---
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 October 28, 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

The Self-service conversational troubleshooting feature in the AI Admin Center enables ServiceNow customers to diagnose and resolve common AI administration issues efficiently through an AI-powered conversational experience.
This diagnostic assistant interprets user-described problems, matches them against known AI admin failure patterns, and provides a root cause hypothesis with a confidence level.
Show full answer Show less  
For specific issues related to AI Admin Hub components---such as skill visibility, activation, LLM providers, guardrails, global settings, roles, and governance---the AI agent can automatically implement fixes after user approval. For other issues, it offers guided next steps to resolve them manually. The AI agent operates within the user's permission scope without elevating privileges.

## Key Features

* **Issue Interpretation:** Understands user descriptions and matches them to documented AI administration problems.
* **Root Cause Hypothesis:** Provides a likely cause of the problem with a confidence score to inform decision-making.
* **Automated Remediation:** For certain AI Admin Hub issues, converts recommended fixes into actionable plans that it executes upon user consent, including verification of results.
* **Guided Resolution Steps:** For other issues, offers detailed instructions, links to documentation, or suggests escalation to support.
* **Context Retention:** Maintains issue details and conversation context throughout the session to facilitate follow-up without re-explaining the problem.
* **Role-based Access:** The AI agent acts strictly within the user's roles and permissions (requires the snnacenter.nacadmin role).

## Practical Use Cases

ServiceNow customers can leverage this feature to troubleshoot issues such as:

* AI Admin Center configuration or setup challenges
* Plugin installation or activation failures
* Missing or disabled Now Assist application features
* Integration connectivity or credential issues
* Permission or role misconfigurations affecting Now Assist
* Unexpected states of feature flags or activation toggles
* Compatibility conflicts between plugins or versions

## How to Use

Describe your issue in the AI Admin Center conversational interface. The AI agent will analyze your input to:

* Identify potential root causes with confidence levels
* Allow you to confirm or refine the diagnosis
* Provide remediation guidance or perform fixes when authorized
* Maintain ongoing context for efficient troubleshooting conversations

This approach helps customers resolve AI admin problems quickly and with confidence, reducing the need for escalations and manual troubleshooting.  
Use the AI Admin Center conversational experience to diagnose and resolve common AI administration issues.
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.

For issues with AI Admin Hub, such as skill visibility, skill activation, LLM providers, guardrails, global settings, roles, and governance, the AI agent can also resolve the issue for you. It converts the recommended fix into
a plan, shows you the plan and, with your approval, runs each action and verifies the result. For other issues, such as AI Agent Advisor issues, the AI agent gives you the next steps to resolve the issue yourself.

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
{#now-assist-center-self-healing-agent__ul_qsm_fxl_4jc}

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}