Now Assist for Workplace Service Delivery (WSD) release notes
Summarize
Summary of Now Assist for Workplace Service Delivery (WSD) Release Notes
The ServiceNow® Now Assist for Workplace Service Delivery (WSD) application enhances workplace agent productivity by enabling quick summarization of case information, resolution note generation, and chat interaction summaries. This helps agents efficiently review case and chat contexts to propose timely resolutions to customers. The Zurich release brings updates and new features to further optimize workplace service delivery.
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Key Features
- Case Summarization (Zurich Patch 7): Agents can use the case summarization skill to quickly generate summaries of workplace cases, facilitating faster and more informed action.
- Optimize Cleaning Activities Agentic Workflow (Zurich Patch 1): This workflow manages cleaning and maintenance schedules based on the space utilization rate at the location of a maintenance case, ensuring optimized resource deployment.
- Automate Map Updates Agentic Workflow (Zurich Patch 1): Map administrators can automate bulk updates to Indoor Mapping by auto-retrieving CAD file sources and resuming import tasks. If sources are unavailable, the task flags for user input, streamlining map configuration.
- Usage Measurement Update (Zurich Patch 5): The Now Assist usage measurement model has changed from a 365-day look-back to a 365-day burn-down model, resetting usage at the contract anniversary date for clearer tracking.
Activation and Availability
Now Assist for WSD is available via the ServiceNow Store. Customers must request installation through the store to activate the application.
Related Features
- Now Assist: Enhances organizational productivity by improving self-service, recommending actions, and supporting effective search and response.
- Now Assist Admin Console: Provides administrators with streamlined setup, configuration, and monitoring tools for Now Assist applications.
- Now Assist Panel: A conversational interface that supports quick summarization of chats, cases, and resolution notes to provide context efficiently.
The ServiceNow® Now Assist for Workplace Service Delivery (WSD) application enables workplace agents to summarize case information, generate resolution notes, and summarize the chat information for an interaction. Your workplace agents can review the chat and case context to propose resolutions quickly to your customers. Now Assist for WSD was enhanced and updated in the Zurich release.
Now Assist for Workplace Service Delivery (WSD) highlights for the Zurich release
Zurich Patch 7: Summarize workplace cases by using Now Assist for WSD.
Zurich Patch 5: Review changes to Now Assist usage measurement.
- Help map admins configure the map during bulk updates to Indoor Mapping using the automate map updates 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 agentic workflow.
See Now Assist for Workplace Service Delivery (WSD) for more information.
New in the Zurich release
- Summarize a workplace case using Now Assist for WSD
- Use the case summarization skill to summarize the case context and take appropriate action.
- Optimize cleaning activities agentic workflow
- 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
- Use the automate map updates agentic workflow to configure the map during bulk updates to Indoor Mapping.
The map admin gent 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.
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
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.