Now Assist for Fulfiller

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Now Assist Summarization Improvements & Prompt Configurability

What's Inside

Resolution Notes Generation

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Chat Summarization

Knowledge Base Article Generation

Summarization Improvements and Prompt Configurability

Incident Summarization

Watch Sai Sowmya Suruboyina, Sr. AI Implementation Engineer, discuss Incident Summarization updates.

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Summarization Improvements and Prompt Configurability

Incident Summarization Demo

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Summarization Improvements and Prompt Configurability

Review the highlights

Limited usage of custom fields in Summarization

Refresh Summary

Now Assist for ITSM, HRSD, & CSM

Now Assist for ITSM, HRSD, & CSM

Transfer Summary mismatch

Two Save buttons on SOW

Now Assist for ITSM

Now Assist for HRSD

Resolution Notes Generation

Resolution Note Generation

Gain insights and troubleshoot common issues with Now Assist Resolution Note Generation.

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Resolution Notes Generation

Resolution Note Generation Demo

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Resolution Notes Generation

Review the highlights

Now Assist for HRSD only

• Close Complete UI action on Core UI does not generate the pop-up to generate resolution notes
• HR agent workspace- resolution notes generation pop-up displays an AI generated summary

Follow the ServiceNow Community article below to show additional fields:

Currently, there is no feedback mechanism (thumbs up/thumbs down) within resolution notes generation. However, this will be introduced as an enhancement in early 2025.

Resolution Notes

Resolution Notes mismatch

Feedback Mechanism

Additional fields

Chat Summarization

Chat Summarization

Gain insights from Akanksa Kaushal, Sr. AI Implementation Engineer, on common issues with Now Assist Chat Summarization.

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Chat Summarization

Chat Summarization Demo

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Chat Summarization

Review the highlights

Chat summaries not showing in bulleted form

Irrelevant details in short description

Knowledge Base Article Generation

Knowledge Base Article Generation

Watch as Deep Shika, AI Implementation Engineer, discusses insights and common issues with KB Article Generation.

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Knowledge Base Article Generation

KB Article Generation Demo

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Knowledge Base Article Generation

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Now Assist KB Generation

New Article Templates Support

For ITSM only, this skill does not honor roles specified in Admin Consile

Future enhancements to KB Knowledge article templates are in the works.

Phased go-lives

Now Assist for Fulfiller Best Practices

Process understanding

Post go-live monitor

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Check prerequisite & data privacy requirements

Identify Customizations

Validation group

Check your Knowledge

1/2

Check your Knowledge

2/2

Now Assist Skills Resources

ServiceNow Community

Now Assist for Partners

Now Learning

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Knowledge Base Generation

Users without specified roles can still generate knowledge articles

Write a great headline

Our brain is wired to consume visual content. Some data: 90% of the information we process comes through sight, and we process visual content up to 60,000 times faster than text. That's why visual communication is more effective.

Phased go-lives

Start with a pilot group. Gather feedback, and incorporate it. Then, scale to other users (departments, geographies, etc.)

Chat Summarization

• When user/agent ends the chat, the generated short description on the interaction includes irrelevant details
• This issue was resolved in Q4 2024

Post go-live monitor

Monitor AI logs for any erroneous GenAI calls and adoption.

Identify Customizations

Look for any customizations before engaging. Certain customizations can block Now Assist calls, interfere with custom buttons, fields, view rules.

Knowledge Base Article Templates

• Now Assist KB article generation only supports standard/incident KCS templates
• Future enhancement to include custom templates in the KB article generation process (Q1 2025)

Process Understanding

Understand the process in which AI Agents work i.e., how cases are reassigned, or resolution is provided.

Validation group

Identify the user group to be targeted for testing/validation. Most issues can be resolved with in the UAT itself.

Chat Summary

The Chat Summary that is generated after the chat has ended is not in bulleted format. This is scheduled to be resolved late 2024/early 2025.

Check prerequisite & data privacy requirements

Don't go directly into solutioning mode- understand the requirement and check the prerequisites.