---
sourceDocument: Australia Enable AI
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# Self-service conversational troubleshooting

# Self-service conversational troubleshooting {#ariaid-title1}

Release version: Australia  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Self-service conversational troubleshooting

Self-service conversational troubleshooting is a diagnostic assistant integrated within the AI Admin Center conversational experience designed to help you identify and resolve common AI administration issues efficiently.
It analyzes your issue descriptions by matching them against a library of known AI admin failure patterns, providing a root cause hypothesis along with a confidence level to guide your troubleshooting process.
Show full answer Show less  

## Key Features

* **Issue Diagnosis:** The AI agent interprets your problem, compares it to documented issues, and presents a possible root cause with a confidence rating.
* **Guided Resolution:** After you confirm the diagnosis, the agent can walk you through configuration steps, link to relevant documentation, suggest checks, or recommend escalation if needed.
* **Context Retention:** The agent maintains the context of your issue throughout the conversation, allowing seamless follow-up without repeating information.
* **Role-Based Access:** The AI agent operates with your permissions (requires the snnacenter.nacadmin role), ensuring it only performs actions allowed by your roles.
* **Collaboration with Other AI Agents:** It can work alongside other AI agents to accomplish tasks for comprehensive issue resolution.

## Practical Use Cases

This tool is particularly useful for troubleshooting issues such as:

* AI Admin Center configuration or setup problems
* Plugin installation or activation failures
* Missing or disabled Now Assist features
* Integration connectivity or credential issues
* Role or permission misconfigurations affecting Now Assist access
* Unexpected states in feature flags or activation toggles
* Compatibility conflicts between plugins or versions

## What to Expect

By using this self-service conversational troubleshooting tool, you can expect a streamlined and interactive experience that helps you quickly identify root causes of AI admin issues and receive clear, actionable recommendations. This reduces the need for manual troubleshooting steps and expedites problem resolution, improving your administration efficiency and reducing downtime.  
Use the AI Admin Center conversational experience to diagnose common AI administration issues.

## Self-service conversational troubleshooting overview {#now-assist-center-self-healing-agent__section_ghk_lvl_4jc}

Self-service conversational troubleshooting is a diagnostic assistant in the AI Admin Center conversational experience. It interprets your issue description and classifies it against a library of known AI admin failure patterns. The AI agent presents a root cause hypothesis with a
confidence level, enabling you to make informed decisions about how to resolve the issue.

Self-service conversational troubleshooting may work with other AI agents to accomplish tasks. For more information on AI agents, see [Explore AI agents](https://www.servicenow.com/docs/3_8_e2KO3lfz3YU8zFjgyw "Learn how the AI agents enhance live agent productivity by mimicking human-like intelligence to manage tasks ranging from automated responses to complex problem solving.").

## AI agent access {#now-assist-center-self-healing-agent__section_hgw_pjj_yjc}

The AI agent runs every action as you and never elevates your privileges. It can't make a change that your roles don't permit.

Role required: sn_na_center.nac_admin

## AI agent uses {#now-assist-center-self-healing-agent__section_ojh_dxl_4jc}

Use self-service conversational troubleshooting to help with issues such as:

* AI Admin Center configuration or setup problems
* Plugin installation or activation failures
* Missing or turned off Now Assist application features
* Integration connectivity or credential problems
* Role or permission misconfigurations affecting Now Assist access
* Feature flags or activation toggles in an unexpected state
* Compatibility conflicts between plugins or versions
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For more information, see the troubleshooting issues described in KB article [KB2330598](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2330598) on Now Support.

## AI agent actions {#now-assist-center-self-healing-agent__section_vdp_pwl_4jc}

When used, the AI agent may attempt the following actions:

* Interpret the information provided by the user.
* Compare the information against documented issues.
* Present a root cause hypothesis with a confidence level.
* Recommend remediation actions after receiving user confirmation.
* Maintain issue context throughout the conversation.
{#now-assist-center-self-healing-agent__ul_fdx_rwl_4jc}

## How it works {#now-assist-center-self-healing-agent__section_sk5_lvl_4jc}

1. Describe your issue in the conversational interface in AI Admin Center.
2. The AI agent interprets your description and matches it against known failure patterns.
3. The AI agent displays the possible root cause of the issue along with its degree of confidence that it is correct.
4. You review the hypothesis and confirm, adjust, or provide additional details about the issue.
5. After you confirm the diagnosis, the AI agent guides you toward a resolution.  
   Depending on your issue, the agent may do one of the following:
   * Walk you through specific configuration steps.
   * Link you to relevant documentation or troubleshooting articles.
   * Suggest settings or statuses to verify.
   * Recommend escalation to support if the issue requires specialized help.
   {#now-assist-center-self-healing-agent__ul_chp_yvl_4jc}
6. The AI agent retains your issue description, the diagnosis, and the confidence level throughout your session so you can ask follow-up questions without repeating context.
{#now-assist-center-self-healing-agent__ol_wpn_tvl_4jc}