--- sourceDocument: Yokohama Enable AI sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/intelligent-experiences Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Application readiness # Application readiness for Now Assist on the ServiceNow AI Platform {#ariaid-title1} Release version: Yokohama Updated October 14, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) 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 Application readiness for Now Assist on the ServiceNow AI Platform Now Assist leverages the ServiceNow AI Platform to provide AI-driven solutions that enhance your workflows. To effectively utilize Now Assist, your ServiceNow instance must be prepared by readying key Platform applications such as Service Catalog, AI Search, Knowledge Base, and Virtual Agent. Installing a Now Assist product like ServiceNow Otto for IT Service Management (ITSM) activates AI capabilities both in core Platform applications and in product-specific workflows. Show full answer Show less ## Preparing Your Instance Preparation involves ensuring your AI policy, data, and applications are configured correctly to support Now Assist functionalities. You must have entitlement for at least one Now Assist application, and verify version compatibility and dependencies through the ServiceNow Store. Installation of Now Assist products is managed via the AI Admin Hub console. ## Customization Considerations Customizations to your ServiceNow instance---such as changes to field names, UI actions, workflows, or table structures---can disrupt Now Assist features by affecting skill conditions, input mapping, and agent triggers. These changes may also introduce challenges during platform upgrades. To identify and address high-impact customizations, use the Now Assist Readiness Evaluation app prior to deploying or upgrading AI features. ## Mitigation Strategies for Customization * Duplicate existing AI skills before making adaptations. * Adjust skill inputs and role conditions to align with your organizational processes. * Add extra input sources like related tables or emails to enhance AI skill functionality. * Develop custom generative AI skills to meet unique business needs without compromising core features. These strategies help maintain compatibility with Now Assist while accommodating necessary custom configurations. Now Assist leverages the power of the ServiceNow AI Platform to deliver AI solutions. Ensure that your instance is ready to take advantage of AI capabilities by preparing Platform applications, such as Service Catalog and AI Search. Installing a Now Assist product such as ServiceNow Otto for IT Service Management (ITSM) gives you access to AI capabilities in Platform applications as well as capabilities specific to your product workflow. It's important to ensure that the appropriate Platform applications are ready for Now Assist. To prepare your instance for Now Assist, review the following topics: * [Knowledge Base readiness for Now Assist on the ServiceNow AI Platform](https://servicenow-prod.fluidtopics.net/CEDUMIX68932GSDiEenAMQ "The knowledge base is the engine that enables Now Assist to deliver intelligent, accurate, and context-aware responses across AI Search, Q&A Genius Results, and other AI-powered experiences.") * [Service Catalog readiness for Now Assist on the ServiceNow AI Platform](https://servicenow-prod.fluidtopics.net/WAJUgAUbEryDj8xTSZZwng "A well-structured Service Catalog is essential to unlocking the full potential of Now Assist. As the backbone of many self-service workflows, the catalog enables Now Assist to interpret user requests accurately, present the right options, and minimize friction in the experience.") * [AI Search readiness for Now Assist on the ServiceNow AI Platform](https://servicenow-prod.fluidtopics.net/4vOeAsQSalff1hwgw5aicw "Now Assist in AI Search is built directly on the robust foundation of ServiceNow AI Search. AI Search provides the underlying infrastructure that enables Now Assist to retrieve and rank enterprise content—such as knowledge articles, records, and documentation—based on relevance and access permissions.") * [Now Assist in Virtual Agent readiness on the ServiceNow AI Platform](https://servicenow-prod.fluidtopics.net/stodf3KFM5qpXWoAi9116g "Now Assist enhances Virtual Agent with AI-driven capabilities that understand natural language, guide users through complex tasks, and deliver high-confidence answers without relying on rigid keyword matching or manual configurations.") {#sn-ai-impl-app-readiness__ul_z4m_sp5_bhc} After ensuring that your AI policy, your data, and your applications are ready, you can begin to implement Now Assist. 1. Ensure entitlement for at least one Now Assist application. For a list of available applications, see [Exploring Now Assist](https://servicenow-prod.fluidtopics.net/fv63D~OQO9AZCfrbvJBuug "Learn how Now Assist brings generative AI capabilities to the ServiceNow AI Platform. With Now Assist, you can improve the productivity and efficiency in your organization, deliver better self-service, recommend actions and provide answers, and empower your users to search more effectively."). Note: Some Now Assist products may require other entitlements. 2. In the ServiceNow Store, check version compatibilities and dependencies for Now Assist apps. For more information, see [Evaluating version requirements and dependencies](https://www.servicenow.com/docs/access?context=versions-dependencies&version=yokohama&pubname=yokohama-platform-administration&ft:locale=en-US). 3. Install Now Assist products from the AI Admin Hub console. For more information, see [Install Now Assist plugins](https://servicenow-prod.fluidtopics.net/~ap0AiMsRoTIDQrOaHfB4w "Install Now Assist plugins to enable generative AI on your instance."). {#sn-ai-impl-app-readiness__ol_nhw_vm5_bhc} ## Customization and Now Assist {#sn-ai-impl-app-readiness__section_nkv_dw1_zgc} Customizing your ServiceNow instance is often necessary to meet unique business needs, but it can introduce unintended consequences for Now Assist features. Changes to field names, UI actions, workflows, or table structures may disrupt how Now Assist skills and agents operate. For example, modifying field states or labels can interfere with skill conditions and input mapping, while altering default UI actions may prevent agents from triggering correctly. Custom resolution workflows might conflict with the logic embedded in native skills, and table-level variations can affect where and how Now Assist functions across workflows. These customizations can also create upgrade friction, requiring additional testing, rework, or reconfiguration to ensure compatibility with new platform releases. To mitigate these risks, you can use tools like the Now Assist Readiness Evaluation app to identify high-impact customizations and plan for remediation before deploying or upgrading AI features. For more information, see [Now Assist Readiness Evaluation](https://servicenow-prod.fluidtopics.net/kA~s8ckY9wRYW5dL8wxMcQ "The Now Assist Readiness Evaluation app helps prepare your organization for implementing agentic AI for ITSM and CSM, Now Assist for five products, or both."). To maintain compatibility with Now Assist while accommodating custom configurations, several mitigation strategies are available: * Duplicate skills before adapting them. * Adjust skill inputs and role conditions to reflect organizational processes. * Add additional input sources, such as related tables or emails. {#sn-ai-impl-app-readiness__ul_dxv_r1z_1hc} For more advanced needs, build custom generative AI skills tailored to your unique business requirements, allowing for deeper integration without compromising core functionality. For more information about customizing AI solutions, see [How to approach building custom generative AI solutions using Now Assist](https://www.servicenow.com/community/now-assist-articles/how-to-approach-building-custom-generative-ai-solutions-using/ta-p/3006669) in the ServiceNow Community.