Domain separation and Now Assist for Financial Services Operations (FSO)

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of Domain separation and Now Assist for Financial Services Operations (FSO)

    Domain separation for Now Assist for Financial Services Operations (FSO) allows ServiceNow customers to logically separate data, processes, and administrative tasks into distinct domains. This enables control over user access and visibility to data based on domain membership. Now Assist for FSO leverages generative AI skills, which can be configured uniquely within each domain, enhancing tailored service delivery while maintaining data segregation.

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    Key Features

    • Domain separation support: Available at the basic support level, enabling separation of user interface, cache keys, reporting, rollups, and aggregations.
    • Configurable AI skills per domain: Each generative AI skill can be activated or reconfigured independently within domains, allowing customization per tenant or business unit.
    • User data access restrictions: Users can only access and generate AI outputs from data within their assigned domain, ensuring data security and privacy.
    • Multi-tenant service provider use case: Supports scenarios where service providers host multiple clients in one instance, maintaining isolated tenant data and processes.
    • Consumption tracking: Now Assist for FSO usage is tracked at the instance level via the Subscription Management dashboard, without tenant differentiation.
    • Role-based skill access: Skill activation and editing allow configuration of domain-specific role permissions, enabling tailored access control to AI capabilities.

    Practical Implications for ServiceNow Customers

    By implementing domain separation with Now Assist for FSO, organizations can ensure that sensitive financial services data remains segregated across tenants or business units. This setup supports compliance, privacy, and operational efficiency by restricting AI skill usage and data access strictly within domains. Service providers can effectively manage multiple clients on a single instance while maintaining data isolation. Customers can customize AI skill configurations per domain to match specific operational needs and control user access via role assignments.

    To use domain separation, customers must first enable it on their instance and then configure Now Assist for FSO skills accordingly. This enables controlled, domain-specific AI assistance that respects data boundaries, helping organizations provide secure and customized financial services operations.

    Domain separation is supported for Now Assist for Financial Services Operations (FSO). Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

    Support level: Basic

    • Business logic: Ensure that data goes into the proper domain for the application’s service provider use cases.
    • The application supports domain separation at run time. The domain separation includes separation from the user interface, cache keys, reporting, rollups, and aggregations.
    • The owner of the instance must set up the application to function across multiple tenants.

    Sample use case: When a service provider (SP) uses chat to respond to a tenant-customer’s message, the customer must be able to see the SP's response.

    For more information on support levels, see Application support for domain separation.

    Overview

    In Now Assist for FSO, generative AI capabilities are organized into skills. Each skill can be configured differently for each domain. By default, all skills exist in the global domain.

    How domain separation works in Now Assist for FSO

    You must enable domain separation on your instance first before you can use it for Now Assist for Financial Services Operations (FSO) skills.

    Now Assist for Financial Services Operations (FSO) works with domain separation. When you use Now Assist for Financial Services Operations (FSO) in a domain-separated environment, users are only able to access data within their domain. For example, when a user uses the summarization skill, Now Assist for Financial Services Operations (FSO) only uses material that exists within the user's domain when generating that summary. When a skill is domain-separated, only users who are in that domain can use the skill that you have configured for that scope.

    If you're a service provider that hosts multiple clients in the same instance, you can set up domain separation to separate tenant data, processes, and administrative tasks. However, Now Assist for Financial Services Operations (FSO) consumption is tracked according to the instance without differentiating between tenants. You can track your Now Assist for Financial Services Operations (FSO) usage in the Subscription Management dashboard.

    If you want a domain to have a different version of an existing skill, you can reconfigure and activate the skill or create a variant in the preferred domain. See Domain separation in the Now Assist Admin console.

    Use cases

    You can configure the roles when you’re activating or editing a skill.

    For example, you can grant certain roles access to the Now Assist panel in one domain, while another domain has no role restrictions.