[Music] all right hello everyone we're going to go ahead and get started I know some folks will still be rolling in the session will be recorded just to start off so if you're not able to attend the entire session or we're kind of balancing this with other meetings and other things going on no worries this will be recorded and posted to YouTube in just a few days so you are on the Knowledge Management Academy and for this session we are going to be covering one of our newest features that we released in May and that's the ability to generate draft articles with now assist so before I hop in I do want to cover some housekeeping and kind of the flow of the webinar and how everything works so let's go ahead and get into our Safe Harbor first off if you've been on any of our webinars you're so familiar with this this slide but basically you know during you know q& a or maybe even during the presentation I may speak to some forward-looking features and statements for things that haven't been released in our product yet so please make purchasing decisions based upon what's uh available today um so if I do you know talk about anything that's coming out maybe in August or in future releases do not make any purchasing decisions based upon that conversation all right and so for some housekeeping for the zoom webin inar if you have questions please put them in the Q&A panel this really helps me track where they're coming from Zoom also sends me a really great report after the session of all the Q&A so what I do is I look through all the questions if I wasn't able to answer them live this gives me a great report of what I need to answer I type out all the answers for you and then I put it in the comments underneath the event on the community that way you always have the Q&A for reference in a resource and you can also search the answer in the Q&A as well so really helpful if you have if you just want you know just to talk talk to other members on the zoom leave any kind of comments we do have the chat available for you as well um but just try to keep the Q&A over in that that section itself and like I mentioned this session is being recorded and I will go through and edit it and post a PDF of what I'm showing today the Q Q&A and then also the recording of the session it'll be available on YouTube and then if you are looking for like the PDF that'll be on the community so underneath the Knowledge Management product Hub on the community there's an event so you'll see all that there and I'll post the link to that Community uh before we end the session today so just to introduce myself my name is Ashley Snider I'm an outbound product manager here at service now I've been with service now for about two and a half years working on different products such as next experience Knowledge Management been one and I am transitioning over now to kind of our intelligent engine team so looking at the now llm and our generated AI products prior to joining service now I was also an admin and developer myself for different customers and partners so really excited to kind of hop more into geni as far as the Knowledge Management Academy you may you will see some changes in speakers you will see changes in hosts um but no worries you're in good hands the academy will continue on and keep an eye out for future sessions after this one all right so today's goal what I really want to look at is our capability that we released in May with the May store release which is now assist in Knowledge Management so the ability to use generative Ai and use our large language models in order to generate an article from an incident case or a jar case I think there going to be a lot of questions from this session this is kind of our first iteration of using generative AI with knowledge management I know from conversations I've already had with customers and K24 there's so much opportunity and so many things that y'all want to see out of this so we're going to cover where we're at today but I definitely you know want to use the chat and even the Q&A uh and this you get a zoom survey after as well please leave your feedback and things that you want to see U this feature is again it's just the first iteration it's growing there's so much opportunity for it and we definitely want to get your feedback as customers as knowledge managers anyone who really uses Knowledge Management on what you'd like to see in it and where you'd like it to go so I probably will pause during the session to answer questions I want to keep it in context and I'm going to leave a lot of time today to answer your questions as well um so if you have them there and I haven't answered them right away no worries I will get around to them within context so I do see we already have some Q&A and I think these next few slides are going to answer a lot of that those questions so I'm going to go ahead and cover first off what we released in May and kind of like what the the capabilities are and the features maybe even kind of like the dependencies and limitations that you may see and then we'll get into a demo as well so first off kind of covering the benefits so what do we really want to Target for the first version of now assisted Knowledge Management we really targeted the agent Persona so the ability for your agent to generate draft articles um you know a lot of the times what we've seen and a lot of the feedback that we've gotten from our customers is that you know agents just don't have enough time to generate articles you know they're working multiple incidents or cases at once they may be answering the phone or picking up these cases from like a dashboard or even answering chat and a lot of the time you documentation efforts and knowledge articles while we want to get around to them we understand the importance just kind of fall to to the end right and and we just kind of get we kind of take the work that needs to be done as far as incidents or cases and do that first whereas kind of this more proactive and and Knowledge Management kind of activities we just don't get around to it as agents so what we wanted to do is really help agents to quickly generate articles while they are working on incidents cases or HR cases really kind of speed up that time to Creation so it's not something that falls by the wayside and we really wanted to help them kind of get over that blank slate issue you may have agents that aren't used to writing knowledge articles or they're not sure what to put in it I know a lot of customers have great knowledge training programs out there to train agents on what kind of context to put in an article and what they should put in there but training is a manual effort so really using generative AI gets over kind of that hump of not having enough time to generate a draft article but also kind of starting from that blank slate and kind of wondering where you should start from and what you should include in that article so that's one thing that we wanted to hit with this first release the next one you know of course improve self-service so you know your customers and your employees are looking through your portals they're looking for knowledge articles they're looking for catalog items they want to self- serve themselves before really contacting someone and putting in an incident or maybe even picking up the phone so really having more knowledge articles out there and available to them and knowledge articles that really do kind of concisely speak to what an issue that your customer may be seeing is and concisely speak to the resolution is really going to increase that self-service so propagation of more knowledge articles of course leads to improve self-service for your customers and your employees and then overall increase enhance user satisfaction not only for your employees and your customers but also for your agents right uh you know we get that increased satisfaction as your employees and your customers are finding what they need via self-service whether it's a portal search or whether it's using virtual agent and getting articles that way but also for your agents right as they're working their incidents and their cases they're looking for Relevant knowledge articles or looking for something to help them solve that incident or case and the availability of Articles being there helps them resolve issues quickly it also uh assists in them you know not really having to do redundant troubleshooting or escalate unnecessarily so just providing the information that your agents need at their fingertips increases their satisfaction kind of lowers their frustration as as well so those are going to be the three main benefits of this first release you'll see those benefits change as as the products change of course we will continue to hit these benefits for agents and customers and employees but as we you know enhance the product and hit other personas maybe knowledge manager and knowledge admins will addon benefits so you'll see this kind of list grow and change as the product matures itself so what to know at a high level and I think this will answer some of these questions here so so as far as what we released in May for now assist in Knowledge Management it is bundled in with our now assist in CSM itsm and hrsd app so it's not a standalone app that you go into the store and you entitle it's bundled with those kind of workflow apps so if you are licensed for one of those workflow apps as of Washington patch 3 not uh Now assistant Knowledge Management is going to be included with it it is a onetoone relationship as of May so what I mean by that is you can generate one knowledge article from one incident case or HR case um so I put the Safe Harbor in that because that is something that we're looking at more than likely for the August release that could be subject to change where you can generate an article for multiple tasks so an article from multiple incidents or cases and we're going to use similarity and use AI search to kind of look for similar cases and incidents that can contribute to the context of that knowledge article the third one being as far as templates only the standard and KCs templates are supported so standard template is really going to be baked into mostly everybody's in instances this has been shipped since knowledge Management's really been around it's kind of our default way of making sure that you have a template in the system and that's why we chose it and if you're a KCs um program or you've been using KCs and those templates we are also supporting that for you as well cuz cuz we want to make sure that we continue to support our KCs program customers again with the Safe Harbor this is subject to change we do want to support your custom templates and open up more templates itself so keep an eye out for future Academy sessions and future kind of release information on when more templates will be supported uh updates to articles so this is a question I get asked a lot as far as the capability so right now you can generate that article it's kind of a oneandone kind of thing once you generate article from an incident any kind of updates that need to be made to that article will have to be done manually by the author or maybe the ownership group member even if you know the context later on in that incident or case changes or maybe there's some other kind of update that you want to make to it right now it will be manual but updates are something that we are looking at on the road map so keep an eye out on more information for that and then if you are kind of poking around let's say that you have you know gone through your account team you're really kind of looking into this uh you'll notice that if you have the crate knowledge capability turned on that you will see it when you have a case or an incident that doesn't have a knowledge article attached so if you're working at this you have to make sure that a knowledge article isn't already Associated to the incident or a case in order for that that button and that functionality to appear again as we get feedback from customers and the in the product matures this could be subject to change but if you are looking at this and have you know had that question just make sure that a knowledge article is not currently attached to the incident or the case in order for the button to show so I think that that does answer some questions I know I had a question about is this feature available Knowledge Management Advanced it is a separate um so it's not part of the Knowledge Management Advanced plug-in it is going to be bundled with those CSM itsm and hrsd plugins itself um another question as far as the knowledge generation feature will eventually Target other personas um yes we are looking at that so the the personas that we are looking at are those knowledge manager personas we're continuing with agent but we are starting to Branch out into that knowledge manager Persona as well for knowledge article improvements being kind of more proactive also looking at things such as aqi and doing reviews so that is on our road map and things that we are starting to explore right now as far as licensing for analysis I can't give you the details on licensing please contact your account team for that but really Knowledge Management now assist it's bundled in again with your Now assistant CSM itm and HRC subscriptions so if you are licensed for one of these um you will get now assist and Knowledge Management with that but again any kind of specifics on cost and Licensing assist usage and things like that please contact your account teams because they have the most up-to-date information on that uh is the KCs uh template out of the box so it is not that's a great question as far as KCs we do have plugins for KCs um we have them for CSM and itsm so there are an additional plugin that you'll have to install if you want to use that template I will caveat that with you know as far as KCs in general we really do kind of recommend if you are looking into KCs to head over to the Consortium for service innovation website so KCs is a methodology you while we do have features in service now to support it it is a larger methodology so there is more to it than just installing some plugins and turning a few things on we have some great information out there on the community on KCs so definitely start there look at that rather than kind of focusing in on the KCs template but if you are to have already started to explore KCs and are looking into it then yeah those are additional plugins that you would need to install uh another great question I think we'll get to in just a little bit in the demo but as far as workflows so this particular question is you know if you're using the KCs template does it also work with the KCs approval workflow so now assist in Knowledge Management we're going to follow all of your same workflows and we're going to follow all of your same user criteria so in order for someone to generate an article using nysis in a knowledge base they still have to have that can contribute user criteria to that knowledge base so that's going to remain the same at your organization and as far as workflows we're following the same workflows that you have on your knowledge basis already so if you are generating an article let's say that you have a customer service or it knowledge base whatever published workflow is associated to that knowledge base is going to be the workflow that we follow with this plug-in we're simply just using generative AI to grab contexts from that record to generate content within the knowledge article itself we're not overwriting any kind of security or user criteria and we're not overwriting any kind of workflow steps that's going to remain the same at your company and I do have kind of a slide on some things to take take a look at when when thinking about governance in just a little bit so that's a great question I did want to put this slide out here for pdis I probably will get questions on this at the end but pdis analysis is currently not available on P so this includes any analysis product whether it's Knowledge Management or you know resolution note generation or anything like that I would say if you are interested in this you are interested in evaluating it um contact your account teams they're going to be the best way to kind of get an eal instance and go through all that information so again with pdis not available currently I hate to be the be bad news uh but go through your account teams if you want demos and things like that for analysis and knowled management um so some key Implement some key considerations prior to implementing I know it's you know as far as turning on knowledge generation and using generative AI you'll see with my demo the process is super simple there's really not a lot to turning it on but there's a lot that really goes into thinking about your knowledge management process and your governance prior to turning it on I've been in a lot of customer calls and I've been in a lot of customer meetings where the main concern is if we're allowing our agents to generate articles faster and easier than ever before we're going to have a lot of knowledge articles out there and how do we deal with this and the answer to that is really the governance of your Knowledge Management program and your knowledge bases and that's something that you can look at before even deciding to invest in generative Ai and deciding to invest in now assist to really start reviewing kind of your Knowledge Management foundations and making sure that you're set up for Success before you flip the switch so to speak so a few things that I want to kind of cover at a high level that you can begin looking at that we have built into the product itself uh is really kind of our our government's pillars here so your company probably already has this already if you've been using Knowledge Management for a while if you've had a knowledge program for a while but you may be new to this and you may be new to this in service now but the first one being kind of your strategy and your objectiv so defining the goals for your knowledge Management program you know defining the kpis that you want to measure we have out of the boox dashboards for that but also aligning your Knowledge Management program and your goals with your organizational goals I know that incident deflection right is a big goal um for itsm and Knowledge Management plays right into that um so making sure that those goals are aligned and understanding the dashboards that we have out there understanding kind of the kpis and the metrics that they show you also understanding the specific ific dashboard so like itsm has the um itsm success metrics dashboard that's out there if you don't if you're not using that already now is a good time to kind of look into that because it does speak to deflection you may want to trct deflection a little bit more closely now especially before you you start to turn this on you want to have that Baseline of what was our knowledge article deflection prior to turning on now assist and what is it after we've made this investment in now assis um so really kind of digging through those Dash towards digging through what we have to offer and making sure that you have those defin and you know how to track them also the roles and responsibilities so again who who's you know who's responsible for creating knowledge articles in your organization who's responsible for reviewing them do you allow your agents to author articles a lot of customers that I speak to don't they have specialized smees and they have specialized roles that generate knowledge articles um so this is something to look at if you are kind of that that program where you don't allow agents to generate articles but you want to use this you really kind of want to Define maybe groups and standards for agents who are going to start offering articles in your organization um so your next one is your content quality and your standards so you know what is your organization standards for knowledge article creation what do you expect to be in these articles uh what kind of formatting do you expect in your articles um you know templates I put an asterisk next to that because we only support those two templates right now but kind of going forward you will want to have templates for consistency consistency plays a really big key when uh Now assistant AI search and virtual agent summarizes those articles the more consistent formatting wise and kind of header wise and even language wise that your knowledge articles are the better the the large language model and generative AI can summarize those um it's just like a just like a human in that respect you know if you see a pattern to headers and you see a pattern to length anguage you're able to kind of distill it a lot more easily and that's the same for generative AI so you're going to want to kind of have those standards and those consistency standards in place prior to implementing any kind of generative AI if you want better outcomes with that I do have an article on the community about that which I'll post in just a little bit um but just something to kind of think about with your content quality also what are your review and approval process for your articles are you an instant published kind of shop are you an approval kind of shop something to kind of think about you know you may still want to have your your agents do instant publish for your articles just kind of making sure you understand your processes and which ones are on your knowledge basis prior to implementing this uh the next one being your article life cycle so kind of what are your guidelines for your reviews to keep your articles current and up to date this is really important when you get into using things such as AI search so AI search has kind of a relevancy score Matrix where it hits on a couple different things we have some best practices on the community specific to knowledge articles but really the validity and how fresh your article is really increases that article and where it appears in AI search and also where uh how it gets summarized so when you're using gen on the consumption side right the fresher your article is the more valid it is the more likely it's going to be summarized and included in those results and the more likely it's going to be bumped to the top so super important to have some kind of review process on your knowledge articles and really kind of ensuring that they're up to dat I would say if you're just getting started with this A good rule of thumb is to look at your your articles that have the highest traffic which ones are most viewed which ones are most used those are going to be really great candidates to kind of have maybe a six-month review cycle on just to make sure that your high quality articles and your high traffic articles are you know reviewed and up to date and then you can kind of use that to establish more of a Cadence for maybe lower traffic articles and less used articles and kind of go from there and then ownership groups too are a really great best practice it is included in the Knowledge Management Advanced plugin to reduce a lot of those bottlenecks so bottlenecks on approvals bottlenecks on feedback really kind of reducing knowledge articles in that ownership from one single individual to a group of individuals because we know that authors can leave the company they can transfer departments they can just have a lot going on and kind of having that whole article maintenance and life cycle on one person is going to produce a lot of bottlenecks so we introduce ownership groups a few releases back to really help with this and allow for a group to you know own that article own the approvals own the reviews and own the feedback on that article uh and then the last two kind of going into metrics and reporting that really goes into your strategy and objective so here just making sure you have those kpis you have dashboards set up and you know how to read those dashboards and track them and communicate on them and then training in Awareness so making sure that you have some kind of training for knowledge contributors if you don't now is maybe a really great time to kind of stand up a training program especially if you are going to implement this in waves you can really kind of narrow down that training program on the select group of Agents uh and use them as kind of your testers and your piloter for your Trading program and then a knowledge sharing culture so really promoting a knowledge sharing culture across your organization especially when you are getting into generating knowledge articles of nysis and you have more than ever before you want to make sure that your organization knows they're there and they know how to find them and they know the importance of keeping a knowledge base up to date and how important their contributions are to the knowledge base so these are very high level but just some things to start thinking about uh before even implementing analysis that way you are set up for Success before you turn uh now assist on for knowledge generation so with that I'm going to go into the demo I know I have a lot of questions here and I want to go into the demo maybe this will answer some of those questions and then I'll take a peek back and see what questions I did not answer within the demo so the first thing I want to cover in the demo um is really kind of the setup for all generation I'm going to go into our analysis admin panel so all of our analysis skills and features are all configured through this analysis admin panel we have an AI Academy and some different sessions out there on everything you can find within this console itself um so this would be really the One-Stop shop for an admin configuring nysis skills and even doing some reporting on nysis skills but Knowledge Management is going to be found underneath that so we're going to take a look at analysis for it PSM today I have the latest version Washington patch 3 is when it was released so an important thing to know if you are kind of going through this and you know you're going through your account teams and you want to use Vancouver really has to be on Washington patch 3 but if we go into itsm or technology that workflow you're going to see a knowledge card here now after Washington patch 3 and we have a knowledge skill for KB generation I already have mine activated um but you'll go through the same flow if you want to activate it so I'm going to go ahead and just pop into KB generation a couple things to note it is using our now llm so our domain specific llm so it's not using a third party llm it's not using you know open AI it is using our now LM which all of our analysis products with the caveat of Creator use so if you had a question about that and you really want to dig deep into now L and kind of everything about it and the differences definitely check out the AI Academy but ALS get with your Cal team they are poised to kind of answer all those questions there on llms and and kind of the features and specifics of that so setup is pretty easy we created this kind of guided setup experience within the analysis panel to walk you through setting everything up for May and for this release that we're on right now we do have some kind of guardrails and some things that are going to be read only again this is going to change in future releases um we are going to open this up more and have more configurations that you can do but for the itsm one we did lock down the table to incident we did lock down the input fields to these five so short description description resolution notes work notes and additional comments again I know a lot of customers are going to want to open these up and add on their own custom Fields they're going to want to put in extended table things like that so keep an eye out on the road map for those kind of configurations and then here our default knowledge base for nap stands for now is this panel so the kind of the conversational interface that can be used to do different things such as generate article generate resolution notes if you see nap somewhere that's what that refers to or may you do have to specify a default knowledge base so it will create an article and automatically put it in that knowledge base there is a difference there if you're using the buttons in like a workspace or a classic form but just to kind of be aware if you're using that kind of conversational interface you do have to tell it which knowledge base you want to use so availability this is a really kind of important one to think about and maybe spend some time with your knowledge team and maybe even your solution Consultants kind of talking through on on what you want to do with this so you really do have a lot of control on when you want knowledge generation to be available you can say it's always available meaning that if your incident is new in progress whatever state it's in that someone can generate an article off this and what's really important about that is that the more context that you have within your incident the better article you're going to get so if you have you know that long activity log if you have those resolution notes you're going to get a higher quality article than if you don't so this is totally up to your workflow but just kind of be aware if you have it always available you may have agents generating articles on incidents that just don't have enough context we don't have a a word limit on this uh like some other skills do so something to be aware of you have the option to customize the skill availability we put resolved and closed in here as States kind of for best practice suggestions they're not hard and fast rules but like I mentioned if you have resolution notes on an incident you're going to get that resolution in your generated article versus when you don't you can change this like I know that we have TSM customers who may want to use solution proposed that is an option you would want to do some testing kind of understand what kind of notes and things are already in there when your agents are generating articles but you can do that and you can also add in your own Fields so anything that's really kind of on that incident table or you can kind of dot walk as well you have the ability to really granular control when this skill is available um so again something to really kind of think through think about when you want this to be available uh I'm just going to kind of keep keep our guard rails for resolved and closed for the demo here and make sure that I have those resolution notes in the next thing being when this skill is available so like all of our analysis products you can really control when your agents or different personas are using the skill in product just means the buttons that you're used to seeing in classic environment or workspace so if you see in product that that's all that means B UI actions if you're an admin or developer and kind of think in those terms the analysis panel like I mentioned is that conversational interface so you do have the ability to choose where you want this you can turn it off for everybody by toggling it off you do also have the option of specifying roles so this really kind of gets into that organizational change management um en rolling this out in waves you don't have to turn this on for all of your agents at once you can create like a custom roll in your instance and create a group and then just start you know onboarding your agents in groups kind of following that that group best practice so if you want to really just kind of pilot this with a select few agents who maybe are are really good at generating articles or maybe they're not it really depends on kind of what your outcomes are and and what you want to see you can just Place those agents in that group it'll give them the role and you'll put the role here and only those agents will be able to use now assis to generate articles so you do have control on who sees this you don't have to open it up for everyone you don't have to open the floodgates you do have a lot of control on how it's used the same for the analysis panel so again same kind of group management strategy you could even say that I have a lot of Agents most of my agents are used to using those buttons I'm going to say most of my agents can use in product but now this panel is kind of new for a lot of my agents and I don't want to roll it out to all my agents at once so again I'm just going to create a custom group and stop start onboarding agents to this one as I see fit so a lot of control here don't worry about uh opening the floodgates you can really decide on how you want to onboard and adopt this functionality with your agents and then the last step is just to kind of review and activate so really simple like I mentioned there's not a lot to turning this on a lot of you know the pre-work is just making sure that your governance is there and you're ready to report on this and know what kind of value you want to get out of this but the configuration itself is pretty standard and straightforward I do want to show you what it looks like but let me see if we have any Q&A on the configuration before I get there so I'm just going to kind of go to this I have a lot of questions I don't know if I'm going to get to all these today um but let's see if I can hit a few here let's see well now let's just be able to index other sources in case or incident to generate the article so as of May as of this kind of recording it won't but you know support for extended tables is something that's coming out really we're going to you know leave it up to our app beus so our app beus itm and CSM if you hear appb used anywhere really those those kind of products in those areas are going to work with us closely on how they want to open this up the knowledge management team we're not going to decide which tables this should be created on it really is going to make sense to kind of those products and the tables that are used in those products so kind of keep an eye on the release notes for like now assist CSM and now assistant itsm to kind of understand the changes that are being made in the tables that you can use but I know that our teams have been looking at it and this will change in kind of a future release let's see could you explain about the knowledge button significance I'm going to get to this in just a moment kind of when I was talking about in products let's just go ahead and go to one um I did see another question about pulling in screenshots into the article so that's a really great question right now we're only going to generate plain text in the article itself um so this is subject to change right I will tell you that if you're looking at now assistant AI search and virtual agent right now I say that right now and I joke a lot because this could change like in the next two months the way the generative AI is going but right now that model can only summarize that's in the article body or the HTML field and it you can only summarize basic styling like bold and underline and things like that um and that's really just how the model works I know that you know chat GPT and model 40 just came out with the ability to use videos and images and and summarize those so you'll you'll see that subject a change right so you know due to our model only being able to summarize text we're generating text in our knowledge articles will that change of course as generative AI changes and our models change that will change I don't have an estimation on when that's going to happen that a lot of that is up to our model capabilities and our training and what the model can do but as you've seen kind of out in the wild and out in kind of consumer use cases of chat GPT couple months ago it couldn't it couldn't use images it couldn't use videos but now it can so keep an eye out on that but for right now it is only going to use text when you're generating an article itself so I'm just going to do kind of we'll do the in product use case just so you can see what it looks like and then we'll do the analysis panel so I have an incident here this one's in progress we'll generate some resolution notes for it in just a second but you can see I have some back and forth on this I have some work notes you know this issue is a laptop shutting down looks like there was a battery issue according to all the back and forth within the activity itself other than that I don't have a lot of information about it I have kind of a short description no description so a lot of the context is really coming from the activity I'm going to go ahead and resolve it and get those resolution notes in there uh before I do that though I did want to show you create knowledge isn't here right because in those guidelines we said that a knowledge article has to be resolved or closed in order for that ability to show so we do need to go ahead and resolve this this incident and get some resolution notes in there I'm just going to accept what it's giving me best practice know as an agent you would go through this and make edits to your generative AI kind of output and make sure that um you know everything looks good and it actually does resolve the issue there and then once that's resolved we do see the create knowledge button so in product that's what this means that UI action that button there on your workspace we're going to go ahead and click it and I get this modal window um that ask me what kind of article I want to create it asked me about the knowledge base so again every knowledge base that Beth is seeing she has can contribute access to so if she didn't have can contribute access it wouldn't be here she has contribute access to a lot we're going to choose it as the knowledge base here and then the article template like I mentioned U we are supporting the standard and KCs article template you won't see this unless you have those plugins installed uh you will see other templates because you can still generate knowledge articles like manually without using now assist so kind of an important thing to know if you choose one of these other templates that aren't standard or KCs as of May you won't get this pop up to use analysis and I'll show you what that looks like in just a moment but just something kind of clear to kind of understand if you're wondering why one templet gives you the popup to generate with analysist versus the other one doesn't as of the May release that is kind of the reason as to why so in the workspace it's going to go ahead and open kind of a new knowledge subtab for me and now I get this modal window asking me do I want to use AI to draft this article it kind of gives me some basic info about what it's going to use I can still choose to write this myself or I can draft it with now assist so we're going to go ahead and do that and I get a couple different things here um so again you saw kind of the context on there I had some back and forth again the more context you have the better and more detailed article you're going to get but generative AI did kind of summarize this for us it made an issue kind of header a cause and a resolution um so again with generative AI you are going to want to go through and you know review this article as the author you're going to want to review that the language is correct uh and that the resolution is correct it did do a few things for us though that generative AI is really great at right it it kind of really put this issue in a nice paragraph it was really SU inct and to the point which is really great when you're consuming articles so the more kind of to the point short context that you have in an article the better it is to be summarized and it is you know free of typos it is using proper grammar it is kind of using um syntax as far as English language so it went ahead and kind of got over all that blank slate for us and typed all this up this probably would have taken someone I don't know let's say 5 to 10 minutes you saw how fast it was to generate that article it cre a nice ordered list for us which is really great really helps humans reading this article but ordered list and unordered list are really great for generative AI when it's summarizing an article so a great best practice to incorporate um if you're you know manually drafting articles making sure your steps are readable and using ordered and unordered lists will help that summarization uh and then the resolution so it didn't look like it really kind of caught what was in my resolution notes I've been playing with some other ones and we'll do another one as well so this is again something with generative AI that you're you're going to have to take a look at and you probably will have to kind of manually edit this and you know your outcomes are going to be different depending on the context that you have in your incident or case so again just making sure that you review this article and that you before you put it through your publishing process you make those edits I'm going to go ahead and save this off and then I'm going to hit publish just to kind of show you you guys that you know when you hit publish on the it knowledge base I have the approval workflow so it just follows the same workflows that you have on that knowledge base so nothing's changed there uh and it is going through approvals if you have instant publish on your knowledge base it's published it's there ready to be viewed so something to kind of think about U if you are using instant publish do you want to maybe put a a review approval publish on that or you know are your your editing and your your agents and your authors uh trained and and good enough to instant publish this just some something to kind of think about when you're generating these articles let's go ahead and hop to our kind of other use case all right so on this one I'm going to use analysis panel I'm kind of zoom out so you guys can see everything so this one I got some bad data on I did this on purpose I just you know I've been a Service Des agent before I've used on liners and I haven't been the best in the past documenting myself um again the better documentation that you have the better article quality you're going to get but I did this on purpose to kind of show an example of just I don't know something that just doesn't have a lot of context to it and kind of the results that we're want to get from that so I'm going to use analysis panel and I'm going to say generate article and use that prompt to do it this way and it went ahead and created that draft article for us and I'm going to go ahead go ahead and view it so there's a little bit of differences here it does go ahead and create the article and kind of shows us in The View kind of Paine we are U working to kind of have both in product and Analysis panel kind of show you the same edit view but just something to be aware of if you are using the analysis panel you do have to click edit here but a couple things so this one used the HTML KCs article that's because I have KCs turn on this instance so if you see a difference there I've set this instance up to use KCs for my demos um but you saw in product you know I using the button I could select the template itself but if you were wondering why I use this it's because default I have this turned on but you can see for this template that it did use the KCs template Fields as far as issue and resol solution it did go through and use the context from the case you saw there wasn't a lot there um but it did get actually quite a bit of context from just my bad notes Here it did you know put in some steps to reproduce in there for me um it did try to put in those resolution notes so in that case I did put like a link to an Apple website so you know external links we can't go out and grab this information and summarize it for you so this would be something that someone would probably need to put the steps in for will that change in the future probably Safe Harbor I don't have any updates on that right now but yeah so since I put a link there I would need to explicitly go in and probably put those steps here um so just something to kind of be aware of when your agents are documenting cases if they would have put the steps in from that link it would have grabbed it but since they just put the step the link in it couldn't grab it so something to think about when documenting uh you know and again with using kind of external links right now but it did go through it kind of put in those those ordered list U it put a lot in here in my opinion for the little bit of context that I gave it something to kind of think about when you're looking at testing this in your own instances and testing it with different incidents and cases kind of the different context you have out there and just kind of knowing some of those best practices right you know again the more context you have the better resolution notes you have if you have steps in there instead of just using external links the more the knowledge article can pull that in and generate that information in the knowledge article itself but also you're always with anything geni you're always going to want someone to come through and review this and edit this before publishing it off I go ahead and hit publish here same kind of thing since we are using that it knowledge base um so I did want to take this time to kind of cover some questions I will mention to I showed a workspace here but you can also do this if you're using the classic environment so there is kind of a a button there let me go ahead and just see if I can pop open in one I know I have a couple minutes here we we'll see if we can just resolve one real quick and I can show you guys what that looks like cool we'll just use those resolutions notes and then in the classic you can see that the create knowledge button is there and then uh you get this popup same as in a workspace where you can draft with now assist and then you can see that you know you are on the knowledge article page itself but it did put in those steps again this one's using that KCs template because that's my default but yeah you can totally do this from classic environment is not wor workspace specific so if you are still using your classic environment forms and list and you're not on a workspace yet and you want to use knowledge generation you do have the ability to do that so with that I did want to see if I could answer some questions and I do have a few more slides to cover today um so I'm just going to hop into a new share all okay so the two article templates that are supported are going to be the KCs template uh and then the standard template right now again keep an eye out on more updates as the store releases come out for um different kind of templates that are supported regarding the data pool for article creation so that's a really great question the question is is it the customer instance or all customer instances so what the knowledge generat skill is looking at it is looking at the context of the incident on your instance right but as far as how the model is trained itself the model is trained on a larger pool of data so I'm not going to go into that too deeply I would definitely say check out the generative AI portion on the community if you want to understand more about that now llm and how it uses data for training we have a lot of information about that and I definitely don't want to missp speak because uh we have to make sure that we kind of communicate this clearly in in such a way so I would say check that out for the most formal an answer on how that data is used for training uh especially when it applies to knowledge generation but the context itself is used from your instance we're not grabbing you know other customers incidents and trying to put them in yours but just to kind of kind of understand how how that works and the differences there and kind of where to go to get that information on how the the llm model is trained itself um another question did you mention that it it can only be used on an incident that hasn't already had a knowledge article attached as part of our compliance checks we looked over closed tickets and sometimes they have an article attached when a new article can be created from them so for May if it has an article attached you won't see that button appear I would say that's some kind of some good feedback to kind of leave for us maybe talking into your account teams in the idea portal on what you're seeing but that is something to that we're reviewing as far as those guard rails and kind of those guidelines so again that could be something subject to change but for the May release um the way that it works is that you know no knowledge article is attached to the incident or case or HR case currently how do you plan to avoid duplic duplication of content created that's a great question we've gotten that question from a lot of customers that is something that's in our road map so I don't have specifics on that right now so again version one right we're we're just starting application is going to be something that's really going to follow in your governance processes and your reviews that you're going to need to handle kind of manually uh but automating this more and doing those checks is something that's on our road map and something we've gotten a lot of feedback about can you assign the article you are drafting to another uh author so we're we're following the same kind of rules here again we're just kind of generating the article so if you need to change the metadata if you need to change the author of the ownership group you have the ability to do that um same as if you were drafting um articles manually without using generative AI does it generate in English only another great question so now assist products this is changing uh I'd say again hop over to the generative AI community site on upto-date specifics but right now it is English only but we are looking at multilingual support in an upcoming release I don't have a release specific for you right now but there is kind of a tier one languages that we are looking at for all of our analysis products um that will apply to Knowledge Management as well and we'll have more specifics on that but as of today it is English only let's see so a lot more questions on duplication so I'm going to kind of cut off the questions here I have a lot and I will definitely transcribe these so please check back on the community sit on the event let me post that Community article for you guys in the chat I did want to put this research study out here since we did just talk about um language support this is very timely actually so we have a research study coming up um June 17th through the 28th if you want to get involved let me put the link in the chat you have this QR code here too let's see here we go cool so this is with our research team you know anyone who wants to participate if you're a knowledge author a knowledge manager an admin content writer or service T agent and we're really focusing on multilanguage support for Knowledge Management um so kind of what to fact uh we really kind of want to walk through your current experience of creating and managing articles with multiple languages we want your concerns your questions and your suggestions for improvement um so if you are you know a customer who does manage articles in multiple languages and creates articles in multiple languages this would be a really great research study to participate in so again you can scan this QR code and I dro the link in our chat as well and then let me go ahead and drop the link to our let's see our products up here so here's the Knowledge Management product TB let me share it too that way you guys can see it so if you haven't seen this already you may have if you've managed to get to our Academy here but we have this product Hub where we do have the academy posted here we have some best practices here this AI search one is a real great hit I brought on Gerard dwan uh and Sheamus muhal from the AI search product success team so they're super knowledgeable in how to set up AI search and know all the best practices and we did a session geared towards looking at AI search from a Knowledge Management perspective so this is a really great one to check out to get your you know if you've turned on AI search or not to get your knowledge articles ready and things that you should be thinking of I have some Knowledge Management best practices here you'll see different things here as far as the research invitation uh where to go for FAQ and requests and getting started KCs I've been posting some things there too um I did want to mention kind of that best practice document that I was talking about so if you are looking at analysis and you're kind of wondering like what what should be in my articles to be used by generative AI what should I start looking at here's some overall best practices on things that you can start thinking about your knowledge face in your articles for when you want to start summarizing them with Gen um so a lot of great stuff here that again is subject to change as the models uh kind of change but you can see I included some formatting here some things to really kind of think about with formatting limitations paragraph link I kind of spoke to kind of a shorter more concise paragraph that answers a question is summarized better um some FAQs here as well so this is a really great article to take a look at and kind of bookmark and keep up to date on on this uh Community as well and then the last thing I want to leave everyone with before we go is if you're looking for more acmis on different subjects we do have them out there for you so we have our platform Academy the platform foundations things like upgrades uh and kind of more foundational things workflow Academy is new so if you're hopping in the flow designer or Creator Studio looking at things like decision tables and playbooks workflow Academy is going to be your stop for that it's a really great Academy that has live sessions and shorts as well so if you're looking for short videos it's all included in that Academy of course our analytics Academy has been out for a while so kind of getting into more of those kpis and Reporting and how to do that we got our mobile Academy our next experience Academy and then of course our AI Academy so you're looking for now assist in generative AI outside of Knowledge Management definitely head over to the AI Academy to get more information on that and with that thank you everyone for attending I hope that I answered a lot of questions and kind of showed you everything that we have available for May and that you're up to speed on kind of what to expect if you're looking at now assistant Knowledge Management right now and check back on the the community in a few days and I'll have a a listing of all those questions answered that you can use for reference going forward and thank you everyone for joining today have a great rest of your day by bye [Music]