Exploring Now Assist in Knowledge Management

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Now Assist in Knowledge Management enables agents to generate, edit, and publish knowledge articles from a case or incident using the Now Assist panel, classic environment, and configurable workspace.

    The video earlier shows how an agent can generate a knowledge article with Now Assist from similar incidents in IT Service Management.

    Now Assist in Knowledge Management Overview

    After activation and configuration, Now Assist in Knowledge Management provides agents with the following generative AI capabilities:

    • Agents can generate articles from the Now Assist panel.

    • Agents can generate articles from their respective configurable workspace.

    • Agents can edit and publish articles in the knowledge base.

    Now Assist in Knowledge Management Skills

    The Now Assist in Knowledge Management application includes KB generation skills that enable agents to generate knowledge articles when working on a case or incident. Agents can document resolutions using generative AI features in Knowledge Management and share them with customers to address their queries and issues.

    Now Assist panel

    Agents can use the Now Assist panel available in their workspace. This conversational interface lets agents generate a knowledge article related to a case or incident. For more information about the Now Assist panel, see Now Assist panel.