Use conversational search for technician support

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Ask natural language questions and get answers from the Knowledge Base, including related steps and guidance, from the ServiceNow Agent app.

    Before you begin

    Role required: wm_agent

    About this task

    You can ask questions in your own words and receive responses from the Knowledge Base, including relevant details and step-by-step guidance to help you diagnose and resolve issues.

    Note:
    Now Assist generates responses using AI. Review answers before acting on them, as generated content may not always be accurate.

    Procedure

    1. Tap Now Assist in the navigation bar.
    2. In the Quick actions section, tap Ask Now Assist.
    3. In the Now Assist panel, type a question.
      For example: How do I install a router?
    4. Tap Send.
    5. Optional: Tap Sources to check the origin of the information.
    6. Tap Done to end the conversation.
    7. Optional: Tap the new conversation icon to begin a new conversation.