Exploring Now Assist in Knowledge Management

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

    • Use the Now Assist in Knowledge Management application to help agents generate a new knowledge article for a case or incident via the Now Assist panel, classic environment, and configurable workspace.

    The video above shows how an agent can generate a knowledge article with Now Assist from similar incidents in IT Service Management.

    Now Assist in Knowledge Management Overview

    Once activated and configured, Now Assist in Knowledge Management makes the following generative AI capabilities available to an agent:

    • Agents can generate articles from the Now Assist panel.

    • Agents can generate articles from their respective configurable workspace.

    • Agents can also edit and publish articles in the knowledge base.

    Now Assist in Knowledge Management Skills

    The Now Assist in Knowledge Management application includes KB generation skills that enable agents to generate knowledge articles when working on a case or incident. Agents can document the resolutions employing various generative AI features enabled within Knowledge Management and relay them to customers, providing quick resolutions to their queries and issues.

    Now Assist panel

    Agents can use the Now Assist panel available in their workspace. This conversational interface enables agents to generate a new knowledge article related to a case or incident. For more information about the Now Assist panel, see Now Assist panel.

    Now Assist multi-language support

    Agents and authors can use Now Assist multi-language support to generate articles in from incidents, cases and other task types that are documented in languages other than English by using a language selector. For more information see Generate a Knowledge article using multi-language support.

    Now Assist context menu

    Agents and authors can use Now Assist context menu, a content recommendation skill, to elaborate or shorten content within a Knowledge article. For more information see Edit an article using the Now Assist context menu.

    Now Assist identify and review duplicate articles

    Knowledge managers and admins can review duplicate Knowledge articles using the Now Assist identify and review duplicate articles feature. For more information see Identify and review duplicate Knowledge articles.