Now Assist in Knowledge Management
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Summary of Now Assist in Knowledge Management
ServiceNow's Now Assist in Knowledge Management enables agents to quickly generate new knowledge articles directly from cases or incidents using the Now Assist panel, classic environment, or configurable workspace. These AI-generated articles help propose faster resolutions to customers, improving support efficiency.
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Key Features
- Generative AI Skills: The tool leverages AI to create knowledge articles that support agents in resolving customer issues more rapidly.
- Flexible Access: Available through multiple interfaces, including the Now Assist panel, classic environment, and configurable workspace.
- Configuration and Activation: Customers can activate and configure generative AI skills to tailor the solution to their needs.
Important Considerations
- AI Limitations: As the application uses AI and machine learning, outputs may not always be accurate, complete, or appropriate. Customers should validate AI-generated content with human oversight, especially in sensitive domains like healthcare, finance, or security.
- Data Processing and Privacy: Data is transferred from customer instances to centralized ServiceNow environments and possibly third-party cloud providers, managed under ServiceNow's compliance policies.
- Data Collection and Opt-Out: ServiceNow collects input, output, and edits to improve AI models. Customers have the option to opt out of future data collection if desired.
- Compliance: Use of this application is subject to ServiceNow’s AI Acceptable Use Policy, which customers agree to follow.
Next Steps for Customers
- Activate and configure Now Assist in Knowledge Management to begin generating knowledge articles.
- Use the AI-generated articles to enhance case and incident resolution efficiency.
- Monitor and validate AI outputs to ensure accuracy and appropriateness for your environment.
- Consult the Knowledge Management community forum and Known Error Portal for additional support and resources.
- Contact Customer Service and Support if needed.
Use ServiceNow Now Assist in Knowledge Management to generate a new knowledge article for a case or incident via the Now Assist panel, classic environment, or the respective configurable workspace. Agents can use these articles to propose quicker resolutions to customers.
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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. Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.