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

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
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    Summary of Domain separation and Now Assist for Financial Services Operations (FSO)

    Domain separation in Now Assist for Financial Services Operations (FSO) allows ServiceNow customers to logically partition data, processes, and administrative tasks into distinct domains. This separation ensures that users only access data within their designated domain, supporting multi-tenant environments such as service providers managing multiple clients on the same instance. Each generative AI skill in Now Assist for FSO can be individually configured per domain, with all skills initially residing in a global domain.

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    Key Features

    • Domain Separation Support: Enables segregation of data, UI elements, cache keys, reporting, rollups, and aggregations per domain at runtime, ensuring data isolation.
    • Configurable Skills per Domain: Skills can be reconfigured or duplicated as variants for different domains, allowing tailored AI capabilities per tenant.
    • Role-Based Access Control: Skill access can be restricted by roles within each domain, allowing granular control over who can use specific AI functionalities.
    • Multi-Tenant Use Case: Supports scenarios where a service provider responds to tenant customers through chat, guaranteeing tenant visibility only into relevant responses.
    • Usage Tracking: While data is separated by domain, Now Assist for FSO consumption is tracked at the instance level and can be monitored via the Subscription Management dashboard.

    Practical Implications for ServiceNow Customers

    Enabling domain separation in Now Assist for FSO is essential for customers operating multi-tenant or segmented environments, such as financial service providers, where strict data isolation is required. By configuring domain-specific skills and access roles, organizations can provide tailored AI assistance securely within each domain. This setup ensures compliance with data privacy and operational boundaries while maintaining centralized control over AI usage and subscription tracking.

    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.