Learn more about our suite of products containing generative AI features by reviewing the FAQs and product documentation below. This guide will be updated as more resources become available.

What is Now Assist?

A: "Now Assist" is the name of generative AI-driven solutions and workflows that ServiceNow is delivering to drive productivity and an intelligent work and employee experience.

What is the list of Now Assist products we have available as of Washington? ​​​​​​​​​​​​​​

• Now Assist for Creator
• Now Assist for ITSM
• Now Assist for HRSD
• Now Assist for CSM
• Now Assist for FSM
• Now Assist for ITOM
• Now Assist for SPM

You can find them all within the ServiceNow store.

Can customers use their own LLM subscription such as Azure OpenAI?

A: Customers using Now Assist products will solely rely on ServiceNow's NowLLM. Customers using the Generative AI Controller to build manual workflows can use their own LLM provider subscriptions (separate subscription charges may apply).

When was Now Assist made Generally Available?

A: Now Assist was released on September 29th, with further content made available with each family release.

What is the commercial model for ServiceNow and Generative AI? Will ServiceNow charge for access to Generative AI?

A: Contact your account representative to learn about the licensing for Now Assist and Pro Plus/Enterprise Plus.

Are there plans to support more LLM providers in the future?

A: To clarify, we have 2 primary vehicles for leveraging generative AI within a ServiceNow instance -

1. Our OOTB skills that we provide with Now Assist for ITSM/CSM/HRSD etc
2. Custom workflows built using the Generative AI Controller

For (1), we do not have the ability to allow for LLMs other than ServiceNow's NowLLM to be used. For (2) however, you can connect to a number of external LLMs via either a spoke (list of LLMs with spokes available here) or our generic LLM connector.

We are continually building additional spokes and capabilities in this area, however, so reach out with your suggestion if you have a use case not covered by the above!

What countries/languages are supported for Now Assist?

A: ​​​​​​​All currently supported countries on the Now Platform can use Now Assist. However, our LLMs are currently only supporting the English language. Other languages will be supported in future releases.

In the interim, you can leverage Dynamic Translation to enable Now Assist to be used by speakers of languages other than English. You can learn more here.

Custom use cases leveraging the Generative AI Controller, which connects to external LLMs, may support other languages since those LLMs have multi-language support. Refer to their documentation for details.

Are FedRamp/GCC customers supported for Now Assist?

​​A: Yes - GCC customers can access Now Assist as of June 2024. A subset of features however are not currently available however - please reach out to your account representative for the latest information.

Are on-premise/self-hosting customers supported for Now Assist?

A: This is not generally available. Customers will need to have certain infrastructure specifications to support on-prem. Only AWS Government Cloud is supported. See the KB below. To be whitelisted to download the images and model files in the KB, please log a Support Case and assign it to the ‘Generative AI Operationalization’ team. That team may also provide support if you have questions or run into issues. https://support.servicenow.com/kb?id=kb%5Farticle%5Fview&sysparm%5Farticle=KB1523390#mcetoc%5F1hakbtutm7

Q: Is domain separation supported for Now Assist?

A: All Now Assist products excluding Now Assist in AI Search are able to be supported in domain separated instances. See the below documentation for more information.

I have more questions about how customer data is being used or stored.

​​​​​A: Please refer to the articles linked here for support.

Can I try Now Assist on a PDI (personal developer instance?)

A: No, Now Assist apps are not enabled on PDIs at this time.

Are there Now Assist performance metrics or SLAs?

A: Now Assist performance varies by use and by customer. We do not have published performance metrics or SLAs at this time.

Help, I'm not able to install a Now Assist plugin on my instance?

A: Ensure that the instance is entitled to a Pro Plus/Enterprise Plus SKU and that the instance is on the latest version. Ensure that you only install/update the Now Assist for X (BU) store app. You should not install apps related to the Controller, Skills, or Spokes individually. Once you have been licensed and the instance is updated, use the Now Assist admin console first to activate skills. If using the Plugins manager page and missing plugins, click the "Sync" button on the top right of the page, or use the "Classic App Manager" ​view.

How is Now LLM built? Do you have a model card?

A: Our Now LLM model cards are available in our documentation.

If I only have one of either Now Assist for ITSM or HRSD, can I use Virtual Agent or AI Search for both IT and HR use cases?

A: We recommend that you maintain separate requestor experiences especially if they only have one Now Assist product active. If you only license one of ITSM or HRSD, and for a subset of agents then you should:

• Create a custom role for the agents and only assign fulfiller seats to the licensed number of fulfillers
• On the requestor/portal side they should:
  
  • Use Now Assist in Search and VA on a department portal (ie. IT or HR portal) with relevant subject matter filters (by Category, by Org.) Use encoded query system property to filter KB articles from Q&A Search. (Note: This property was removed in Washington DC Patch 5+, and another way to filter results for Genius Results is targeted in November '24.)
    
  • Limit GenAI summaries, and catalog only to the licensed department content. E.g., for catalog items you can use the "Turn off Now Assist conversation for this item" field.

Additional references:

| Generative AI Foundations | Learn about the underlying foundations of our generative AI products. | |
| ------------------------- | --------------------------------------------------------------------- | |
| Data Handling & Security | Learn how was use and protect your data whilst using Now Assist. | |
| Responsible AI | Learn how we develop our LLMs with responsible AI guidelines in mind | |

Products

| Now Assist for Creator | Make development on the Now Platform more efficient. | |
| ---------------------- | ---------------------------------------------------------------------------------------------------------------------------------- | |
| Now Assist for ITSM | Empower your ITSM agents to resolve incidents faster using generative AI. | |
| Now Assist for CSM | Enable your CSM agents to effectively interact with their cases. | |
| Now Assist for HRSD | Improve resolution times for HR Cases by incorporating generative AI features. | |
| Now Assist for FSM | Enable your agents to generate work order task closure summaries so that they can close tasks faster and with more detailed notes. | |
| Now Assist for SPM | Analyze feedback using generative AI. | |
| Now Assist for ITOM | Provide probable root cause analysis and remediation steps to expedite resolution times. | |

Features

Now Assist in AI Search	Provides a Q&A Genius Result card with answers based on the content within your system.	Now Assist for Search FAQ
Case/Incident Summarization	Summarize the contents of your records for easy comprehension.
Chat Summarization	Enable agents to quickly learn the details of a chat by summarizing the conversation.
Resolution Note Generation	Assist your agents to close cases by generating resolution notes from the contents of the case.

Tools

Generative AI Controller	Discover our intelligent connection layer to the Large Language Models (LLM) that produces AI-generated content and create you own custom use cases.	FAQ Product Documentation
Now Assist Panel	Access particular features from within the Now Assist panel.
Now Assist Admin	Implement and configure your Now Assist products from within the Now Assist Admin console.