Now Assist for Workplace Service Delivery (WSD) release notes
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Summary of Now Assist for Workplace Service Delivery (WSD) Yokohama Release Notes
Now Assist for Workplace Service Delivery (WSD) is a ServiceNow application designed to help agents quickly understand case and chat contexts by summarizing case information, generating resolution notes, and summarizing chat interactions. This enables faster and more effective customer resolutions. The Yokohama release includes significant enhancements and new AI-driven workflows to automate and optimize workplace service delivery tasks.
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Key Features
- Agentic Workflows: Automated AI workflows added to improve workplace service processes:
- Manage Temporary Space Closures: Automatically blocks rooms for emergency maintenance and moves existing reservations to alternative locations.
- Help Manage Workplace Reservations: Autonomously updates event reservation details such as time, date, and duration based on workplace case information.
- Optimize Cleaning Activities: Adjusts cleaning and maintenance schedules for maintenance cases based on space utilization rates.
- Automate Map Updates: Assists map administrators by retrieving CAD file sources and managing bulk updates to Indoor Mapping, including handling cases where user input is needed.
- Now Assist Usage Measurement Changes: Transition from a 365-day look-back model to a 365-day burn-down model with contract anniversary-based usage resets, improving usage tracking accuracy.
- Default Skill Activation: For new customers, designated Now Assist skills are enabled automatically upon installation. For existing customers upgrading, previously unconfigured skills are turned on by default, while skills turned off intentionally remain inactive.
- Access Control Configuration: Administrators can configure access control lists (ACLs) in AI Agent Studio to define who can discover and trigger AI agents and workflows, including options for dynamic user or AI user behavior and specifying availability to authenticated or public users.
Activation and Related Information
- Installation: Now Assist for WSD is available via the ServiceNow Store. Customers must request and install it from the store.
- Integration: The application complements other Now Assist capabilities such as the Now Assist Admin console and conversational Now Assist panel, which help agents quickly summarize chats, cases, and resolution notes for improved context and efficiency.
Practical Benefits for ServiceNow Customers
- Faster resolution times through AI-driven summarization and automated workflows.
- Improved workplace management by automating space closures, reservations adjustments, cleaning schedules, and map updates.
- Enhanced control over AI agent access and usage monitoring to align with organizational policies and contracts.
- Simplified deployment and configuration with automatic skill activation and guided setup through AI Agent Studio.
The ServiceNow® Now Assist for Workplace Service Delivery (WSD) application enables agents to summarize case information, generate resolution notes, and summarize the chat information for an interaction. Your agents can understand the chat and case context and propose quicker resolutions to your customers. Now Assist for WSD was enhanced and updated in the Yokohama release.
Now Assist for Workplace Service Delivery (WSD) highlights for the Yokohama release
- Review changes to Now Assist usage measurement.
- Some Now Assist skills, agents, and agentic workflows are on by default.
- Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications.
- Help map admins configure the map during bulk updates to Indoor Mapping using the Automate map updates AI agentic workflow.
- Optimize a maintenance case based on the space utilization rate of the location where a maintenance case is created using the Optimize cleaning activities AI agentic workflow.
- Manage temporary space closures AI agentic workflow for emergency meeting room maintenance. This team of AI agents block a space for maintenance and move any existing reservations from the blocked room to a new location.
- Help manage workplace reservations for updating existing event planning reservations. This team of AI agents retrieve the reservation from workplace case details, analyze the reservation, and update the workplace case notes.
See Now Assist for Workplace Service Delivery (WSD) for more information.
New in the Yokohama release
- Yokohama Patch 6
- Optimize cleaning activities agentic workflow
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Use the Optimize cleaning activities agentic workflow to manage cleaning and maintenance schedules of a maintenance case based on the space utilization rate of the location where a maintenance case is created.
- Automate map updates agentic workflow
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Use the Automate map updates AI agentic workflow to configure the map during bulk updates to Indoor Mapping.
The Map Admin Agent autonomously retrieves the sources for the CAD file and resumes the import task. If the correct source isn't found, the agent moves the task to the Waiting user input state.
- Yokohama Patch 3
- Manage temporary space closures agentic workflow
- Use the Manage temporary space closures agentic workflow when an emergency maintenance request is created.
Table 1. Available agentic workflows Agentic workflows Description Manage temporary space closures AI agentic workflow blocks a room for emergency maintenance and moves any existing reservation from the blocked location to another. - Help manage workplace reservations agentic workflow
- Use the Help manage workplace reservations agentic workflow for updating a planned event reservation's time, date, or duration.
Table 2. Available agentic workflows Agentic workflows Description Help manage workplace reservations AI agentic workflow autonomously reschedules events happening in the workplace and update an existing reservations date, time, or duration.
Changed in this release
- Yokohama Patch 11
- Changes to Now Assist usage measurement
- Starting with Yokohama 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.
- Some Now Assist skills are turned on by default
- The new default behavior works as follows:
- New customers: When you install a Now Assist product, designated skills are turned on automatically.
- Existing customers who are upgrading (starting with Yokohama Patch 11): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive.
- Configure ACLs for AI agents and agentic workflows
- Configure the access control lists for who can discover and trigger AI agents and agentic workflows in their guided setups in AI Agent Studio. You can determine whether an AI agent or agentic workflow behaves as a dynamic user or as an AI user. You can also specify if an AI agent or agentic workflow can be available to all authenticated users or publicly available.
Activation information
Install Now Assist for Workplace Service Delivery (WSD) by requesting it from ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.