Use conversational search for technician support

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura
  • Ask natural language questions and get quick, accurate answers from the Knowledge Base, including additional information and related steps for effective help, all from the ServiceNow Agent app.

    Antes de Iniciar

    Role required: wm_agent

    Por Que e Quando Desempenhar Esta Tarefa

    You can use natural language processing to pose questions in your own words and receive immediate, precise responses from the Knowledge Base. The conversational search complements these answers with relevant details and step-by-step guidance, which enhances your ability to diagnose and resolve issues efficiently. This approach ensures that you have all the necessary information to perform their tasks accurately.

    Procedimento

    1. Navigate to My work or My tasks.
    2. From quick actions, tap Ask Now Assist.
      Ask Now Assist
    3. In the Now Assist panel, type a question.
      For example: "How do I install a router?"
    4. Tap Send.
    5. Opcional: Tap Sources to check the origin of the information.
    6. Tap Done to end the conversation.
    7. Opcional: Tap the plus icon to begin a new conversation.