Now Assist for Retail Service Management (RSM) release notes
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Summary of Now Assist for Retail Service Management (RSM) Release Notes - Zurich Release
Now Assist for Retail Service Management (RSM) is a new application introduced in the Zurich release to help retail personas efficiently manage and resolve cases. It leverages generative AI to support retail store agents by automating inquiry parsing, searching multiple knowledge sources, generating clear responses, and continuously learning from resolved cases. This application is available via the ServiceNow Store and integrates seamlessly into retail workflows.
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Key Features
- Store Inquiry AI Agent: An intelligent assistant that analyzes incoming store inquiries, identifies key topics such as discount policies and returns, and categorizes them for streamlined processing.
- Intelligent Policy Look-up: Searches across past cases, Knowledge Base articles, and documents to deliver precise and contextually relevant guidance.
- Response Drafting with Policy References: Automatically generates suggested replies using clear policy language, providing traceability by linking to the source material.
- Continuous Learning: Enhances response accuracy by indexing newly resolved inquiries to improve handling of similar future cases.
- Case Information Updates: Allows users to accept, edit, or reject AI-generated suggestions, with automatic updates to case resolution notes and status accordingly.
- Additional Tools: Includes capabilities to update case details, fetch similar cases, retrieve metadata for links, and get current case information to support case management.
- Usage Measurement Update (Zurich Patch 5): Transitioned from a 365-day look-back model to a 365-day burn-down model, resetting usage at the contract anniversary date for more accurate tracking.
Activation and Plugin Information
The Now Assist for RSM plugin requires activation of the com.sn.now.platform plugin. Key new plugins in Zurich include:
- Now Assist for RSM (com.snrtlassistrsm): Provides generative AI features tailored for Retail Service Management.
- RSM AI Agent Collection (com.snrtlrsmagents): A suite of AI tools designed to boost agent productivity and streamline issue resolution with proactive, personalized recommendations.
Related ServiceNow Features
- Now Assist Help: Enhances organizational productivity by improving self-service, recommending actions, and delivering better search results.
- Now Assist Admin Console: Offers easy setup, configuration, and monitoring of Now Assist applications and features.
- Now Assist Panel: A conversational interface within the CSM Configurable Workspace that summarizes chats, cases, or resolution notes to provide quick context.
- Now Assist Skills: Provides AI skills such as case and chat summarization, resolution note generation, and code generation to support various user workflows.
Practical Benefits for ServiceNow Customers
By deploying Now Assist for RSM, ServiceNow customers in retail can expect faster and more accurate case resolution, improved agent productivity, and better customer support experiences. The AI-driven tools reduce manual effort by automating information retrieval and response drafting while maintaining transparency and traceability. The continuous learning capability ensures that the system evolves with your organization’s specific retail scenarios.
The ServiceNow® Now Assist for Retail Service Management (RSM) application supports retail personas in efficiently managing and resolving cases. Now Assist for RSM is a new application in the Zurich release.
Now Assist for RSM highlights for the Zurich release
Zurich Patch 5
- Review changes to Now Assist usage measurement.
Zurich Patch 4
- Enable retail store support agents to use the store inquiry Al agent to:
- Search multiple knowledge sources to generate clear, traceable responses and flag uncertain cases for human review.
- Improve with every resolved query and seamlessly fit into HQ workflows with tailored suggestions.
Important:
Now Assist for RSM is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
Now Assist for RSM features
| AI agent capabilities | Description |
|---|---|
| Automated inquiry parsing | Analyzes incoming questions from stores and identifies key topics like discount policy, returns, and exceptions. It accurately categorizes and tags these inquiries, streamlining the processing and response to store queries. |
| Intelligent policy look-up | Searches across multiple sources—such as past resolved cases, Knowledge Base articles, and their attached documents—to deliver precise and contextually relevant guidance. |
| Response drafting with policy references | Automatically generates a suggested reply using clear policy language and provides the accurate source of the suggested reply for traceability by attaching or linking the reply. |
| Learning from resolved cases | Continuously improves by indexing newly resolved inquiries, which expands its ability to respond to similar future cases. |
| Update case information | Enables users to accept, edit, or reject the suggested resolution, and automatically updates the case resolution notes and status for accepted or edited responses, or adds work notes for rejected responses. |
New in the Zurich release
- Store inquiry AI agent
- The store inquiry AI agent is an intelligent assistant designed to support retail store support agents in efficiently managing and resolving cases.New tools or scripts have been added to support store inquiry case management, including:
- Updating case details: Modifying the current information about a case, such as adding resolution information or updating work notes.
- Fetching similar cases: Retrieving past cases that have similar descriptions to the current case.
- Retrieving metadata for selectable links: Gathering information about a source (like a case or document) to create a selectable link to it.
- Get case details: Retrieving the current information about a case, such as its short description.
Changed in this release
- Zurich Patch 5
- Changes to Now Assist usage measurement
- Starting with Zurich Patch 5, Now Assist usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to KB KB2704710: Now Assist Usage - Overview & New Measurement Logic.
Activation information
The Now Assist for RSM plugin is available with activation of com.sn.now.platform plugin. For more information, see Install Now Assist plugins.
Plugin information
- New plugins
-
The following plugins are new in Zurich:
- Now Assist for RSM (com.sn_rtl_assist_rsm): Generative AI - related features for Retail Service Management that are powered by Now Assist.
- RSM AI agent collection (com.sn_rtl_rsm_agents): The RSM AI agent collection is a Retail Service Management tool that uses generative AI to boost agent productivity and streamline issue resolution. It provides proactive recommendations, enabling faster, smarter, and more personalized customer support.
Related ServiceNow applications and features
- Now Assist
- Help improve the productivity and efficiency in your organization, deliver better self-service, recommend actions, provide answers, and empower your users to search more effectively.
- Overview tab in Now Assist Admin
- Use the Now Assist Admin console to provide you with quick and effortless access to the important information that you need to set up, configure, and monitor Now Assist applications and features.
- Now Assist panel
- Use this conversational interface in the CSM Configurable Workspace to summarize a chat, a case, or resolution notes so that you can get the context of this information more quickly.
- Now Assist skills
- Use the Now Assist products to provide agentic AI skills to meet the needs of users in different workflows, including case or incident summarization, chat summarization, resolution notes generation, and code generation.