Now Assist in Knowledge Management
Summarize
Summary of Now Assist in Knowledge Management
Now Assist in Knowledge Management is a ServiceNow feature that leverages generative AI to help agents quickly create new knowledge articles from cases or incidents. This functionality is accessible via the Now Assist panel, the classic environment, or configurable workspaces. These AI-generated knowledge articles enable agents to propose faster resolutions to customers, improving service efficiency.
Show less
Key Features
- Generative AI Skills: Use AI capabilities within Now Assist to generate knowledge articles tailored to specific cases or incidents.
- Multi-Environment Access: Available through multiple interfaces including the Now Assist panel, classic environment, and configurable workspaces for flexible usage.
- Configuration and Activation: Administrators can activate and configure generative AI skills to suit organizational needs.
- Support Resources: Access to the Knowledge Management community forum, Known Error Portal, and Customer Service and Support for troubleshooting and assistance.
AI Usage Considerations
This application employs AI and machine learning, which may not always produce fully accurate or appropriate results. ServiceNow advises customers to rigorously test AI outputs, apply human oversight, and avoid relying solely on AI-generated content for critical decisions—especially in sensitive areas like healthcare, finance, legal, security, and infrastructure. Compliance with ServiceNow’s AI Acceptable Use Policy is required.
Data Handling and Privacy
Data used by Now Assist is transferred from customer instances to centralized ServiceNow environments, possibly hosted in different geographic regions or third-party cloud providers like Microsoft Azure. ServiceNow manages this data according to internal policies and compliance standards. Inputs and outputs from the application are collected to improve ServiceNow’s AI technologies, with customers having the option to opt out of data collection at any time.
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.
Get started
Troubleshoot and get help
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.