Domain separation and Now Assist for Financial Services Operations (FSO)

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
    • Summarize
    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 Domain separation and Now Assist for Financial Services Operations (FSO)

    Domain separation in Now Assist for Financial Services Operations (FSO) allows ServiceNow customers to logically separate data, processes, and administrative tasks into distinct domains. This separation controls user access, ensuring users only see and interact with data within their assigned domain. It supports multi-tenant service provider environments by isolating tenant data and operations while enabling appropriate cross-domain interactions, such as tenant customers viewing service provider responses.

    Show full answer Show less

    Domain separation must be enabled on the ServiceNow instance before it can be applied to Now Assist for FSO skills. Generative AI capabilities in Now Assist for FSO are organized into configurable skills, which by default exist globally but can be customized per domain to meet specific operational needs.

    Key Features

    • Data and Process Isolation: Separates data, UI, cache keys, reporting, rollups, and aggregations by domain to ensure secure and relevant access.
    • Skill Configuration per Domain: Skills can be reconfigured or duplicated as variants to provide domain-specific AI capabilities.
    • Role-Based Access Control: You can assign roles to control which users within a domain can access specific Now Assist panels or functionalities.
    • Multi-Tenant Support: Enables service providers to host multiple clients in a single instance while maintaining tenant data separation.
    • Consumption Tracking: Now Assist for FSO usage is tracked at the instance level via the Subscription Management dashboard, not by individual tenant domains.

    Practical Benefits for ServiceNow Customers

    • Ensures compliance and security by restricting data access to authorized users within each domain.
    • Supports service providers managing multiple clients by isolating tenant data and processes, reducing risk of data leakage.
    • Enables tailored AI assistance by configuring Now Assist skills differently per domain, enhancing relevance and effectiveness.
    • Provides visibility into overall Now Assist usage for better subscription and cost management.
    • Facilitates seamless interaction between service providers and tenant customers, preserving communication context across domains.

    Implementation Considerations

    The instance owner is responsible for setting up domain separation. Before using domain separation with Now Assist for FSO, it must be enabled on the instance. Proper role assignments and skill configurations per domain are essential to control user access and AI functionality effectively.

    Domain separation is supported for Now Assist for Financial Services Operations (FSO). Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

    Support level: Basic

    • Business logic: Ensure that data goes into the proper domain for the application’s service provider use cases.
    • The application supports domain separation at run time. The domain separation includes separation from the user interface, cache keys, reporting, rollups, and aggregations.
    • The owner of the instance must set up the application to function across multiple tenants.

    Sample use case: When a service provider (SP) uses chat to respond to a tenant-customer’s message, the customer must be able to see the SP's response.

    For more information on support levels, see Application support for domain separation.

    Domain separation overview

    In Now Assist for FSO, generative AI capabilities are organized into skills. Each skill can be configured differently for each domain. By default, all skills exist in the global domain.

    How domain separation works in Now Assist for FSO

    You must enable domain separation on your instance first before you can use it for Now Assist for Financial Services Operations (FSO) skills.

    Now Assist for Financial Services Operations (FSO) works with domain separation. When you use Now Assist for Financial Services Operations (FSO) in a domain-separated environment, users are only able to access data within their domain. For example, when a user uses the summarization skill, Now Assist for Financial Services Operations (FSO) only uses material that exists within the user's domain when generating that summary. When a skill is domain-separated, only users who are in that domain can use the skill that you have configured for that scope.

    If you're a service provider that hosts multiple clients in the same instance, you can set up domain separation to separate tenant data, processes, and administrative tasks. However, Now Assist for Financial Services Operations (FSO) consumption is tracked according to the instance without differentiating between tenants. You can track your Now Assist for Financial Services Operations (FSO) usage in the Subscription Management dashboard.

    If you want a domain to have a different version of an existing skill, you can reconfigure and activate the skill or create a variant in the preferred domain. See Domain separation in the Now Assist Admin console.

    Use cases

    You can configure the roles when you’re activating or editing a skill.

    For example, you can grant certain roles access to the Now Assist panel in one domain, while another domain has no role restrictions.