Playbook generation

  • Release version: Yokohama
  • Updated March 12, 2026
  • 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 Playbook generation

    Playbook generation enables ServiceNow customers to create structured playbooks from text directions or images using Now Assist, a feature within the Now Assist for Creator application. This capability is useful for quickly generating playbook outlines, such as those for managing customer support cases, helping streamline process documentation and automation.

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    Note that some Now Assist features, including Playbook generation, may be unavailable in restricted environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, or self-hosted deployments. Customers should verify availability based on their environment.

    Configuring Playbook Assist

    To begin using Playbook Assist, enable the relevant skills within the Now Assist for Creator application. This setup step is essential to start building and generating playbooks efficiently.

    Generating Playbooks

    • Input Methods: Provide either text directions or images to generate playbooks or playbook outlines with placeholder activities.
    • Recommendations: The AI offers suggestions for placeholder activities based on activity names and descriptions, helping to flesh out playbooks faster and more accurately.

    Important Considerations

    • AI Limitations: As the feature uses AI and machine learning, outputs may not always be fully accurate or appropriate. Customers should validate all generated content, apply human oversight, and avoid relying solely on AI for critical decisions, especially in sensitive domains like healthcare, finance, or security.
    • Data Handling: Data used by Playbook generation is transferred to centralized ServiceNow environments and may involve third-party cloud providers such as Microsoft Azure. ServiceNow manages this data under its internal policies and compliance standards.
    • Data Collection and Privacy: ServiceNow collects inputs, outputs, and edits to improve AI capabilities. Customers have the option to opt out of data collection at any time.

    Support and Resources

    • Customers can access the ServiceNow Community and Known Error Portal for troubleshooting and guidance.
    • Contact Customer Service and Support for additional assistance.
    • Reference materials are available covering configuration properties, required roles, and best practices.

    Use Now Assist to generate playbooks from text directions or images. For example, you can enter directions to generate a playbook outline for managing customer support cases. Playbook Assist is part of the Now Assist for Creator application.

    Get started

    Important:
    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. Please check for availability updates in future releases.

    Troubleshoot and get help

    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. Furthermore, 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 information about scripts (and associated script records) in which Now Assist for code generation is called. 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.