Now Assist for Retail Service Management (RSM)

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
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    Summary of Now Assist for Retail Service Management (RSM)

    Now Assist for Retail Service Management (RSM) introduces the store inquiry AI agent, an intelligent assistant designed to help headquarters (HQ) support agents efficiently manage and resolve store-related cases. This AI-driven solution enhances store inquiry processes by automating and improving support workflows, enabling faster and more effective case handling.

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    Key Features

    • Store Inquiry AI Agent: Supports HQ agents by providing AI-powered assistance in managing store inquiries and cases.
    • Configuration: Customers can enable specific triggers to leverage the AI agent within their retail service management workflows.
    • Licensing and Access: Feature availability depends on your ServiceNow license tier and regional restrictions; not all AI models or features are available in every geography or environment.
    • Data Handling: Customer data is transferred securely to centralized ServiceNow environments, potentially including third-party cloud providers, under strict internal policies to support AI functionality and improvement.

    Important Considerations

    • Regional and Regulatory Restrictions: Some AI capabilities are restricted or unavailable in certain regulated markets, data centers, or geographic regions. Customers should verify feature availability for their specific environment.
    • AI Limitations and Responsibility: As AI and machine learning produce predictions based on data patterns, outputs may not always be accurate or fully appropriate. Customers must thoroughly test AI outputs, maintain human oversight, and avoid relying solely on AI for critical decisions.
    • Data Collection and Privacy: ServiceNow collects inputs, outputs, and edits from AI interactions to improve its AI models. Customers may opt out of data collection if desired, ensuring control over their data usage.

    Support and Troubleshooting

    Customers can access additional help through the ServiceNow Community on AI and Intelligence, the Known Error Portal, or by contacting Customer Service and Support for issues related to Now Assist and the store inquiry AI agent.

    The store inquiry AI agent is an intelligent assistant designed to support the headquarters (HQ) support agents in efficiently managing and resolving cases.

    Get started

    Note:
    Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see ServiceNow product tiers.
    Important:
    • Not all model providers are available for customers with in-country SKUs, and some AI products/features are currently unavailable for in-country customers. For more information, see the KB1584492 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
    • Some AI products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the KB0743854 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
    • Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
    • Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to check for availability updates in future releases.

    Troubleshoot and get help

    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. In addition, this application will collect case information (for chat summarization, resolution notes generation, knowledge generation, call summarization), chat transcripts (for chat recommendation), and email information (for email response). Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.

    For more information, see the Now Assist documentation.