Now Assist in Knowledge Management

  • Release version: Australia
  • Updated March 12, 2026
  • 2 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 Now Assist in Knowledge Management

    Now Assist in Knowledge Management enables ServiceNow users to create new knowledge articles for cases or incidents directly through the Now Assist panel, classic environment, or configurable workspace. This functionality aids agents in providing faster resolutions to customer inquiries.

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    Key Features

    • Generative AI Skills: Learn about and utilize the AI capabilities embedded within Now Assist for generating knowledge articles.
    • Article Generation: Easily generate new articles to support knowledge management processes.
    • Support Resources: Access the Knowledge Management community forum, Known Error Portal, and customer service for troubleshooting assistance.

    Key Outcomes

    By implementing Now Assist in Knowledge Management, customers can expect enhanced efficiency in article creation, leading to quicker resolutions for end-users. However, users should remain aware of the application's AI limitations, ensuring human oversight and validation of outputs, particularly in critical areas such as healthcare and finance.

    Additionally, data processing involves transferring information to a centralized ServiceNow environment, adhering to established compliance policies. Customers can manage their data preferences through the Now Assist Opt-Out option.

    Use ServiceNow Now Assist in Knowledge Management to generate a new knowledge article for a case or incident via the Now Assist panel, classic environment, or the respective configurable workspace. Agents can use these articles to propose quicker resolutions to customers.

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    AI limitations

    This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by ServiceNow’s AI Acceptable Use Policy, which may be updated by ServiceNow.

    Data processing

    This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our CORE Compliance Portal.

    Data collection

    ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.