Activate the Document screening Al skill in Now Assist for PSDS

Activate the Document screening Al skill to use Now Assist for PSDS gen-AI to screen documents in the Social Benefits Playbook, classifying document types, validating them against what's expected for the case, flagging issues and providing clear explanations, and giving agents Al-composed messages to send back to constituents with specific resubmission instructions.

Before you begin

Important:

Some Now Assist skills, agents, and agentic workflows are turned on by default. The default behavior works as follows:

New customers

When you install a Now Assist product, designated skills, agents, or agentic workflows are turned on automatically.

Existing customers who are upgrading (starting with Australia Patch 4)

There is no change to skills, agents, or agentic workflows that are currently enabled and customized.

An AI asset is turned on if:

• The Now Assist plugin is installed, but the asset was never turned on.
• An admin has never adjusted roles for the skill.

An AI asset is not turned on if:

• The asset was previously turned on, and then turned off again.
• An admin has adjusted roles for the asset.

• Confirm that the following applications and plugins are installed:
  • Now Assist in Document Intelligence (sn_docintel_gen_ai)
  • Document Processor (sn_doc_processor)
  • Service Applicant Information (sn_svc_appl_info)
  • Now Assist for Public Sector Digital Services (PSDS)
  • Social Benefits Playbook, Grants Management, or License and Permit Playbook
  For more information on configuring Now Assist in Document Intelligence, see Configuring Now Assist in Document Intelligence.
• Perform this task in your ServiceNow instance, ensuring the Now Assist for Public Sector Digital Services (PSDS) Application scope is selected.
• Role required: admin

Note:

Now Assist Admin Console (sn_nowassist_admin) and Now Assist for Platform (sn_genai_platform) plugins must be installed.

Procedure

1. Navigate to All > Now Assist Admin > Now Assist Skills.
2. In the workflow list, select Customer > PSDS.
3. On the card for the Document screening Al skill, select Turn on.
   
4. Configure user access on the pop-up modal to specify who can utilize this skill.
   Access control lists (ACLs) are implemented to identify the users permitted to access this skill, and are generated automatically).
5. Select Turn on.
6. In the dialog box, select Back to skills.
7. Verify that the skill is activated on the Document Screening Al skill card.