Configure Now Assist for HR Service Delivery (HRSD)

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

    • If you have the admin role, you can configure the Now Assist for HR Service Delivery (HRSD) application so that your agents can use the generative AI capabilities in Agent Workspace for HR Case Management and Core UI.

    Role required: admin

    Use the Now Assist Admin console to configure Now Assist for HR Service Delivery (HRSD). This console contains everything that you need to install the plugins and configure the generative AI skills. For additional information, see Overview tab in Now Assist Admin.

    The following list contains skills that you can access from the Now Assist Admin console.
    • Chat reply recommendation
    • Chat summarization
    • Sidebar discussion summarization
    • Case summarization
    • Resolution notes generation
    • KB generations
    • Email recommendation
    • Sensitivity detection
    • Journey generation for managers
    • Journey summarization for managers
    • Persona assistant

    Now LLM Service is currently the only provider for this Now Assist application's skills.

    General Configuration Steps

    Each skill has its own configuration process. However, skill activation follows the same guided setup. What configuration steps are required varies depending on the skill.

    Common configuration components include the following:
    • Trigger: Allows you to configure the circumstances in which a skill is generated. For example, chat summarizations can be configured to generate when the chat handoff is done from a live agent to a live agent.
    • Input: Configure the data used to create the information generated by the skill. For example, resolution notes information is generated from the description, short description, work notes, and the additional comments fields of existing case notes.
    • Availability: Customize how and when the skill capability is active and accessible. For example, email reply recommendations can be configured to be always available, or defined using the condition builder to determine whether a user can activate the skill.
    • Access: Determine who can access this skill. By selecting specific roles, you control who can use it. The roles you choose are also available in the next step, Select display.
    • Display: Determine where the skill appears. For example, the call summarization skill can be configured to display on forms and workspaces or in the Now Assist panel.

    Saving and activating the configuration setup process is the same across all Now Assist skills.