Vancouver |
- Restrict Now Assist skills by user role in-product
- Specify the roles that apply to the users who can access Now Assist skills in-product, such as on forms and in workspaces. Users without the specified role can't use the skill. This security feature matches the implementation for skills in the Now Assist panel.
- Add conditions to skill availability
- Define when Now Assist skills are available, in-product and in the Now Assist panel. Conditions can be based on any field and value, such as Location or who opened the case, to help with compliance with any generative AI restrictions.
- Assign the data steward role
- Select a dedicated user to determine data sharing preferences for your instance.
- ITSM Virtual Agent pre-built LLM topics
- Complete the common IT-related tasks such as checking the IT Ticket status and pending approvals using the Large Language Models (LLM) - based Virtual Agent topics.
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Washington DC |
- New Now Assist skills
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- NDS cards in the Now Assist panel
- In the Washington DC patch 4 release, the Now Assist panel displays the Next Experience Design System (NDS) cards carousel if the requester has multiple options to choose from.
- Restrict Now Assist skills by user role in-product
- Specify the roles that apply to the users who can access Now Assist skills in-product, such as on forms and in workspaces. Users without the specified role can't use the skill. This security feature matches the implementation for skills in the Now Assist panel.
- Add conditions to skill availability
- Define when Now Assist skills are available, in-product and in the Now Assist panel. Conditions can be based on any field and value, such as Location or who opened the case, to help with compliance with any generative AI restrictions.
- Assign the data steward role
- Select a dedicated user to determine data sharing preferences for your instance.
- Using ITSM Virtual Agent pre-built LLM topics
- Complete the common IT-related tasks such as checking the IT Ticket status and pending approvals using Virtual Agent topics that use large language model (LLM) discovery.
- Create copies of Now Assist skills
- Create and configure copies of Now Assist skills to best suit your use cases while keeping out-of-the-box skill configurations intact.
- Chat summarization
- Automatically generate Agent Chat chat summarizations for conversations that are transferred between requesters, virtual agents, and live agents.
- Enable Dynamic Translation for Now Assist applications
- Turn on Dynamic Translation from the Now Assist Admin console to add multi-language support to serve users who speak different languages.
- Generate code from text using the Code with Now Assist dialog box
- Tell Now Assist what code to generate by opening the Code with Now Assist dialog box from a script editor and describing what you want the script to do. The text you enter is used to generate code in the script
editor, which you can accept or reject.
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Xanadu |
- Xanadu Patch 10
- Now Assist Readiness Evaluation
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Use the Now Assist Readiness Evaluation app to help you evaluate your organization's readiness to implement agentic and generative AI Now Assist capabilities.
Assessments for agentic AI include:
- IT Service Management (ITSM)
- Customer Service Management (CSM)
Assessments for generative AI include:
- AI Search
- Virtual Agent (VA)
- IT Service Management (ITSM)
- Customer Service Management (CSM)
- HR Service Delivery (HRSD)
Results shown are estimates. You should evaluate results provided by Now Assist Readiness Evaluation for accuracy and appropriateness for your use case.
- Xanadu Patch 3
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Now Assist Guardian adds guardrails to log, block, and redirect unwanted content
- Protect your users from offensive content, certain kinds of prompt injection attacks, and sensitive topics by logging attempts, blocking content, or redirecting to a new Virtual Agent topic.
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Translation for Now Assist with native translation
- Use the native translation capabilities of the Now LLM Service models or to translate user-generated and LLM-generated content into the preferred languages of your users.
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Troubleshoot a Now Assist skill
- Run diagnostics on certain Now Assist skills to identify common configuration errors that help to prevent your skills from working as intended.
- Analyze Now Assist performance
- Use the Now Assist Analytics dashboard to monitor the usage and performance of generative AI features and capabilities offered under Now Assist.
- Configure and use a retriever with Now Assist Skill Kit
- Augment and add context to your prompts with AI Search results from custom retriever inputs.
- Get prompt assistance with Now Assist Skill Kit
- Use prompt assistance to get a jump-start with your prompt development by selecting an example from the prompt library or using Now Assist to generate one.
- Evaluate skill prompts
- Evaluate your prompts created within Now Assist Skill Kit using data collections created within Now Assist Data Kit. Evaluations return information on the correctness and faithfulness of the responses from running the custom skill.
- View skill run test history
- View the history of your test results to assist your understanding of how changes to the prompt have adjusted the outcome.
- Generate article with multi-language
- Generate a Knowledge article for an incident, case, or other supported task type in languages other than English using the multi-language capabilities of Now Assist.
- Edit article with context menu
- Use generative AI capabilities of Now Assist to shorten or elaborate content within a Knowledge article.
- Use Now Assist Data Kit to add a dataset to the data catalog
- Create a data collection and select the sampling data for publication. Once published, the evaluation data is available in Now Assist Skill Kit.
- Now Assist context menu
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- Write with Now Assist is now called the Now Assist context menu.
- Explain the assessed and calculated change request risk with the Now Assist context menu in workspaces and UI16.
- Use the Elaborate and Shorten content editing capabilities of the Now Assist context menu in Knowledge articles.
- Configure the maximum number of content refinement calls using the Now Assist context menu.
- Use the Now Assist context menu recommendations to compose an email and complete the drafts.
- Xanadu Patch 1
- Dynamic theming enables different themes to be applied to chat summarization cards
- Support dynamic theming for chat summarization cards.
- Write with Now Assist
- Enable your agents to use Write with Now Assist for generative AI-powered text generation and editing assistance. This feature helps to improve and streamline their writing responsibilities.
- Use Now Assist
Platform skills
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- Use generative AI Platform skills in the Platform workflow starting with the Xanadu release to enhance and streamline your user experience.
- Enter search commands in plain language to retrieve and filter records and tables by using the Navigation skill.
- Use Now Assist Skill Kit for Generative AI app developers
- Create and activate custom prompts and skills for your Now Assist agent use cases.
- Generate a knowledge article from multiple cases or incidents with Now Assist in Knowledge Management
- Draft Knowledge articles quickly from a configurable workspace or the classic environment based on similar cases or incidents with Now Assist. Knowledge articles can be generated by selecting from a list of similar cases or incidents, case or incident numbers, or even by searching keywords specific to a case or incident.
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Yokohama |
- Yokohama Patch 10
- Monitor sensitive topic invocations
- Access the Gen AI Metrics [sys_generative_ai_metric] table to review the logged invocations of sensitive topics and gain insights into how these topics are being triggered and monitored.
- Yokohama Patch 8
- Now Assist Readiness Evaluation
-
Use the Now Assist Readiness Evaluation app to help you evaluate your organization's readiness to implement agentic and generative AI Now Assist capabilities.
Assessments for agentic AI include:
- IT Service Management (ITSM)
- Customer Service Management (CSM)
Assessments for generative AI include:
- AI Search
- Virtual Agent (VA)
- IT Service Management (ITSM)
- Customer Service Management (CSM)
- HR Service Delivery (HRSD)
Results shown are estimates. You should evaluate results provided by Now Assist Readiness Evaluation for accuracy and appropriateness for your use case.
- Yokohama Patch 6
- Manage large language models
- Choose and update your preferred large language model (LLM) provider at the instance, skill or skill group level for Now Assist out-of-box skills with ServiceNow® third-party model strategy.
- Deactivate skills that are not compliant with any of the LLM providers and access the audit history to view updates by the AI steward.
- Multilingual service for Now Assist applications
- Manage the default and supported languages by the different LLM providers under Multilingual service for translation.
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- Access the citations to the articles referenced from the knowledge base. Explore references and insert the suggested reply to your email.
- Now Assist Guardian supports third-party LLMs
- Extend guardrail support to third-party LLMs, such as Amazon Bedrock, Google Cloud (AI Studio and Vertex), and OpenAI to ensure any inappropriate content is logged and blocked during content generation.
- Increase the maximum response token limit for custom skills
- Increase the maximum response token limit for Now Assist custom skill beyond default value 1000 to support dynamic pricing based on output tokens and calculate the price for each skill executed per assist.
- Yokohama Patch 3
- Exploring Now Assist
- Access the Now Assist skills through an identifier tab on the Now Assist Admin console, and find the associated workflows.
- Navigate to your skills by using the intuitive list or grid view. The skill details are displayed, which means that you don't have to make additional
selections.
- Access the Data privacy section under Now Assist Admin settings. View and edit the data privacy policies that apply to your Now Assist skills.
- Accessing the external content in Now Assist panel Q&A capability
- Get relevant answers to your questions from external content sources, such as Microsoft SharePoint, Google Drive, and Confluence Cloud, within the Now Assist panel, without manual indexing. Each response shows the source of information to reference later.
- Enhanced log visibility
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- Access the Generative AI Metric table [sys_generative_ai_metric] to gain insights into the guardian logs and determine if they are for monitoring only or for both logging and blocking. Each guardrail shows its status
value as Monitor, Block, or Off, to help administrators to manage their security policies.
- View the logs of masking that involve personal identifiable information (PII) in the Generative AI Metric table [sys_generative_ai_metric]. You can identify which data is masked, the type of request, system response,
processing time, errors, or error codes.
- [Placeholder link text to key bundle-platai.now-assist-rn-summarization]
- Define the output field destination so that you can select any multi-line text field from the base table You can customize incident forms and improve the usability of the resolution notes generation skill.
- Enable requesters to extract information from emails and email attachments to generate tasks. This email-to-task agentic workflow effectively addresses the challenge of task creation from emails.
- Identify and review articles
- Identify duplicate Knowledge articles by using Now Assist capabilities. You can review the list and deselect articles that you don’t consider to be duplicates.
- Streaming responses
- Enable streaming responses on the Now Assist panel. Only synthesized responses are streamed.
- Multiple Now Assist panels
- Create separate, independent Now Assist panels that work across Next Experience and ServiceNow® Studio app shells.
- Create Now Assist context Menu configuration
- Create a Now Assist context menu configuration for a streamlined custom skill deployment process with the help of a guided setup.
- Yokohama Patch 1
- Now Assist Guardian analytics
- Monitor the performance of offensive content and prompt injections guardrails with the help of the Now Assist Guardian analytics dashboard.
- Configuring Now Assist settings and features
- For custom skills, explore an additional display option in the form of Conversational experiences. You can select Now Assist
Virtual Agent to assist you with the display.
- Create and activate a Now Assist skill copy, and have both the original skill and its copy to remain active simultaneously.
- Now Assist Context Menu usage dashboard
- View and monitor the use of the Now Assist context menu across the different applications. Gain insights into the usage patterns, frequency, and effectiveness of the context menu actions with the Now Assist context menu usage dashboard.
- Customizing ServiceNow skills in the Now Assist Skill Kit to tailor skills to meet your specific business requirements.
- Clone the skills provided by ServiceNow in Now Assist applications by using the Now Assist Skill Kit so that you can edit the prompt or change the AI service provider. By editing the prompt, you can choose the additional inputs to be considered by the large language model (LLM) and
arrange the formatting and content of the LLM response. After the skill is edited, you can activate the edited skill in the Now Assist Admin console to enable it.
- Enabling the voice input for the Now Assist panel
- Enable the Voice Input setting for the Now Assist panel in the Now Assist Admin console. This setting gives users a voice-to-text input option to access the skills in the Now Assist panel in any supported language. After it’s enabled, the option is available in individual user accessibility preferences.
- Setting your data overflow processing preferences to control your data
- Set your data overflow processing preferences to control your data. By default, all Now Assist network traffic is managed within ServiceNow datacenters, but during periods of high traffic, the traffic is burst to Microsoft Azure datacenters. You can choose whether you want to opt out of cloud bursting from the Now Assist Admin console data overflow processing settings.
- Using multi-turn Q&A in the Now Assist panel
- Ask questions and get relevant answers directly in the Now Assist panel. The system remembers your previous questions for effortless follow-ups and pulls answers from multiple sources to give you the best results. You can select the source name in the response to
access the full Knowledge article for more details.
- Using dashboard and visualization export in the Now Assist panel
- Export Platform Analytics dashboards and data visualizations through conversations. You can select from several output formats, and download or email the files.
- Summarize records with the Now Assist context menu
- Generate summaries by using the Now Assist context menu for the Core UI and Workspace. You can also expand or collapse the summary card, regenerate the summary, copy and share the summary, or provide feedback.
- Email recommendations using the Now Assist context menu
- Select and choose the tone of your content with the change tone feature. You can select from the elaborate, shorten, casual, formal, or sympathetic tone.
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Zurich |
- Zurich Patch
5
- New system properties for the Now Assist Readiness Evaluation app
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- Reduce performance issues when a large volume of data is assessed with the sn_assess.assessment_limit system property.
- Customize the estimated remediation effort for select efforts with the sn_assess.effort_visibility system property. Setting this system property to true turns on the
Remediation properties tab in the Now Assist Readiness Evaluation dashboard.
- Decide the maximum number of records to process for the ITSM assessment with the sn_assess.task_limit system property.
- Zurich Patch
4
- Manage version
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Manage the versions of model providers across various skill groups and instance levels in Now Assist. You can modify and update versions for both base system and custom skills.
- Now Assist skills
- Unlock the benefits of the Now Assist Fulfiller subscription to be able to explore and activate all the skills available in the system from Now Assist Admin.
- Role masking
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Define roles within role restrictions for individual skills in Now Assist Admin to enforce resource access restrictions when a skill is invoked. This feature promotes precise control over the resources that can be accessed, like data and APIs.
- Overview tab in Now Assist Admin
- Share your experience in the Now Assist journey by providing feedback when prompted.
- Voice input setting automatically activated
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Activate the Now Assist panel to automatically turn on the Voice input setting, which is now located on the Assistants page.
- Now Assist panel
- Request additional information or clarification by asking a
follow-up question in the Now Assist panel.
- Synthesized Now Assist responses
- View synthesized Now Assist responses from within Google chat to have a richer conversational experience.
- Now Assist support in article optimization
- Improve the quality and health of your knowledge articles by using Now Assist based Article Optimization in the Knowledge Center. Scan knowledge articles and get instant, actionable feedback.
- Use Now Assist to identify knowledge gaps
- Identify and fill potential knowledge gaps proactively, including missing knowledge articles and recurring issues that lack or have an incomplete knowledge
article.
- Agentic workflows from within Google chat
- Initiate and view agentic workflows from within Google chat.
- Monitor sensitive topic invocations
- Access the Gen AI Metrics [sys_generative_ai_metric] table to review the logged invocations of sensitive topics and gain insights into how these topics are being triggered and monitored.
- Long term stable models
- Long term stable (LTS) models are part of Now LLM Service and provide longer model stability windows for regulated industries. These models can integrate with tools to provide governance, monitoring, and compliance controls.
- Create multiple Now Assist context menu skill configurations
- You can now have multiple Now Assist context menu configurations on the same record form and field. You just have to create the required configuration and add to the form or field.
- Generate KB article with Now Assist context menu
- Using the Now Assist Context Menu open prompt inline and pop-over variant you can quickly produce high-quality, accurate, and lucid knowledge articles, saving time and improving support in Knowledge Management.
- Zurich Patch 2
- Now Assist Readiness Evaluation
-
Use the Now Assist Readiness Evaluation app to help you evaluate your organization's readiness to implement agentic and generative AI Now Assist capabilities.
Assessments for agentic AI include:
- IT Service Management (ITSM)
- Customer Service Management (CSM)
Assessments for generative AI include:
- AI Search
- Virtual Agent (VA)
- IT Service Management (ITSM)
- Customer Service Management (CSM)
- HR Service Delivery (HRSD)
The results shown are estimates. You should evaluate results provided by Now Assist Readiness Evaluation for accuracy and appropriateness for your use case.
- Zurich Patch 1
- Improve Docs content in Strategic Portfolio Management with Now Assist context menu
for SPM
- Implement the open prompt capability to enhance your ability to add additional context and generate accurate content with Now Assist context menu.
This feature enables interactive conversations with both supported ServiceNow® generative AI skills and custom-built skills.
- Configure skills with custom prompts for knowledge article templates
- As an admin, clone the KB generation skill and update prompts for AI model providers. This feature helps the agent use custom templates and custom prompts to generate knowledge articles with Now Assist from single and multiple knowledge bases.
- Manage AI models
- Choose and update your preferred LLM provider at the instance, skill, or skill group level for Now Assist base system skills.
Deactivate skills that aren't compatible with any of the LLM providers and access the audit history to view updates by the AI steward in AI Control Tower.
- Multilingual service for Now Assist applications
- Manage the default and supported languages by the different LLM providers under Multilingual service for translation.
- Configure email reply recommendation
- Access citations to the articles referenced from the Knowledge Base. Explore references and insert the generated reply to your email.
- Now Assist panel
- Use the enhanced Now Assist panel for an intuitive and personalized experience. The updated Now Assist panel can be resized and moved anywhere on the ServiceNow AI Platform.
- Now Assist Guardian supports third-party LLMs
- Extend guardrail support to third-party LLMs, such as Amazon Bedrock, Google Cloud Vertex AI Studio, Google AI Studio, and Azure OpenAI, to verify that any inappropriate content is logged and blocked during content generation.
- Increase the maximum response token limit for custom skills
- Increase the maximum response token limit for a Now Assist custom skill beyond the default value of 1000. This ability supports dynamic pricing based on output tokens and calculates the price for each skill executed per assist.
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