Now Assist in Knowledge Management
Summarize
Summary of Now Assist in Knowledge Management
ServiceNow's Now Assist in Knowledge Management enables agents to quickly generate new knowledge articles from cases or incidents using the Now Assist panel, classic environment, or configurable workspaces. These AI-generated articles help propose faster resolutions to customers, enhancing support efficiency and knowledge sharing within your organization.
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Key Features
- Generative AI Skills: Utilize AI capabilities to create relevant knowledge articles that address specific cases or incidents.
- Multiple Access Points: Generate articles through the Now Assist panel, classic UI, or configurable workspaces, allowing flexible workflows for agents.
- Configuration and Activation: Activate and configure the generative AI skills within Now Assist to tailor the functionality to your business needs.
- Support Resources: Access community forums, known error portals, and Customer Service and Support for troubleshooting and guidance.
Important Considerations
- AI Limitations: As the AI produces predictions based on data patterns, outputs may not always be fully accurate or appropriate. Human oversight is essential to validate content before use, especially in sensitive areas such as healthcare, finance, legal, security, and infrastructure.
- Data Processing and Privacy: Data from your instance is transferred to a centralized ServiceNow environment, potentially hosted on third-party cloud providers like Microsoft Azure. This is managed according to ServiceNow’s internal policies and compliance standards.
- Data Collection and Opt-Out: Inputs and outputs related to AI usage are collected to improve ServiceNow products. Customers have the option to opt out of data collection at any time to maintain privacy preferences.
- Compliance: Use of this application requires adherence to ServiceNow’s AI Acceptable Use Policy.
Use ServiceNow Now Assist in Knowledge Management to generate a new knowledge article for a case or incident via the Now Assist panel, classic environment, or the respective configurable workspace. Agents can use these articles to propose quicker resolutions to customers.
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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. Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.