Now Assist for Collaborative Work Management (CWM)

  • Release version: Xanadu
  • Updated July 31, 2025
  • 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 Now Assist for Collaborative Work Management (CWM)

    Now Assist for Collaborative Work Management (CWM) leverages generative AI to enhance efficiency and accelerate value realization within the CWM workspace. It offers AI-driven capabilities designed to support task completion and collaboration.

    Show full answer Show less

    Key Features

    • Generative AI Skills: Improve task execution and collaboration with AI-powered assistance integrated into the CWM environment.
    • Implementation Guidance: Provides resources to explore features, configure the application, and begin using generative AI capabilities effectively.
    • Role and System Configuration: Documentation covers roles, tables, and system properties necessary to manage and optimize AI usage.

    Usage and Availability Considerations

    • Some AI model providers and Now Assist features may be unavailable for customers with in-country SKUs or those operating in restricted environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted setups, or regulated markets.
    • Availability of AI capabilities varies by region and is subject to updates in future releases.

    AI Limitations and Responsible Use

    This application uses AI and machine learning, which may not always produce fully accurate or appropriate results. Customers must:

    • Test and evaluate AI outputs for accuracy and suitability.
    • Maintain human oversight and avoid sole reliance on AI-generated content for critical decisions.
    • Exercise caution in use cases with significant consequences, such as healthcare, finance, legal, employment, security, or infrastructure.
    • Comply with ServiceNow’s AI Acceptable Use Policy.

    Data Processing and Collection

    • Data is transmitted from customer instances to centralized ServiceNow environments, which may be in different geographical regions or hosted by third-party cloud providers like Microsoft Azure.
    • Data handling follows ServiceNow’s internal policies and compliance standards.
    • ServiceNow collects inputs, outputs, edits, task data (Case Assist), and chat transcripts (Chat Assist) to improve AI technologies.
    • Customers can opt out of future data collection as detailed in the Now Assist Opt-Out documentation.

    The Now Assist for CWM application uses generative AI skills to improve time to value for the tasks you perform in the CWM workspace.

    Get started

    Important:
    • Not all model providers are available for customers with in-country SKUs, and some Now Assist products/features are currently unavailable for in-country customers. For more information, see the KB1584492 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
    • Some Now Assist products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the KB0743854 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
    • Some Now Assist products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
    • Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to check for availability updates in future releases.

    AI limitations

    This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Further, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by ServiceNow’s AI Acceptable Use Policy, which may be updated by ServiceNow.

    Data processing

    This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our CORE Compliance Portal.

    Data collection

    ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. In addition, this application will collect task data (for Case Assist) and chat transcripts (for Chat Assist). Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.

    For more information, see the Now Assist documentation.