Zurich |
- Zurich Patch 10
- Now Assist Guardian enabled by default
- Detect and log prompt injection attempts across all generative AI applications and features, and offensive content in supported Now Assist skills, by default. You can configure Now Assist Guardian to block AI-generated responses when an attempt is detected.
- Using Now Assist Admin
- Explore additional user interface tabs of a Now Assist skill within a selected workflow. Access the usage and analytics of that skill. You can also view and manage the security and governance details of the selected skills.
- Configure prompt injection detection for Now Assist skills
- Set the prompt injection detection action and severity level for Now Assist skills. Prompt injection detection is enabled by default for all Now Assist skills, except Platform skills and custom skills. When a skill has its own setting, Now Assist Guardian automatically applies the more protective of the two settings, the skill-level setting or the instance-level setting.
- Visual Q&A in Now Assist
- Upload screenshots, error images, or documents in the Now Assist panel and get AI-generated answers about their content without leaving your current context.
- Catalog experience
- Navigate away from a catalog form mid-completion and a modal appears asking whether you want to stay or leave, preventing accidental loss of your work. After you submit a catalog item, you can select View Details to open the
submitted record.
- Enhancements
- Switch between multiple interactive views — such as knowledge articles, catalogs, and org charts — within a single conversation using a new dropdown in the Now Assist panel. When more than six promoted topics are available,
you can select a category on the topic menu to see all of them at once.
- Image and document upload
- Upload images and screenshots directly into the Now Assist panel as part of your conversation and the Now Assist interprets the visual content to answer your questions or generate summaries.
- Maintain and display the right context
- Open the Now Assist panel while working on an incident record and you automatically see the most recent conversation tied to that incident. You can continue chatting about the incident or switch to unrelated topics in the
same session, keeping your work in context without losing your place.
- 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
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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)
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.
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Australia |
- Australia Patch 3
- Create knowledge articles using Now Assist and Box
- The Knowledge Center now integrates with Box. This integration enables authors to use stored files as a source for generating knowledge articles with Now Assist.
- Now Assist Guardian enabled by default
- Detect and log prompt injection attempts across all generative AI applications and features, and offensive content in supported Now Assist skills, by default. You can configure Now Assist Guardian to block AI-generated responses when an attempt is detected.
- Using Now Assist Admin
- Explore additional user interface tabs of a Now Assist skill within a selected workflow. Access the usage and analytics of that skill. You can also view and manage the security and governance details of the selected skills.
- Create knowledge articles using Now Assist and Box
- Knowledge Center integrates with Box, enabling authors to use stored files as a source for generating knowledge articles with Now Assist.
- Article Optimization with Reading Ease scan
- The AI-based Reading Ease scan, integrated into the article optimization feature of Knowledge Center, scans articles for readability, provides actionable recommendations, and supports ongoing article improvement.
- Configure prompt injection detection for Now Assist skills
- Set the prompt injection detection action and severity level for Now Assist skills. Prompt injection detection is enabled by default for all Now Assist skills, except Platform skills and custom skills. When a skill has its own setting, Now Assist Guardian automatically applies the more protective of the two settings, the skill-level setting or the instance-level setting.
- Visual Q&A in Now Assist
- Upload screenshots, error images, or documents in the Now Assist panel and get AI-generated answers about content without leaving your current context.
- Catalog experience
- Navigate away from a catalog form mid-completion and a modal appears asking whether you want to stay or leave, preventing accidental loss of your work. After you submit a catalog item, you can select View Details to open the
submitted record.
- Enhancements
- Switch between multiple interactive views — such as knowledge articles, catalogs, and org charts — within a single conversation using a new dropdown in the Now Assist panel. When more than six promoted topics are available,
you can select a category on the topic menu to see all of them at once.
- Image and document upload
- Upload images and screenshots directly into the Now Assist panel as part of your conversation and the Now Assist interprets the visual content to answer your questions or generate summaries.
- Maintain and display the right context
- Open the Now Assist panel while working on an incident record and you automatically see the most recent conversation tied to that incident. You can continue chatting about the incident or switch to unrelated topics in the
same session, keeping your work in context without losing your place.
- 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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