Configuring Now Assist for Telecommunications, Media and Technology (TMT)

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 2 min. de leitura

    • Configure the Now Assist for Telecommunications, Media and Technology (TMT) application so that your agents can use the generative AI skills in the CSM/FSM Configurable Workspace and in Core UI.

    Antes de Iniciar

    Role required: admin

    Por Que e Quando Desempenhar Esta Tarefa

    Use the Now Assist Admin console to configure Now Assist for TMT. For information needed to install the Now Assist plugins and configure generative AI skills, see Overview tab in Now Assist Admin.
    Tabela 1. TMT features and skills in the Now Assist Admin console
    TMT features Skills
    ADR
    • Service problem case sentiment analysis
    • Comprehensive summary of linked records
    • Deadlock letter draft generation
    • Resolution notes generation for ADR
    Telecommunications Customer 360 Generate Telecom Customer 360 Insights
    Service Problem Case
    • Case summarization
    • Resolution notes generation
    • Test summarization
    • Knowledge generation
    • Customer service summary
    Customer Success Management
    • Account onboarding case summarization
    • Engagement summarization
    • Touchpoint summarization
    • Customer play summarization
    • Internal play summarization
    • Success initiative summarization
    • Analyze metric trend
    • Risk signal and issues summarization
    • Lookup similar engagements
    • Draft risk closure notes
    • Renewal insight engine
    Service Exchange Transform mapping
    Data Center Remote Hands Case Summary
    Nota:
    The ServiceNow® large language model (Now LLM Service) is currently the only provider for this Now Assist application's skills.

    Procedimento

    1. Install the Now Assist for Telecommunications, Media and Technology (TMT) plugin (sn_tmt_gen_ai).
    2. Navigate to All > Now Assist Admin > Now Assist Skills.
      If you’re already in the Now Assist Admin console, you can select the Now Assist Skills tab on the screen.
    3. Activate and configure the skills for the Now Assist for TMT features.
      These features are grouped under the Customer workflow group. Each feature has its associated skills.
    4. Select TMT under the Customer workflow group.
    5. On the Now Assist skills for TMT page, select Activate skill for the skill that you would like to activate.
      The page for the skill that you activated opens with the General details section highlighted.
    6. Review the inputs for the selected skill.

      The input table fields are read-only. For information about the inputs and triggers for each skill, see Skill inputs for Now Assist for Telecommunications, Media and Technology (TMT).

    7. After reviewing the inputs for the selected skill, select Save and continue to go to the next step.
      You can return to a previous step by using the Back button.
    8. In the Define availability section, choose one of the following:
      • To enable the skill everywhere it is available, select Skill is always available.
      • To manually set the conditions for when the skill is available, select Customize skill availability.
    9. After you configure the skill availability, select Save and continue to go to the next step.
    10. Select where you would like to display the skill.
      • To display the skill on the Mobile Agent app, select In-product.
      • To display the skill in the Now Assist panel, select Now Assist panel.

        For the skills that appear in the Now Assist panel, select the down arrow to identify the roles that can use the skill.

    11. After you configure the display for the selected skill, select Save and continue to go to the next step.
    12. Review your choices and select Activate to complete the configuration.

    Resultado

    Your skill is configured.