Xanadu |
- Xanadu Patch 10
- Now Assist Readiness Evaluation
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Use the Now Assist Readiness Evaluation app to help you evaluate your organization's readiness to implement agentic and generative AI Now Assist capabilities.
Assessments for agentic AI include:
- IT Service Management (ITSM)
- Customer Service Management (CSM)
Assessments for generative AI include:
- AI Search
- Virtual Agent (VA)
- IT Service Management (ITSM)
- Customer Service Management (CSM)
- HR Service Delivery (HRSD)
Results shown are estimates. You should evaluate results provided by Now Assist Readiness Evaluation for accuracy and appropriateness for your use case.
- Xanadu Patch 3
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Now Assist Guardian adds guardrails to log, block, and redirect unwanted content
- Protect your users from offensive content, certain kinds of prompt injection attacks, and sensitive topics by logging attempts, blocking content, or redirecting to a new Virtual Agent topic.
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Translation for Now Assist with native translation
- Use the native translation capabilities of the Now LLM Service models or to translate user-generated and LLM-generated content into the preferred languages of your users.
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Troubleshoot a Now Assist skill
- Run diagnostics on certain Now Assist skills to identify common configuration errors that help to prevent your skills from working as intended.
- Analyze Now Assist performance
- Use the Now Assist Analytics dashboard to monitor the usage and performance of generative AI features and capabilities offered under Now Assist.
- Configure and use a retriever with Now Assist Skill Kit
- Augment and add context to your prompts with AI Search results from custom retriever inputs.
- Get prompt assistance with Now Assist Skill Kit
- Use prompt assistance to get a jump-start with your prompt development by selecting an example from the prompt library or using Now Assist to generate one.
- Evaluate skill prompts
- Evaluate your prompts created within Now Assist Skill Kit using data collections created within Now Assist Data Kit. Evaluations return information on the correctness and faithfulness of the responses from running the custom skill.
- View skill run test history
- View the history of your test results to assist your understanding of how changes to the prompt have adjusted the outcome.
- Generate article with multi-language
- Generate a Knowledge article for an incident, case, or other supported task type in languages other than English using the multi-language capabilities of Now Assist.
- Edit article with context menu
- Use generative AI capabilities of Now Assist to shorten or elaborate content within a Knowledge article.
- Use Now Assist Data Kit to add a dataset to the data catalog
- Create a data collection and select the sampling data for publication. Once published, the evaluation data is available in Now Assist Skill Kit.
- Now Assist context menu
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- Write with Now Assist is now called the Now Assist context menu.
- Explain the assessed and calculated change request risk with the Now Assist context menu in workspaces and UI16.
- Use the Elaborate and Shorten content editing capabilities of the Now Assist context menu in Knowledge articles.
- Configure the maximum number of content refinement calls using the Now Assist context menu.
- Use the Now Assist context menu recommendations to compose an email and complete the drafts.
- Xanadu Patch 1
- Dynamic theming enables different themes to be applied to chat summarization cards
- Support dynamic theming for chat summarization cards.
- Write with Now Assist
- Enable your agents to use Write with Now Assist for generative AI-powered text generation and editing assistance. This feature helps to improve and streamline their writing responsibilities.
- Use Now Assist
Platform skills
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- Use generative AI Platform skills in the Platform workflow starting with the Xanadu release to enhance and streamline your user experience.
- Enter search commands in plain language to retrieve and filter records and tables by using the Navigation skill.
- Use Now Assist Skill Kit for Generative AI app developers
- Create and activate custom prompts and skills for your Now Assist agent use cases.
- Generate a knowledge article from multiple cases or incidents with Now Assist in Knowledge Management
- Draft Knowledge articles quickly from a configurable workspace or the classic environment based on similar cases or incidents with Now Assist. Knowledge articles can be generated by selecting from a list of similar cases or incidents, case or incident numbers, or even by searching keywords specific to a case or incident.
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Yokohama |
- Yokohama Patch 10
- Monitor sensitive topic invocations
- Access the Gen AI Metrics [sys_generative_ai_metric] table to review the logged invocations of sensitive topics and gain insights into how these topics are being triggered and monitored.
- Yokohama Patch 8
- Now Assist Readiness Evaluation
-
Use the Now Assist Readiness Evaluation app to help you evaluate your organization's readiness to implement agentic and generative AI Now Assist capabilities.
Assessments for agentic AI include:
- IT Service Management (ITSM)
- Customer Service Management (CSM)
Assessments for generative AI include:
- AI Search
- Virtual Agent (VA)
- IT Service Management (ITSM)
- Customer Service Management (CSM)
- HR Service Delivery (HRSD)
Results shown are estimates. You should evaluate results provided by Now Assist Readiness Evaluation for accuracy and appropriateness for your use case.
- Yokohama Patch 6
- Manage large language models
- Choose and update your preferred large language model (LLM) provider at the instance, skill or skill group level for Now Assist out-of-box skills with ServiceNow® third-party model strategy.
- Deactivate skills that are not compliant with any of the LLM providers and access the audit history to view updates by the AI steward.
- Configure multilingual service for Now Assist applications
- Manage the default and supported languages by the different LLM providers under Multilingual service for translation.
- [Placeholder link text to key bundle-platai.now-assist-email-recommendation]
- Access the citations to the articles referenced from the knowledge base. Explore references and insert the suggested reply to your email.
- Now Assist Guardian supports third-party LLMs
- Extend guardrail support to third-party LLMs, such as Amazon Bedrock, Google Cloud (AI Studio and Vertex), and OpenAI to ensure any inappropriate content is logged and blocked during content generation.
- Increase the maximum response token limit for custom skills
- Increase the maximum response token limit for Now Assist custom skill beyond default value 1000 to support dynamic pricing based on output tokens and calculate the price for each skill executed per assist.
- Yokohama Patch 3
- Exploring Now Assist
- Access the Now Assist skills through an identifier tab on the Now Assist Admin console, and find the associated workflows.
- Navigate to your skills by using the intuitive list or grid view. The skill details are displayed, which means that you don't have to make additional
selections.
- Access the Data privacy section under Now Assist Admin settings. View and edit the data privacy policies that apply to your Now Assist skills.
- Accessing the external content in Now Assist panel Q&A capability
- Get relevant answers to your questions from external content sources, such as Microsoft SharePoint, Google Drive, and Confluence Cloud, within the Now Assist panel, without manual indexing. Each response shows the source of information to reference later.
- Enhanced log visibility
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- Access the Generative AI Metric table [sys_generative_ai_metric] to gain insights into the guardian logs and determine if they are for monitoring only or for both logging and blocking. Each guardrail shows its status
value as Monitor, Block, or Off, to help administrators to manage their security policies.
- View the logs of masking that involve personal identifiable information (PII) in the Generative AI Metric table [sys_generative_ai_metric]. You can identify which data is masked, the type of request, system response,
processing time, errors, or error codes.
- [Placeholder link text to key bundle-platai.now-assist-rn-summarization]
- Define the output field destination so that you can select any multi-line text field from the base table You can customize incident forms and improve the usability of the resolution notes generation skill.
- Enable requesters to extract information from emails and email attachments to generate tasks. This email-to-task agentic workflow effectively addresses the challenge of task creation from emails.
- Identify and review articles
- Identify duplicate Knowledge articles by using Now Assist capabilities. You can review the list and deselect articles that you don’t consider to be duplicates.
- Streaming responses
- Enable streaming responses on the Now Assist panel. Only synthesized responses are streamed.
- Multiple Now Assist panels
- Create separate, independent Now Assist panels that work across Next Experience and ServiceNow® Studio app shells.
- Create Now Assist context Menu configuration
- Create a Now Assist context menu configuration for a streamlined custom skill deployment process with the help of a guided setup.
- Yokohama Patch 1
- Now Assist Guardian analytics
- Monitor the performance of offensive content and prompt injections guardrails with the help of the Now Assist Guardian analytics dashboard.
- Configuring Now Assist settings and features
- For custom skills, explore an additional display option in the form of Conversational experiences. You can select Now Assist
Virtual Agent to assist you with the display.
- Create and activate a Now Assist skill copy, and have both the original skill and its copy to remain active simultaneously.
- Now Assist Context Menu usage dashboard
- View and monitor the use of the Now Assist context menu across the different applications. Gain insights into the usage patterns, frequency, and effectiveness of the context menu actions with the Now Assist context menu usage dashboard.
- Customizing ServiceNow skills in the Now Assist Skill Kit to tailor skills to meet your specific business requirements.
- Clone the skills provided by ServiceNow in Now Assist applications by using the Now Assist Skill Kit so that you can edit the prompt or change the AI service provider. By editing the prompt, you can choose the additional inputs to be considered by the large language model (LLM) and
arrange the formatting and content of the LLM response. After the skill is edited, you can activate the edited skill in the Now Assist Admin console to enable it.
- Enabling the voice input for the Now Assist panel
- Enable the Voice Input setting for the Now Assist panel in the Now Assist Admin console. This setting gives users a voice-to-text input option to access the skills in the Now Assist panel in any supported language. After it’s enabled, the option is available in individual user accessibility preferences.
- Setting your data overflow processing preferences to control your data
- Set your data overflow processing preferences to control your data. By default, all Now Assist network traffic is managed within ServiceNow datacenters, but during periods of high traffic, the traffic is burst to Microsoft Azure datacenters. You can choose whether you want to opt out of cloud bursting from the Now Assist Admin console data overflow processing settings.
- Using multi-turn Q&A in the Now Assist panel
- Ask questions and get relevant answers directly in the Now Assist panel. The system remembers your previous questions for effortless follow-ups and pulls answers from multiple sources to give you the best results. You can select the source name in the response to
access the full Knowledge article for more details.
- Using dashboard and visualization export in the Now Assist panel
- Export Platform Analytics dashboards and data visualizations through conversations. You can select from several output formats, and download or email the files.
- Summarize records with the Now Assist context menu
- Generate summaries by using the Now Assist context menu for the Core UI and Workspace. You can also expand or collapse the summary card, regenerate the summary, copy and share the summary, or provide feedback.
- Email recommendations using the Now Assist context menu
- Select and choose the tone of your content with the change tone feature. You can select from the elaborate, shorten, casual, formal, or sympathetic tone.
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Zurich |
- Using Now Assist Admin
- Explore the archive option from navigation pane within Now Assist Admin and archive custom and copies of Now Assist skills.
- Zurich Patch 8
- Clarifying questions for unclear requests
- Get precise, relevant answers from Now Assist panel premium chat even when your request is unclear, as the assistant asks you a targeted clarifying question before responding instead of returning an overwhelming list of results. When the
assistant is confident it understands your request, it responds immediately without interrupting the conversation.
- Upload documents
- Upload documents directly into a Now Assist panel conversation during topic, skill, catalog, or agent execution, and let the assistant extract information from them to automatically fill in required fields, answer questions, and keep the
conversation moving. Uploaded document context is retained for the duration of the session and cleared when the session ends to protect your data.
- Response feedback
- Provide more detailed feedback on Now Assist panel responses by selecting thumbs up or thumbs down, then choosing from configurable checkbox options or adding your own comments to explain exactly what was helpful or what fell short. Your
feedback is captured and made available through analytics dashboards, helping admins continuously improve the quality of responses you receive.
- Premium chat
- Start a Now Assist panel premium chat from any page in the Employee Hub with a single click, without interrupting existing workflows. You can upload files, toggle web search on or off, and receive a personalized
greeting with promoted topics when opening a new conversation.
- Synthesized results in chat experience
- Get concise, grounded answers to your natural language questions in Now Assist panel premium chat, with inline citations linking to the knowledge articles, actions, and catalogs used to generate the response. You can ask follow-up questions within the same context, explore
sources in the side panel, and see clear messaging if results are limited or unavailable.
- Search results side panel
- View search citations and related results in a collapsible side panel that appears alongside your Now Assist panel premium chat responses, so you can explore sources without leaving the conversation. You can select any internal source to open it in the background, browse external results in a new tab, and
close the panel at any time to return to the full chat view.
- Primitives and widgets
- View rich, responsive content inline in your Now Assist panel premium chat conversation, including people profiles, org charts, record cards, and record summaries that match the look and feel of your portal. You can also access org charts and people
information directly through natural language — for example, by typing "show me the org chart for John Smith" — without leaving the conversation.
- Voice Input
- Use your voice to send prompts in Now Assist panel premium chats by selecting the microphone button in the input bar, which transcribes your speech to text so you can interact with the assistant hands-free. You can enable or disable voice
input through your personal preferences, and your admin can also turn it on or off at the assistant level through Assistant Designer.
- Search enhancements
- Get cleaner, more organized search results in Now Assist panel premium chat, with single records displayed as cards and multiple records displayed as tables. You can switch between multiple interactive views in a conversation using a dropdown and use a
back button to return to previously viewed content.
- Transition from chat to full search results
- Access the full search results page directly from your Now Assist panel premium chat response by selecting the "Full search experience" link in the sources and more panel. The search results page opens with your original search term already populated, so you can
explore the complete set of results without having to retype your query.
- Follow-up questions from search results
- Ask follow-up questions in Now Assist panel premium chat directly from your workspace search results by selecting the "Ask a follow-up" button, which opens a new conversation with the relevant search context already loaded. You can
continue exploring a topic conversationally without having to re-enter your query or switch between search and chat.
- Record-specific context
- Get more relevant responses from Now Assist panel premium chat when you're working on a record, as conversations started from a record page are automatically aware of that record's context. You no longer need to manually describe what you're
working on — the assistant understands it from the start.
- Upgrade Now Assist panel
- Upgrade your Now Assist panel experience to premium chat without losing your active conversations, as any conversations in progress remain accessible until you refresh the page. When you open premium chat for the first
time after the upgrade, a summary of what's new helps you quickly get familiar with the latest capabilities.
- Zurich Patch 7
- Manage version
- Review the summary, alerts, and notifications regarding changes in model provider version states as they are deprecated or retired.
- Now Assist panel
- Send information from Now Assist panel conversations directly to relevant fields on incident pages using action buttons. You don't have to manually copy and paste content between Now Assist panel conversations and the incident form.
- Now Assist panel
- Automatically see the most recent Now Assist panel conversation for an incident when you switch between incident tabs. Now Assist panel remembers which conversation belongs to which incident and displays it when you return to that incident.
- Now Assist panel
- Configure which record types will support Now Assist panel context switching. This enables teams to customize the Now Assist panel experience based on a business unit’s workflow and use cases.
- Now Assist panel
- View your Now Assist panel chat history grouped by incident record. Agent conversations related to a specific incident are grouped together rather than organized chronologically, making them easier to find.
- Now Assist panel
- View the correct conversation history when you navigate between different incident records.
- Now Assist panel
- Send information directly from a Now Assist panel conversation to an agent chat conversation. This makes it easier to collaborate and share helpful information during incident resolution.
- Now Assist panel
- Build custom Now Assist panel integrations that are tailored to specific business needs by passing custom context data in any format when initiating Now Assist panel conversations or executing skills.
- Enhanced content detection with third-party guardrails
- Now Assist Guardian supports third-party service provider guardrails, such as Microsoft Azure, Amazon Bedrock, and Google Model Armor so that any inappropriate content is logged and blocked during content generation. This gives you the flexibility to choose the detection provider that best aligns with your existing cloud
infrastructure.
- Zurich Patch 6
- Requester Approval Checklist skill
- The Requester Approval Checklist skill in the ServiceNow AI Platform® generates a structured checklist by mapping real-time request data against your organization’s knowledge articles.
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Note: The skill is on by default.
- Zurich Patch
5
- New system properties for the Now Assist Readiness Evaluation app
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- Reduce performance issues when a large volume of data is assessed with the sn_assess.assessment_limit system property.
- Customize the estimated remediation effort for select efforts with the sn_assess.effort_visibility system property. Setting this system property to true turns on the
Remediation properties tab in the Now Assist Readiness Evaluation dashboard.
- Decide the maximum number of records to process for the ITSM assessment with the sn_assess.task_limit system property.
- Zurich Patch
4
- Manage version
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Manage the versions of model providers across various skill groups and instance levels in Now Assist. You can modify and update versions for both base system and custom skills.
- Now Assist skills
- Unlock the benefits of the Now Assist Fulfiller subscription to be able to explore and activate all the skills available in the system from Now Assist Admin.
- Role masking
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Define roles within role restrictions for individual skills in Now Assist Admin to enforce resource access restrictions when a skill is invoked. This feature promotes precise control over the resources that can be accessed, like data and APIs.
- Overview tab in Now Assist Admin
- Share your experience in the Now Assist journey by providing feedback when prompted.
- Voice input setting automatically activated
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Activate the Now Assist panel to automatically turn on the voice input setting, which is now located on the Assistants page.
- Now Assist panel
- Request additional information or clarification by asking a
follow-up question in the Now Assist panel.
- Synthesized Now Assist responses
- View synthesized Now Assist responses from within Google chat to have a richer conversational experience.
- Now Assist support in article optimization
- Improve the quality and health of your knowledge articles by using Now Assist based Article Optimization in the Knowledge Center. Scan knowledge articles and get instant, actionable feedback.
- Use Now Assist to identify knowledge gaps
- Identify and fill potential knowledge gaps proactively, including missing knowledge articles and recurring issues that lack or have an incomplete knowledge
article.
- Agentic workflows from within Google chat
- Initiate and view agentic workflows from within Google chat.
- Monitor sensitive topic invocations
- Access the Gen AI Metrics [sys_generative_ai_metric] table to review the logged invocations of sensitive topics and gain insights into how these topics are being triggered and monitored.
- Long term stable models
- Long term stable (LTS) models are part of Now LLM Service and provide longer model stability windows for regulated industries. These models can integrate with tools to provide governance, monitoring, and compliance controls.
- Create multiple Now Assist context menu skill configurations
- You can now have multiple Now Assist context menu configurations on the same record form and field. You just have to create the required configuration and add to the form or field.
- Generate KB article with Now Assist context menu
- Using the Now Assist Context Menu open prompt inline and pop-over variant you can quickly produce high-quality, accurate, and lucid knowledge articles, saving time and improving support in Knowledge Management.
- Zurich Patch 2
- Now Assist Readiness Evaluation
-
Use the Now Assist Readiness Evaluation app to help you evaluate your organization's readiness to implement agentic and generative AI Now Assist capabilities.
Assessments for agentic AI include:
- IT Service Management (ITSM)
- Customer Service Management (CSM)
Assessments for generative AI include:
- AI Search
- Virtual Agent (VA)
- IT Service Management (ITSM)
- Customer Service Management (CSM)
- HR Service Delivery (HRSD)
The results shown are estimates. You should evaluate results provided by Now Assist Readiness Evaluation for accuracy and appropriateness for your use case.
- Zurich Patch 1
- Improve Docs content in Strategic Portfolio Management with Now Assist context menu
for SPM
- Implement the open prompt capability to enhance your ability to add additional context and generate accurate content with Now Assist context menu.
This feature enables interactive conversations with both supported ServiceNow® generative AI skills and custom-built skills.
- Configure skills with custom prompts for knowledge article templates
- As an admin, clone the KB generation skill and update prompts for AI model providers. This feature helps the agent use custom templates and custom prompts to generate knowledge articles with Now Assist from single and multiple knowledge bases.
- Manage AI models
- Choose and update your preferred LLM provider at the instance, skill, or skill group level for Now Assist
base system skills.
Deactivate skills that aren't compatible with any of the LLM providers and access the audit history to view updates by the AI steward in AI Control Tower.
- Configure multilingual service for Now Assist applications
- Manage the default and supported languages by the different LLM providers under Multilingual service for translation.
- Configure email reply recommendation
- Access citations to the articles referenced from the Knowledge Base. Explore references and insert the generated reply to your email.
- Now Assist panel
- Use the enhanced Now Assist panel for an intuitive and personalized experience. The updated Now Assist panel can be resized and moved anywhere on the ServiceNow AI Platform.
- Now Assist Guardian supports third-party LLMs
- Extend guardrail support to third-party LLMs, such as Amazon Bedrock, Google Cloud Vertex AI studio, Google AI studio, and Azure OpenAI, to verify that any inappropriate content is logged and blocked during content generation.
- Increase the maximum response token limit for custom skills
- Increase the maximum response token limit for a Now Assist custom skill beyond the default value of 1000. This ability supports dynamic pricing based on output tokens and calculates the price for each skill executed per assist.
|
Australia |
- Using Now Assist Admin
- Explore the archive option from navigation pane within Now Assist Admin and archive custom and copies of Now Assist skills.
- ServiceNow product tiers
- The ServiceNow AI Platform now brings you an AI native experience with three licensing tiers available:
- Foundation: AI agents and skills to deliver insights
- Advanced: AI agents and skills to boost productivity across relevant use cases
- Prime: Act autonomously with all AI agents and skills, and create your own
- Merge duplicate articles
- Use Now Assist in Knowledge Management to merge selected duplicate knowledge articles into a single consolidated article, preserving references to the original sources and maintaining a high‑quality, well‑organized knowledge
base.
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