KB generation

  • Release version: Washingtondc
  • Updated October 18, 2023
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of KB Generation Enable AI Experiences

    Now Assist allows agents to efficiently draft knowledge articles based on cases or incidents, enhancing their ability to address user concerns. With AI-generated content, agents can create articles for review and editing before publication across various environments, including CSM Configurable Workspace, Service Operations Workspace for ITSM, and Agent Workspace for HR Case Management.

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    Key Features

    • Drafting articles from case and incident data using fields such as Short Description, Description, Resolution Notes, Close Notes, Work Notes, and Comments.
    • Integration with multiple workspaces and environments including CSM, ITSM, HRSD, and classic environments.
    • Supports article generation directly from the Now Assist panel.

    Key Outcomes

    By utilizing Now Assist, ServiceNow customers can expect:

    • Increased efficiency in writing knowledge articles, enabling faster resolution of common user issues.
    • Consistency in knowledge article quality through AI-generated drafts that require minimal editing.
    • Enhanced accessibility of knowledge creation across different workspaces tailored to specific service management needs.

    You can quickly write drafts of knowledge articles based on cases or incidents with Now Assist. Generating article content with artificial intelligence (AI) enables agents to write efficiently as they address common user concerns.

    Overview

    Now Assist can create drafts of knowledge articles on how to resolve a case or an incident for agents to review and edit before publishing. Articles can be created in CSM Configurable Workspace, Service Operations Workspace for ITSM, Agent Workspace for HR Case Management, classic environment, or in the Now Assist panel.

    The fields used as inputs are:

    • Short description
    • Description
    • Resolution notes
    • Close notes
    • Work notes
    • Comments
    Note:
    Now LLM Service is the provider for this Now Assist skill.

    Once the Now Assist application is installed, the agent has the option to use Now Assist to generate a knowledge article from a case or an incident.

    In this example, an agent working in the CSM Configurable Workspace has the option to use Now Assist to draft an article.

    Dialog box in the CSM Configurable Workspace for creating a new knowledge article with a banner suggesting Now Assist help with writing for an agent to review, edit, and publish

    In this example, an agent has used the Now Assist panel to start a draft from an incident in the classic environment. After an article draft is generated, the agent selects a link to review, edit, and publish the article.

    The Now Assist panel used to generate a knowledge article from an incident in the classic environment.

    Generating knowledge articles

    You can generate knowledge articles in Now Assist for Customer Service Management (CSM), Now Assist for IT Service Management (ITSM), and Now Assist for HR Service Delivery (HRSD) in several ways:

    Availability

    This skill is available in the workflows and products listed below.

    Table 1. Now Assist products and workflows
    Workflow Product
    Technology Now Assist for IT Service Management (ITSM)
    Customer Now Assist for Customer Service Management (CSM)
    Employee Now Assist for HR Service Delivery (HRSD)