KB generation

  • Release version: Xanadu
  • Updated August 15, 2024
  • 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 KB generation

    KB generation using Now Assist enables ServiceNow agents to efficiently create draft knowledge articles based on resolved cases, incidents, or work order tasks. This AI-powered capability helps agents address common user concerns quickly by generating article content that they can review, edit, and publish.

    Show full answer Show less

    Agents can create knowledge articles within various ServiceNow environments including CSM Configurable Workspace, Service Operations Workspace for ITSM, HR Agent Workspace, CSM/FSM Configurable Workspace, the classic environment, or directly via the Now Assist panel. Activation of appropriate plugins, such as the KCS Integration for Incident Management, is recommended to enable article creation from specific records.

    Key Features

    • Generates article drafts from input fields like short description, description, resolution notes, close notes, work notes, and comments.
    • Supports multiple workflows and products, including IT Service Management (ITSM), Customer Service Management (CSM), Field Service Management (FSM), and HR Service Delivery (HRSD).
    • Integration with Now LLM Service as the AI provider for generating content.
    • Available in various workspaces and classic environment, providing flexibility in where agents can create knowledge articles.
    • Enables generation of knowledge articles from single or multiple cases.

    Practical Use for ServiceNow Customers

    By leveraging KB generation with Now Assist, customers can streamline the knowledge management process, reduce manual effort in article creation, and improve the consistency and quality of knowledge base content. This capability empowers agents to capture and share resolutions effectively, aiding in faster issue resolution and better self-service for end users.

    To utilize this feature, customers should ensure the necessary plugins are activated for their specific workspace or product and train agents to use the Now Assist panel or workspace-integrated options to generate and finalize knowledge articles.

    You can quickly write drafts of knowledge articles based on cases, incidents, or work order tasks with Now Assist. Generating article content with artificial intelligence (AI) enables agents to write efficiently as they address common user concerns.

    KB generation overview

    Now Assist can create drafts of knowledge articles on how to resolve a case, an incident, or a work order task for agents to review and edit before publishing. Articles can be created in CSM Configurable Workspace, Service Operations Workspace for ITSM, Agent Workspace for HR Case Management, CSM/FSM Configurable Workspace, classic environment, or in the Now Assist panel. As a prerequisite to creating knowledge articles, it is recommended to activate the appropriate plugins for the respective workspaces. For example, to create a knowledge article from an incident, activate the Activate KCS Integration for Incident Management plugin (com.snc.incident.knowledge).

    The following fields are used as inputs:

    • Short description
    • Description
    • Resolution notes
    • Close notes
    • Work notes
    • Comments
    Note:
    Now LLM Service is the provider for this Now Assist skill.

    Once a Now Assist application is installed, the agent will have the option to use Now Assist to generate a knowledge article on cases that are resolved and closed, incidents that are resolved, as well as work order tasks that are closed complete or closed incomplete.

    In this example, an agent working in the CSM Configurable Workspace has the option to use Now Assist to draft an article.

    Figure 1. Generating a new knowledge article in the CSM Configurable Workspace
    Dialog box in the CSM Configurable Workspace for creating a new knowledge article with a banner suggesting Now Assist help with writing for an agent to review, edit, and publish

    In this example, an agent has used the Now Assist panel to start a draft from a resolved incident in the classic environment. After an article draft is generated, the agent clicks a link to review, edit, and publish the article.

    Figure 2. Generating a knowledge article in the Now Assist panel
    The Now Assist panel used to generate a knowledge article from an incident in the classic environment.

    Generating knowledge articles

    You can generate knowledge articles in the following products.

    Availability

    This skill is available in the workflows and products listed below.

    Table 1. Now Assist products and workflows
    Workflow Product
    Technology Now Assist for IT Service Management (ITSM)
    Customer

    Now Assist for Customer Service Management (CSM)

    Now Assist for Field Service Management (FSM)
    Employee Now Assist for HR Service Delivery (HRSD)