Zurich Enable AI

Release: zurich
ft:locale: English
ft:publication_title: Zurich Enable AI
ft:clusterId: platai
bundleId: platai
workflow: Platform

Enable AI experiences
ServiceNow AI implementation
Now Assist organization and tools
AI governance
Data readiness
Application readiness
Knowledge Base readiness
Service Catalog readiness
AI Search readiness
Now Assist in Virtual Agent readiness
Understanding LLMs
Solving installation and configuration issues
Now Assist AI assets
AI assets on by default
Now Assist skills
Skills in the Platform workflow
Article optimization
Catalog item form slot-fill
Conversational Help
Extract information from documents
Knowledge content recommendation
Potential knowledge gaps
Navigation
Now Assist in Standard Ticket Page
Requester Approval Checklist skill
Smart Documents skill
Now Assist agentic workflows
Platform agentic workflows
Analyze task trends
Classify tasks
Generate my work plan
Generate resolution plan
Identify ways to improve service
Investigate problems
Process images for new tasks
Propose survey responses
Platform AI agents
Approval assistance AI agent
Issue Readiness AI agent
Request status AI agent
Large language models on the ServiceNow AI Platform
Now LLM Service updates
Writing instructions for large language models
Long term stable models
Discrepancies when using different AI search tools
Providers and Models
Create a model
Now Assist
Exploring Now Assist Admin
Overview tab in Now Assist Admin
Now Assist Experiences
Now Assist panel
Activate Now Assist panel assistants
Standard chat
Enhanced chat
Activate Now Assist panel enhanced chat
Enable voice input for Now Assist panel
Now Assist context menu
Email recommendations using the Now Assist context menu
Summarize records with the Now Assist context menu
Improve Docs content in Strategic Portfolio Management with Now Assist context menu
Generate KB article with Now Assist context menu
Now Assist context menu usage dashboard
Use Now Assist context menu for custom skill deployment
Create Now Assist context Menu configuration
Create multiple Now Assist context menu skill configurations
Analyzing Now Assist performance
Exploring Now Assist Analytics
Configuring Now Assist Analytics
Installing Now Assist Analytics
Map a skill to a dashboard
Using Now Assist Analytics
Usage and adoption
Self-Service performance
Skills performance
Skill details
Custom skill details
Now Assist Guardian analytics
User search analyzer
Now Assist context menu analytics
Now Assist Analytics reference
Now Assist Analytics roles
Now Assist Analytics dashboard indicator details
Now Assist Admin Settings
Multilingual service for Now Assist applications
Translation for Now Assist
Microsoft Azure OEM for Dynamic Translation in Now Assist
Data sharing and processes
Configure Now Assist privacy policies
Opt out of data sharing for Now Assist
Configure Now Assist data overflow processing
Assign the data steward role
Now Assist Guardian
Activate offensiveness protection for generative AI
Configure prompt injection attack protection
Configure sensitive topic filters
Export Now Assist Guardian logs
Manage AI models
Manage model providers
Manage Integration
Manage version
Review Now Assist account
Configuring Now Assist Admin features
Install Now Assist plugins
Turn on the Now Assist panel
Using Now Assist Admin
Activate a Now Assist skill
Configure chat summarization and chat reply recommendation skills
Configure email reply recommendation
Edit a Now Assist skill
Make a copy of a Now Assist skill
Configure case or incident summarization in the Now Assist Admin console
Analyzing Now Assist usage
Now Assist reference
Default and target model version
Domain separation in the Now Assist Admin console
Fetch end points in Now Assist Conversational Help skills
Now Assist Admin roles
User data usage policy for Now Assist
Troubleshoot a Now Assist skill
Generative AI Controller
Exploring Generative AI Controller
Domain separation and Generative AI Controller
Configuring Generative AI Controller
Installing Generative AI Controller
Configuring API credentials for generative AI capabilities
Configure API Credentials for Aleph Alpha
Amazon Bedrock
Configure API credentials for Azure OpenAI
Configure API credentials for Google AI Studio
Create API credentials for Google Vertex AI
Configure API credentials for IBM watsonx
Configure API credentials for OpenAI
Configure API credentials for a generic large language model (LLM) connector
Configure a generic large language model (LLM) connector
Set a provider for a generative AI capability
Select a model for Amazon Bedrock
Configure small talk filters
Configure AI search answers capability for web search
Enable recursive summarization for large inputs
Enable Dynamic Translation for capabilities in Generative AI Controller
Disable Dynamic Translation for LLM Virtual Agent conversations
Configure rate limiting for providers
Bring your own key for third-party AI provider integration
Reference for Generative AI Controller
Now Assist AI agents
Explore
AI Agent Studio
Understand the Now Assist AI agents
In-product agentic AI
AI agents best practices
Writing effectively for agentic AI
Example AI agent
Example agentic workflow
Group Action Framework
Version control
Security for AI agents
AI agent learning
Configure
Install Now Assist AI agents
Enable Now Assist Guardian
Set up long-term memory
GAF
Set up AI Search for GAF
Multiple conversations
Citations in Now Assist AI agents
Hide citations
Follow-up conversations
Usage, failure, and latency notifications
Role masking
Create an AI agent
Find AI agents
Define the specialty
Add tools and information
Catalog item
Conversational topic
Desktop action
File upload
Flow action
Knowledge Graph
Now Assist skill
Record operation
Script
Search retrieval
Subflow
Web search
Define security controls
Add a trigger
Select channels and status
Duplicate an AI agent
Modify an AI agent
Test execution manually
Test user access
Delete an AI agent
Create an external agent
Integrating external AI agents
ServiceNow AI agents as secondary agents
Manual integration
Agent2Agent
Create an agentic workflow
Define key requirements
Define security controls
Add a trigger
Select channels and access
Duplicate an agentic workflow
Activate an agentic workflow template
Modify an agentic workflow
Test execution manually
Test user access
Delete an agentic workflow
Deploy AI voice agents
Install Now Assist AI voice agents
Create an AI voice assistant
Configure custom assistant
Create an AI voice agent
Integrating voice assistant with CCaaS provider
Integrate voice assistant with Twilio
Integrate voice assistant with Genesys
Integrate voice assistant with mobile app voice launcher
AI voice agent analytics
AI voice agent reference
Evaluate agentic AI
Create a custom metric
Agentic evaluation parser tool
Guidelines for evaluations
Examples of using AI agents
Resolve an incident
Review and update tickets
Reference
Domain separation
AI Agent Analytics dashboard
Agentic evaluation run results
Model Context Protocol Client
Explore
Configure Model Context Protocol Client
Install Model Context Protocol Client
Add an MCP server in AI Agent Studio
Add MCP server with OAuth 2.1
Add MCP Server with API key
Add MCP Server with Others
Add MCP tool
Test AI agent
Model Context Protocol Client reference
Now Assist Data Kit
Exploring Now Assist Data Kit
Configuring Now Assist Data Kit
Install Now Assist Data Kit
Using Now Assist Data Kit
Add a dataset
Create a derived dataset
Generate synthetic data
Select the sample data
Define columns to generate data
Synthetic data generation skills
Add a ground truth to each dataset record
View data insights
Find and cleanse sensitive data
Now Assist Data Kit reference
Now Assist Data Kit roles (sn_data_kit.analyst)
Now Assist Data Kit roles (sn_data_kit.admin)
Now Assist Skill Kit
Exploring Now Assist Skill Kit
General guidelines for Now Assist Skill Kit
Scoping the skill
Creating a dataset using Now Assist Skill Kit
Developing the prompt
Evaluating the prompt
Deploying and monitoring the skill
Example use case for Now Assist Skill Kit
Security for Now Assist Skill Kit
Configuring Now Assist Skill Kit
Configure a skill prompt
Configure skill deployment settings
Example deployment with Workflow Studio
Configure security controls for a skill
Using Now Assist Skill Kit
Create a skill
Clone and edit a ServiceNow skill
Create a prompt
Add a tool
Add a retriever
Retriever chunking and reranking
Add a web search
Add Predictive Intelligence
Add Document Intelligence
Use prompt assistance
Test a prompt
Evaluate a prompt
Finalize and publish a skill
Activate a skill
Call a custom skill from a script
Now Assist Skill Kit reference
Now Assist Skill Kit roles
Field of use for Now Assist Skill Kit
Web search custom skill
AI Control Tower
Exploring AI Control Tower
AI Control Tower dashboard
AI Control Tower Home
Overview tab
AI strategy tab
AI asset inventory tab
Value tab
Health tab
Risk and compliance tab
AI cases tab
Security and Privacy tab
AI Gateway tab
AI assets
AI asset inventory
View AI asset details
Evaluation in the Virtual Agent's asset record
AI asset lifecycle
Approvals
Cases
Inquiries
AI strategies and goals
AI Task
Configurations
Data sharing, processing, and privacy in AI Control Tower
Controls
Explore Approvals
Explore AI model providers
Multi-instance Setup
AI Gateway
Playbooks
Product Owner portal
My overview tab
AI portfolio tab
Definitions of AI asset inventory
AI systems
Example of an AI system
AI models
Prompts
Datasets
Inter-dependencies
Explore Third-party LLMs and regions
Explore Now Assist AI asset discovery
Enterprise AI discovery: Unlock Visibility, Governance & Value
AI discovery setup
Create hyperscaler connections
Azure AI Foundry
Configure Azure portal
Connect to Azure AI Foundry from ServiceNow
AWS Bedrock
Configure AWS Bedrock console
Connect to AWS Bedrock from ServiceNow
Asset discovery
Usage
Google Cloud Platform (GCP) Vertex AI
Configure a Google Cloud Platform (GCP) service account
Connect to Google Cloud Platform (GCP) Vertex AI from ServiceNow
Copilot Studio
Configure Copilot Studio
Connect to Copilot Studio from ServiceNow
AI Gateway
Process flow of MCP servers Via AI Gateway
Add an MCP server
MCP server approval request
Setting up for connections with AI Gateway
View the MCP server record
Connect to MCP servers Via AI Gateway
Connecting with Microsoft Copilot Studio Via AI Gateway
Configuring AI Control Tower workflows
Activation and installation of AI Control Tower
Configure AI Control Tower
Configure Multi-instance management for AI Control Tower
Configure third-party LLMs using AI Control Tower
Using AI Control Tower
Create an AI Control Tower Playbook Workflow
Create an Now Assist approval task
Creating AI assets
Create AI system assets
Create AI model assets
Create prompt assets
Create dataset assets
Creating requests for AI assets
Create change request for AI assets
Create off-boarding requests for AI systems
View AI assets by lifecycle stage
Complete AI asset lifecycle
Using value templates
Create a new value template
Edit a value template
Create a new value template mapping
Assign a default template
Review a value template mapping
Create an AI case in the AI Control Tower
Create new AI case form
Create an AI issue in the AI Control Tower
Create new AI issue form
AI Control Tower Reference
Add value template form
AI Control Tower roles
AI Risk and Compliance roles
Tables installed with AI Control Tower
AI asset data model attributes
Evaluation dashboard References
Components installed with the Evaluation dashboard
Evaluation metrics and calculations
Evaluation flow
Evaluation flow for batch evaluations
Knowledge Graph
Exploring Knowledge Graph
Access Knowledge Graph Schema
Leverage Knowledge Graph prebuilt integration with Now Assist Virtual Agent and Now Assist Panel
Leverage Knowledge Graph prebuild integration with AI agents
Natural language queries use cases and examples
Workflow Data Fabric integration with Knowledge Graph
Configuring Knowledge Graph
Configure LLM for Knowledge Graph
Configure Microsoft OneDrive application for Knowledge Graph
Using Knowledge Graph Designer
Create a Knowledge Graph schema
Edit a Knowledge Graph schema
Manage nodes in a Knowledge Graph schema
Add or delete edges to a Knowledge Graph schema
Test a Knowledge Graph schema
Analyze Knowledge Graph logs for debugging
Create a copy of a Knowledge Graph schema
Using Enterprise graph schema
Tagging in Knowledge Graph
Create and manage Knowledge Graph tags
Setting up Enterprise graph in sub-production instance
Initial setup for Enterprise Graph schema in production instance
Access Enterprise Graph schema
View and manage Enterprise Graph schema
Select multiple tables
Test an Enterprise Graph schema
Reference for Knowledge Graph
Knowledge Graph roles
Knowledge Graph Admin [kg_admin]
MCP Server Console
Explore
Configure
Create a server
Create a tool
Connect
Reference
Now Assist skill support in MCP Server Console
Installed components
Now Assist Readiness Evaluation
Explore
Configure
Run the GenAI/AgenticAI Assessment scheduled job
Configure the Now Assist Readiness Evaluation guided setup
Use
Using Now Assist Readiness Evaluation dashboard
Agentic AI - Assessment dashboard tab
Now Assist assessment dashboard tab
Assessing go or no-go
Reviewing your Now Assist assessment
Reviewing your agentic AI assessment
Reference
Now Assist Readiness Evaluation system properties
Natural Language Understanding
Exploring Natural Language Understanding
Activate the NLU Workbench
NLU Workbench roles
NLU Workbench properties
NLU language support
NLU Service updates
NLU models
Model management
Creating models
Create an NLU model from blank
Create an NLU model from a CSV file
Create an NLU model using a pre-built model
Duplicate an NLU model
Export an NLU model
Add an NLU model to an update set
Delete an NLU model
Build and train your model
NLU intents
Create an NLU intent
Reusing intents from prebuilt NLU models
Import an NLU intent
Resolve intent issues
NLU entities
Create a simple entity
Create a mapped entity
Create a pattern entity
Create a system-derived entity
Create an open-ended entity
Import entities
Using regular expressions in entities
NLU vocabulary
Create a regular vocabulary item
Create a pattern vocabulary item
Create a list vocabulary source
Create a table vocabulary source
Sync a table vocabulary source
Pre-built vocabulary
Test set creation and management
Train and try your NLU model
Test panel feedback
Test and publish your model
Test your model
Publish your NLU model
Compare draft and published versions of your NLU model
Irrelevance detection in NLU
Tune your model
NLU model settings
Multilingual model management
Model language grouping
Translate a multilingual model
Enable or disable a secondary model intent
Assign an NLU editor to a model
Import primary model content to a secondary model
Virtual Agent and NLU Workbench integration
NLU Workbench - Advanced Features
Install NLU Workbench - Advanced Features
Components installed with NLU Workbench - Advanced Features
Multi-model Batch Testing
Create a test set
Run a multi-model batch test
Cross-model Conflict Review
NLU Model Performance
NLU Expert Feedback Loop
Issue Auto Resolution Tuning in NLU
Issue Auto Resolution tuning options
Intent Discovery
Install Intent Discovery
Components installed with Intent Discovery
Natural Language Query
Exploring Natural Language Query
Using Natural Language Query
Configuring NLQ
Create an NLQ synonym
Create an NLQ shortcut
View NLQ logs
View NLQ Table Guesser logs
Natural Language Query References
NLQ properties
Natural Language Query roles
Agentic Desktop
Explore
Design workspace
Execution workspace
Supporting information
Configure
Download installer
Design desktop actions
Auto-capture steps
Manually capture steps
Add details
Test and activate
Screen, anchor, and step properties
Create AI Agents
Desktop action
Desktop action examples
Example: Badge management automation
Example: Shipping order processing
Execute desktop actions
Example: Automatically process badge-related requests
Example: Automatically enter data into the shipping management app
Reference
Components installed
System requirements and limitations
Predictive Intelligence
Explore Predictive Intelligence
Predictive Intelligence frameworks
ServiceNow apps and features that use Predictive Intelligence
Install Predictive Intelligence
Configure Predictive Intelligence
Database View support for Predictive Intelligence
Configuration tips for Predictive Intelligence
Create a custom stopwords list
Create a word corpus
Quick start tests for Predictive Intelligence
Activate solution version
Export trained solutions to production
Configuring advanced settings for your ML solutions
Configure class recall for a classification solution
Configure TF-IDF for solutions
Configure XGBoost for classification or regression solutions
Configure DBSCAN for a clustering solution
Configure HDBSCAN for a clustering solution
Configure Connect Component algorithm and Levenshtein Distance method for a clustering solution
Config parameters for model config in classification
Use LightGBM algo for classification model training
Minimum records needed for label to include it
Configure include only top N labels
Remove others label
Creating and training solutions
Create and train a classification solution
Exclude a class from prediction
Exclude a class from solution training
Tune a trained classification solution
Configuring target metrics for a trained classification solution
Using Group By for classification
Model Explainability
Create and train a similarity solution
Update your similarity score threshold
Create and train a clustering solution
Assign a name to a cluster
Generate a representative sample of a cluster
Apply purity on a clustering solution
Analyze a cluster with Cluster Insight
Create and train a regression solution
View solution training progress
Review classification solution statistics
Review solution similarity examples
Using Predictive Intelligence
Using Machine Learning APIs
Reviewing your ML solution training jobs
Use Predictive Intelligence in Workflow Studio with ML actions
Using MLSolutionFactory scriptable objects
Preserve ML solutions during a system clone
Testing and monitoring predictions
Test a classification solution prediction
Test a similarity solution prediction
Track classification prediction results over time
Reviewing prediction errors with the Observability Dashboard
Predictive Intelligence references
Domain separation and Predictive Intelligence
Data Encryption in Predictive Intelligence
Predictive Intelligence language support
Predictive Intelligence properties
Predictive Intelligence roles
Now Assist in Document Intelligence
Explore
Use cases
Document Intelligence workspace
Supporting information
Configure
Activate a skill
Set up a use case
Turn on Full automation mode
Change the use case LLM
Edit a use case
Make a copy of a use case
Deactivate a use case
Delete a use case
Use
Review extracted information
Reference
Components installed
Data extraction modes
Document and visual insights AI agent
Document Intelligence in Now Assist Skill Kit
Field types
Forms
Question form
Field form
Table form
Limitations
LLMs
Supported languages
Document Intelligence
Explore
Configure
Set up DocIntel
Install DocIntel
Upgrade to version 3.0 or later
Configure settings
Set up document extraction use cases
Create a use case
Create a field
Deactivate a field
Configure data extraction modes
Manage document extraction use cases
Duplicate a use case
Export a use case
Import a use case
Delete a use case
Set up document classification use cases
Create a use case
Create a document class
Train a use case
Manage document classification use cases
Delete a use case
Manage field values
Integrate
Integrate with a custom application or workflow
Integrate with CSM
Integrate with FSO
Integrate with APO
Integrate with Automation Center
Use
Create a document task
Complete a document task
Extract fields
Extract fields using the draw tool
Classify documents
Monitor
View reports on the DocIntel home page
Document Intelligence monitoring dashboard
Use case performance dashboard
Reference
Components installed with DocIntel
Confidence scores
Data extraction modes
Data normalization
Document field statuses
DocIntel forms
Check box list form
Single field form
Single field group form
Table form
Properties
Roles
Terminology
Document task statuses
Domain separation
Supported languages
DocIntel limitations
Task Intelligence
Exploring Task Intelligence
Configure Task Intelligence
Install Task Intelligence Admin Console
Manage machine learning models with Task Intelligence
Create a Task Intelligence model
Edit a Task Intelligence model
Assess a Task Intelligence model
Assess field-level accuracy for multi-output models
Task Intelligence Analytics and Monitoring
Export a Task Intelligence model
Task Intelligence references
Task Intelligence roles
Languages supported by Task Intelligence
ServiceNow AI Lens
Explore
ServiceNow AI Lens features
Landing page overview
Supporting information
ServiceNow AI Lens skill
Configure
Activate the ServiceNow AI Lens skill
Download the ServiceNow AI Lens installer
Define default instructions
Creating Lens actions
Enabling ServiceNow AI Lens in Virtual Agent
Use
Create a record in an instance
Update a record from an instance
Autofill catalog item form in the Service Portal
Trigger ServiceNow AI Lens from the desktop app
Extract and analyze data with ServiceNow AI Lens desktop app
Extract and analyze data with ServiceNow AI Lens in Virtual Agent
Reference
Components installed
Field types supported
Limitations
Script include - AILensActionService
Conversation Insights
Exploring Conversation Insights
Install Conversation Insights
Conversation Insights reference
Components installed with Conversation Insights
Now Assist and Agentic AI glossary
Additional resources for AI products and solutions
Conversation Improvement Themes
Explore
Activate
Use
Reference
Components installed
Trobleshooting

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