Configuring Now Assist in Knowledge Management

If you have the admin role, you can configure the Now Assist in the Knowledge Management application, enabling agents to use its generative AI skills within their application workspace and the classic environment.

Configuration overview

Configure how agents use generative AI capabilities to generate new knowledge articles. Third-party AI model providers are available for Now Assist skills and AI agents.

• Configuring the KB generation skill
  Configure the KB generation skill that agents can use to draft a knowledge article with Now Assist.
• Configure skill for Now Assist context menu
  Configure the knowledge content recommendation skill so that the agents can use the Now Assist context menu to expand or shorten a knowledge article in TinyMCE. With the new content editor available in the Knowledge Center, agents can create and edit knowledge articles using custom instructions.
• Configure and activate the Now Assist Identify duplicate articles skill
  Configure the Knowledge content management skill to enable admins and managers to activate the Now Assist Identify duplicate articles skill.
• Configure skills with custom prompts for knowledge article templates
  Now Assist in Knowledge Management has extended the out-of-box (OOB) KB generation skill to create custom prompts for OOB and custom knowledge article templates.
• Configure custom AI-based Article Optimization scans
  The Out-of-Box (OOB) Knowledge Center settings provide default configurations for article optimization scans. However, you can customize scans for article optimization.
• Configuring Article Optimization skill and prompts
  Create custom prompts for the default Article Optimization (AO) skill in the Knowledge Center application and prompts using standalone custom skills.
• Configure Now Assist Skills for potential gaps
  The Potential Gaps also known as the knowledge gaps feature identifies missing knowledge articles. This functionality is available only when the Knowledge Gaps skill is activated in Now Assist Admin. Configuring this skill is necessary when working with gaps.
• Enable multilingual service in Now Assist
  Enable multilingual service in Now Assist Admin for Knowledge Management to support different languages in various third-party AI model providers. Select the languages that you want enabled for each of the AI model providers and enable native and dynamic translation support.