Configure Now Assist for HR Service Delivery (HRSD)

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Configure Now Assist for HR Service Delivery (HRSD)

    ServiceNow administrators with thesnhrcore.adminrole can configure the Now Assist for HR Service Delivery (HRSD) application to enable generative AI capabilities in Agent Workspace for HR Case Management and Core UI. This configuration empowers HR agents with AI-driven assistance to enhance productivity and case resolution efficiency.

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    The Now Assist Admin console centralizes plugin installation and configuration of generative AI skills tailored for HRSD, supporting a variety of AI-powered features such as chat reply recommendations, case summarization, resolution notes generation, and sensitivity detection. Access to features depends on your ServiceNow licensing tier.

    Key Features

    • Generative AI skills: Includes chat summarization, sidebar discussion summarization, resolution notes generation, email recommendations, sensitivity detection, journey summarization for managers, and more.
    • Skill Configuration: Each AI skill can be activated and customized with specific triggers (when the skill runs), inputs (data sources), availability conditions, access controls (by roles), and display settings (where the skill appears).
    • Plugin Installation: The snhrgenai plugin must be installed first, following the prescribed plugin dependencies and activation order.
    • Virtual Agent Integration: Enable conversational AI for HR service requests via Virtual Agent, improving self-service options and reducing operational costs.
    • Manager Insights and Voice AI Agents: Configure AI-generated summaries and conversational voice agents to support managers and employees.
    • Restricted Caller Access (RCA): Manage access requests and restrict Now Assist capabilities on sensitive employee relations cases.
    • Customization and Experimentation: Skills can be tailored to specific business needs, including attachment summarization and fine-tuning resolution notes.

    Configuration Process

    • Access: Navigate to All > Now Assist Admin > Skills to view and activate HRSD-related AI skills grouped under the Employee workflow group.
    • Guided Setup: Follow a consistent configuration workflow for each skill, adjusting triggers, inputs, availability, access roles, and display locations.
    • Activation: Save and activate configurations uniformly across all Now Assist skills.
    • Additional Setup: Configure Virtual Agent topics and AI voice agents from the HR Service Delivery AI Agent Collection to extend conversational AI capabilities.

    Practical Benefits for ServiceNow Customers

    • Streamlines HR case management by automating note-taking, summarization, and recommendations, thereby reducing manual effort.
    • Enhances agent productivity and service quality with AI-driven insights and content generation.
    • Provides secure, role-based access to AI features, ensuring compliance with organizational policies.
    • Supports self-service and conversational experiences for employees and managers, improving user satisfaction and operational efficiency.
    • Offers flexibility to customize and optimize AI skills tailored to specific HR workflows and organizational requirements.

    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: sn_hr_core.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
    • Employee information summarization
    • Manager insights
    Note:
    Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see ServiceNow product tiers.

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

    Procedure

    1. Install the Now Assist for HR Service Delivery (HRSD) plugin (sn_hr_gen_ai).
      Note:
      For information about the plugin dependencies and plugin activation order, see Supporting information for Now Assist for HRSD.For information about the installation process, see Install Now Assist plugins.
    2. Navigate to All > Now Assist Admin > Skills to access the Now Assist Skills tab of the Now Assist Admin console.
    3. Activate and configure the skills for the Now Assist for HR Service Delivery (HRSD) features.
      Note:
      These features are grouped under the Employee workflow group. Each feature has its associated skills.
    4. On the skill that you would like to activate, select Activate Skill.

    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.