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

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read

    • 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.

    Before you begin

    Role required: admin

    About this task

    Use the Now Assist Admin console to configure Now Assist for TMT. This console contains everything that you need to install the plugins and configure the generative AI skills. For additional information, see Now Assist Admin console.
    Table 1. TMT features and skills in the Now Assist Admin console
    TMT features Skills
    Service Problem Case
    • Case summarization
    • Resolution notes generation
    • Test summarization
    Note:
    The ServiceNow® large language model (Now LLM Service) is currently the only provider for this Now Assist application's skills.

    Procedure

    1. Install the Now Assist for Telecommunications, Media and Technology (TMT) plugin (sn_tmt_gen_ai).
    2. Navigate to All > Now Assist Admin > Features and access the Features tab of the Now Assist Admin console.
      If you’re already in the Now Assist Admin console, you can select the Now Assist Features 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. In the Select product field, select TMT.
      Service Problem Case skills
    5. On the feature card that is associated with the skill that you would like to activate, select View details.
    6. In the All available skills section, select Activate skill.
    7. 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 TMT.

    8. 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.
    9. 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.
    10. After you configure the skill availability, select Save and continue to go to the next step.
    11. 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.

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

    Result

    Your skill is configured.