Now Assist Conversational Help

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Now Assist Conversational Help

    Now Assist Conversational Help leverages Generative AI to provide users with precise answers to questions directly within the Now Assist panel, under theGet Helpfeature. This skill is enabled by default for users with the appropriate roles and does not require any additional subscription beyond Now Assist entitlements.

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    Starting with the Australia release, Conversational Help Skills is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported on existing ones.

    How Conversational Help Works

    • Query Submission: Users submit their questions via the Get Help skill in the Now Assist panel.
    • AI Search: Queries are sent to a central ServiceNow instance where AI Search looks up knowledge content synchronized from product documentation using Instance Data Replication (IDR).
    • Regional Instances: Multiple central instances exist across US East/West, EMEA, and APJC regions to serve queries.
    • Answer Generation: The top knowledge records are re-ranked by the out-of-the-box Now Assist Q&A capability to improve relevance.
    • Cache Lookup: If a cached answer exists for the query, it is returned immediately. Otherwise, re-ranked content is sent to the ServiceNow Now LLM Service (Large Language Model) to generate a contextual response.
    • Result Display: The generated answer is displayed within the Now Assist panel, retrieving content tied closely to the user’s current instance release version to ensure accuracy and relevance.

    Key Considerations for ServiceNow Customers

    • The Conversational Help skill is integrated by default and does not require additional licensing.
    • It uses the ServiceNow Now LLM Service as the default AI model to provide precise and contextual answers.
    • Results are sourced exclusively from documentation content synchronized from ServiceNow’s product docs, ensuring up-to-date information aligned with the user’s instance version.
    • Administrators can disable the Get Help feature via Now Assist Admin Settings if desired.
    • As the skill is being prepared for deprecation in future releases, customers should monitor ServiceNow communications for updates or alternative solutions.
    • Customers can enhance capabilities by installing the External Content Connectors Application Suite to use NAp Synthesized Search with ServiceNow Docs.

    This skill uses Generative AI application capabilities to provide answers to the questions on the Now Assist panel.

    Important:
    Starting with the Australia release, Conversational Help Skills is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported. For details, see the Deprecation Process article [KB0867184] in the Now Support Knowledge Base.

    You can install the External Content Connectors Application Suite from the ServiceNow store

    and use NAp Synthesized Search with ServiceNow Docs.
    Important:
    This Now Assist skill is turned on by default. The skill will be automatically available to appropriate role users for the application. For more information, see Now Assist skills, agents, and agentic workflows on by default.
    The Now Assist Conversational Help skill displays as Get Help on the Now Assist panel.
    Note:
    The Get Help feature is available as a part of Now Assist entitlements and no new subscription is required. The feature is enabled by default and you can turn it off in the Now Assist Admin Settings. The ServiceNow Now LLM Service (Large Language Model) is the default model provider for this Now Assist skill to retrieve precise answers to the users' questions.

    How Conversational Help works

    You can ask your question by selecting Get Help skill and submit a query to use the help option in the Now Assist panel. Your query goes through the following steps to retrieve the best response.
    Note:
    Conversational Help Skills is not available as auto-discoverable as a help skill within Now Assist panel.
    1. AI search

      The query is be sent to a central ServiceNow instance, where AI Search will search the knowledge table that stores content from product doc content.

      We use Instance Data Replication (IDR) that synchronizes product documentation content from Now Support instances.
      Note:
      Multiple central ServiceNow instances are deployed across three regions: US East or US West, EMEA, and APJC.
    2. The top matching chunks (or records) along with the user’s query, are sent to the Now Assist Q&A Genius Result configuration to generate a meaningful, contextual answer.
    3. Re-ranking

      The Now Assist Q&A, an out of box (OOB) capability, re-ranks the retrieved chunks to ensure better relevance.

    4. Cache lookup
      • If the user query exists in the cache, the pre-stored answer is returned.
      • If the query is not cached, the query and re-ranked chunks are sent to Now LLM to generate a meaningful answer.
    The Now LLM retrieves the most relevant result from https://www.servicenow.com/docs/ portal and displays it in the same panel.
    Note:
    Effective from this release, the query will retrieve results based exclusively on the release version of the user's current instance. This enhancement is integrated into the query process to ensure the delivery of precise results that reflect the latest updates and features.

    Now Assist Conversational Help skill

    For more information, see Fetch end points in Now Assist Conversational Help skills.