ServiceNow Otto for Collaborative Work Management (CWM) release notes
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Summary of ServiceNow Otto for Collaborative Work Management (CWM) release notes
ServiceNow Otto for Collaborative Work Management (CWM) is a new application introduced in the Yokohama release that leverages generative AI capabilities to enhance productivity within the CWM workspace. It helps users save time and increase efficiency by automating task creation and content summarization in Collaborative Work Management.
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Key Features
- Generate tasks from Docs: Now Assist can automatically generate task recommendations from the content of CWM Docs, allowing users to refine and modify these tasks before adding them directly to a selected Board. This feature streamlines task creation based on document context.
- Summarize and paraphrase Docs content: Users can utilize Now Assist to summarize, elaborate, or shorten selected text or entire documents within CWM Docs, facilitating quicker understanding and editing of content.
- Default activation of Now Assist skills: Some Now Assist skills, agents, and agentic workflows are enabled by default upon installation or upgrade, reducing setup effort. However, additional role and ACL configurations are required for controlling access and usage.
Important Updates in Yokohama Patches
- Patch 11: Introduced changes to Now Assist usage measurement, shifting to a 365-day burn-down model resetting at the contract anniversary date. Also, unconfigured Now Assist skills are now turned on automatically for upgrading customers.
- Patch 3: Added automation for creating tasks from CWM Docs content and enhanced generative AI capabilities for summarization and paraphrasing within Docs.
- Access Control Configuration: Administrators can configure ACLs to control who can access and trigger AI agents and agentic workflows, specifying behavior as dynamic or AI users and their availability scope.
Activation Information
To enable Now Assist for Collaborative Work Management, customers must request the application from the ServiceNow Store. This ensures access to the latest features and updates. Additional configuration may be necessary to tailor AI agent access and workflow permissions according to organizational roles and security policies.
Practical Benefits for ServiceNow Customers
- Accelerates task creation by leveraging AI to interpret document content and suggest relevant work items.
- Improves document handling efficiency through AI-powered summarization and paraphrasing tools.
- Provides enhanced control over AI functionalities via role-based access and usage measurement tracking.
- Supports better collaboration and work management by integrating generative AI seamlessly into existing CWM workflows.
The ServiceNow® ServiceNow Otto for Collaborative Work Management (CWM) (CWM) application uses generative AI skills to improve time to value for the tasks you perform in the CWM workspace. ServiceNow Otto for CWM is a new application in the Yokohama release.
ServiceNow Otto for Collaborative Work Management (CWM) highlights for the Yokohama release
- Review changes to Now Assist usage measurement.
- Some Now Assist skills, agents, and agentic workflows are on by default.
- Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications.
- Help increase efficiency by automatically creating tasks from the context of your CWM Docs and adding them to the required Board.
- Enable saving time by summarizing and paraphrasing blocks of content or a whole page in CWM Docs using generative AI capabilities.
See Now Assist for Collaborative Work Management (CWM) for more information.
ServiceNow Otto for Collaborative Work Management (CWM) features
- Generate tasks from Docs in Collaborative Work Management (CWM)
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Help increase efficiency and save time by using Now Assist to automatically generate CWM Tasks for your Board. Using the information in your doc, Now Assist provides task recommendations. You can choose to refine or modify these recommendations. You can iterate multiple times to tweak the task recommendations according to your requirements.
After you're satisfied with the recommendations, Now Assist can help you add these tasks to a board of your choice.
- Summarize and paraphrase Docs content
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Use Now Assist capabilities to refine selected content in docs, or to get a summary of the whole document.
- Summarize, elaborate, or shorten selected text.
- Summarize the entire content on the page.
Changed in this release
- Yokohama Patch 11
- Changes to Now Assist usage measurement
- Starting with Yokohama Patch 5, Now Assist usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to KB KB2704710: Now Assist Usage - Overview & New Measurement Logic.
- Some Now Assist skills are turned on by default
- The new default behavior works as follows:
- New customers: When you install a Now Assist product, designated skills are turned on automatically.
- Existing customers who are upgrading (starting with Yokohama Patch 11): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive.
- Configure ACLs for AI agents and agentic workflows
- Configure the access control lists for who can discover and trigger AI agents and agentic workflows in their guided setups in AI Agent Studio. You can determine whether an AI agent or agentic workflow behaves as a dynamic user or as an AI user. You can also specify if an AI agent or agentic workflow can be available to all authenticated users or publicly available.
Activation information
Install Now Assist for Collaborative Work Management by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.