Install and configure ServiceNow Otto for Public Sector Digital Services (PSDS)

If you have the admin role, you can install and configure the ServiceNow Otto for Public Sector Digital Services (PSDS) application so that your agents can use the generative AI skills in CSM Configurable Workspace and in Core UI.

Before you begin

Role required: admin

About this task

Use the AI Admin Hub console to configure ServiceNow Otto for Public Sector Digital Services (PSDS). This console contains everything that you need to install the plugins and configure the generative AI skills. For additional information, see AI Admin Hub console.

The following table lists the features and skills that you can access from the AI Admin Hub console.

Table 1. Public Sector Digital Services features and skills in the AI Admin Hub console

PSDS features	Skills
Chat	Chat summarization Chat recommendation Sidebar recommendation
Case	Case summarization Resolution notes generation
Search	Legislation summarization Search summarization Extract Q&A answers from knowledge base articles upon search
AI Agent Collection for Public Sector Digital Services	Info Request Fee Estimation and Waiver Review workflow

Note:

Now LLM Service is currently the only provider for this Now Assist application's skills.

To get started with Now Assist, you must install at least one Now Assist application on your instance. The AI Admin Hub console can guide your implementation, starting with installation. Check out the Now Assist Journey Checklist

The following plug-ins and store apps are required for use of ServiceNow Otto for Public Sector Digital Services (PSDS) and its features, such as AI Search and summarization skills:

• AI Admin Hub Console (sn_nowassist_admin)
• ServiceNow Otto for Public Sector Digital Services (PSDS) (sn_psds_gen_ai)
• ServiceNow Otto for Customer Service Management (CSM) (sn_csm_gen_ai)
• Glide Virtual Agent (com.glide.cs.chatbot)
• Glide Conversation Generative Al (com.glide.cs.genai)

Procedure

1. Install the ServiceNow Otto for Public Sector Digital Services (PSDS) plugin (com.sn_psds_gen_ai).
2. Navigate to All > Now Assist Admin > Settings.

   If you’re already in AI Admin Hub, select the Settings tab.

3. On the Settings page, select Plugins.

   Plugins appear as cards. Review all Now Assist plugins on the Available for you tab. Plugins that you have already installed appear on the Installed tab.

   

4. Select Get plugins on the ServiceNow Otto for Customer Service Management (CSM) and ServiceNow Otto for Public Sector Digital Services (PSDS) cards.
5. In the confirmation window, select Install Plugin to open the ServiceNow Store page for the plugin in a new browser tab.
6. Install the plugin from the ServiceNow Store page.

   Some applications may require you to request the app from the ServiceNow® Store first. After you've requested the application from the ServiceNow® Store page, navigate to All > System Applications > All Available Applications > All to finish the installation.

7. Return to the AI Admin Hub console.
8. In the dialog box, select Refresh.

Result

Your AI Admin Hub console is successfully configured with the necessary plug-ins. Select View all (Plugin) Assists and Skills to review the features of your new plugin, or close the dialog box to return to the AI Admin Hub console.

What to do next

Activate Now Assist panel standard chator Activate a Now Assist Skill.