Using Now Assist in Knowledge Management

Now Assist in Knowledge Management enhances the agent experience by using artificial intelligence (AI) to generate a new knowledge article based on the resolution provided to a case or an incident.

Generating knowledge articles

You can generate knowledge articles in Now Assist for Customer Service Management (CSM), Now Assist for IT Service Management (ITSM), Now Assist for HR Service Delivery (HRSD), and Now Assist for Field Service Management (FSM). For more information, review the following.

• Generate a knowledge article from the CSM Configurable Workspace and classic environment with Now Assist.
• Generate a knowledge article from the Service Operations Workspace for ITSM and classic environment by using Now Assist.
• Generate a knowledge article from HR Agent Workspace with Now Assist for HRSD.
• Generate a knowledge article from the CSM/FSM Configurable Workspace and classic environment with Now Assist
• To generate knowledge articles based on cases or incidents from the Now Assist panel, see Generate a Knowledge article from the Now Assist panel.
• Generate a Knowledge article from the classic environment with Now Assist.

• Generate a Knowledge article from the Now Assist panel
  Generate a new knowledge article for a case or an incident from the Now Assist panel.
• Generate a Knowledge article from the classic environment with Now Assist
  As an author or an agent, generate new Knowledge articles using Now Assist on tasks within the classic environment.
• Generate a Knowledge article using multi-language support
  Now Assist in Knowledge Management provides multi-language support for Knowledge article generation. Generate knowledge articles in multiple languages with the Now Assist multi-language support for Knowledge Management. As an agent, you can generate articles from incidents, cases and other task types that are documented in languages other than English by using a language selector configured by the admin.
• Edit an article using the Now Assist context menu
  Elaborate or shorten content within a Knowledge article using the Now Assist context menu feature that enables agents to leverage the generative AI capabilities of Now Assist in Knowledge Management.
• Generate and edit articles using Now Assist in the Knowledge Center article editor
  This task explains how to create and improve a knowledge article with the Knowledge center article editor.
• Create knowledge articles using Now Assist and Box
  Use Box to create knowledge articles from content stored in an external Box account. When you initiate article creation and select Box as the source, Now Assist searches the connected Box account for files relevant to the prompt, then generates an article based on the results.
• Article Optimization with Reading Ease scan
  The Reading Ease scan runs as part of Article Optimization. The scan is triggered each time you save an article or when the scheduled job runs, or both. When the scan detects readability issues with a knowledge article, review and resolve the findings to improve the readability of the article that scored below the acceptable threshold.
• Identify and review duplicate Knowledge articles
  Review duplicate Knowledge articles using the Now Assist Identify and review duplicate articles feature.
• Merge duplicate articles
  Merge multiple duplicate knowledge articles into a single, consolidated article using Now Assist in Knowledge Management. This task helps knowledge managers reduce redundancy, preserve source article traceability, and verify readers access the most accurate and recent information.