Configure Now Assist for HR Service Delivery (HRSD)

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Configure Now Assist for HR Service Delivery (HRSD)

    ServiceNow administrators with thesnhrcore.adminrole can configureNow Assist for HR Service Delivery (HRSD)to enable generative AI capabilities within Agent Workspace and Core UI for HR Case Management. This allows HR agents to leverage AI-powered skills that enhance case handling, communication, and knowledge management.

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    The configuration is managed through the Now Assist Admin console, which centralizes plugin installation and AI skill setup. The application uses the Now LLM Service as the AI provider for all available skills.

    Key Features

    • AI Skills Available: Includes chat reply recommendations, chat summarization, sidebar discussion summarization, case summarization, resolution notes generation, knowledge base (KB) article generation, email recommendations, sensitivity detection, journey generation and summarization for managers, and employee information summarization.
    • Plugin Installation: The snhrgenai plugin must be installed first, with attention to dependencies and activation order.
    • Skill Activation and Configuration: Skills are grouped under the Employee workflow. Each skill requires activation and configuration via guided setup steps, which typically involve:
      • Trigger: Define when the skill activates (e.g., upon chat handoff).
      • Input: Select data sources for the AI to generate outputs (e.g., case notes fields for resolution notes).
      • Availability: Control when and how the skill is accessible (always available or conditional).
      • Access: Assign user roles that can use the skill.
      • Display: Specify UI locations where the skill appears (forms, workspaces, Now Assist panel).
    • Additional Configurations: Customize skills such as attachment summarization, resolution notes generation, sensitivity detection, and Virtual Agent integration with generative AI to improve employee request experiences.
    • Restricting AI Capabilities: Define restrictions on AI use for sensitive employee relations cases to maintain compliance and control.
    • Virtual Agent Integration: Enable conversational AI experiences for employees submitting catalog item requests, enhancing self-service and reducing operational costs.
    • AI Helper – Galileo Inside: Configure the AI Helper plugin to provide additional Now Assist functionality.

    Practical Outcomes

    • HR agents gain enhanced productivity through AI-assisted case summarization, note generation, and communication recommendations.
    • Organizations can tailor AI skill availability and access to fit security and role-based requirements.
    • Employee self-service is improved via generative AI-powered Virtual Agent, leading to faster request handling and reduced HR workload.
    • Customization options allow organizations to align AI capabilities with specific business processes and compliance needs.
    • Controlled deployment ensures sensitive cases receive appropriate handling without unintended AI exposure.

    If you have the admin role, you can configure the Now Assist for HR Service Delivery (HRSD) application so that your agents can use the generative AI capabilities in Agent Workspace for HR Case Management and Core UI.

    Role required: sn_hr_core.admin

    Use the Now Assist Admin console to configure Now Assist for HR Service Delivery (HRSD). This console contains everything that you need to install the plugins and configure the generative AI skills. For additional information, see Now Assist Admin console.

    The following list contains skills that you can access from the Now Assist Admin console.
    • Chat reply recommendation
    • Chat summarization
    • Sidebar discussion summarization
    • Case summarization
    • Resolution notes generation
    • KB generations
    • Email recommendation
    • Sensitivity detection
    • Journey generation for managers
    • Journey summarization for managers
    • Employee information summarization

    Now LLM Service is currently the only provider for this Now Assist application's skills.

    Procedure

    1. Install the Now Assist for HR Service Delivery (HRSD) plugin (sn_hr_gen_ai).
      Note:
      For information about the plugin dependencies and plugin activation order, see Supporting information for Now Assist for HR Service Delivery (HRSD).For information about the installation process, see Install Now Assist plugins.
    2. Navigate to All > Now Assist Admin > Skills to access the Now Assist Skills tab of the Now Assist Admin console.
    3. Activate and configure the skills for the Now Assist for HR Service Delivery (HRSD) features.
      Note:
      These features are grouped under the Employee workflow group. Each feature has its associated skills.
    4. On the skill that you would like to activate, select Activate Skill.

    General Configuration Steps

    Each skill has its own configuration process. However, skill activation follows the same guided setup. What configuration steps are required varies depending on the skill.

    Common configuration components include the following:
    • Trigger: Allows you to configure the circumstances in which a skill is generated. For example, chat summarizations can be configured to generate when the chat handoff is done from a live agent to a live agent.
    • Input: Configure the data used to create the information generated by the skill. For example, resolution notes information is generated from the description, short description, work notes, and the additional comments fields of existing case notes.
    • Availability: Customize how and when the skill capability is active and accessible. For example, email reply recommendations can be configured to be always available, or defined using the condition builder to determine whether a user can activate the skill.
    • Access: Determine who can access this skill. By selecting specific roles, you control who can use it. The roles you choose are also available in the next step, Select display.
    • Display: Determine where the skill appears. For example, the call summarization skill can be configured to display on forms and workspaces or in the Now Assist panel.

    Saving and activating the configuration setup process is the same across all Now Assist skills.