Configure the Investigative case narrative refinement skill in Now Assist for Public Sector Digital Services (PSDS)

  • Release version: Australia
  • Updated March 4, 2026
  • 2 minutes to read

    • Activate and customize the Investigative case narrative refinement skill in the Now Assist for Public Sector Digital Services (PSDS) application so that investigators can use the generative AI skills in CSM Configurable Workspace.

    About this task

    The Investigative Case Management Case narrative refinement skill helps investigators refine a investigative case narrative or case summary for tone, length, and clarity. By activating and using this configuration, investigators can adjust the case summary or narrative with one of several options: Casual, Formal, Shorten, or Elaborate.

    Before you begin

    Important:
    Some Now Assist skills, agents, and agentic workflows are turned on by default. The default behavior works as follows:
    New customers
    When you install a Now Assist product, designated skills, agents, or agentic workflows are turned on automatically.
    Existing customers who are upgrading (starting with Australia Patch 4)
    There is no change to skills, agents, or agentic workflows that are currently enabled and customized.

    An AI asset is turned on if:

    • The Now Assist plugin is installed, but the asset was never turned on.
    • An admin has never adjusted roles for the skill.
    An AI asset is not turned on if:
    • The asset was previously turned on, and then turned off again.
    • An admin has adjusted roles for the asset.
    • Confirm that the following applications and plugins are installed:
      • Now Assist for Public Sector Digital Services (PSDS)
      • Investigative Case Management
      Note:
      Now Assist Admin Console (sn_nowassist_admin) and Now Assist for Platform (sn_genai_platform) plugins must be installed.
    • Perform this task in your ServiceNow instance, ensuring the Now Assist for Public Sector Digital Services (PSDS) Application scope is selected.
    • Role required: admin

    Procedure

    1. Navigate to All > Now Assist Admin > Experiences.
    2. In the side panel workflow list, select Now Assist Context Menu, and select the Configurations related list.
    3. Select ICM Case Narrative.
    4. Select the more actions () icon for that record, and select Activate or Deactivate.
      Note:
      This configuration is Activated by Default.

      Case narrative refinement Al skill configuration list that displays the skill already activated.

    5. To edit the configurations of this skill, select Edit Configurations.
    6. In the workflow side panel, select Configure Experience.
      Here, you can change the default actions for the skill when the AI sparkle icon () context menu is selected in the case narrative field. You can also add and configure tones as necessary for the case narrative output. Tones such as Casual, Formal, Shorten and Elaborate are selected by default.
    7. Select Save and Continue whenever prompted.
    8. Verify that the skill is activated and configured by going to an Investigative case narrative field and opening the Now Assist Context menu.
      Case narrative refinement Al skill is active.