITSM)
  Provide information about the incident when assigning it to another agent or assignment group by summarizing all actions until hand off. For example, an agent can summarize an incident when reassigning it to another agent if the incident is incorrectly assigned or needs troubleshooting by another agent or assignment group.
• Request the generative AI capabilities in ITSM by using the Now Assist panel
  Use the Now Assist panel to request the contextual generative AI capabilities in ITSM such as a chat summary, incident summary, or incident resolution notes in a conversational manner. These capabilities provide you with a quick resolution to issues.