Now Assist configuration
Quick answer
Enable generative AI features responsibly: skills, guardrails, data handling and measuring value.
Key takeaways
- Skills are enabled individually, not as one switch
- Keep a human in the loop on customer facing output
- Baseline metrics before enabling so value is provable
- Sample output regularly for accuracy
What Now Assist covers
Generative skills such as incident summarisation, resolution note drafting, knowledge article generation, chat summarisation for handover and code assistance in Studio. Each skill is enabled and scoped separately rather than as one switch.
Guardrails
Decide what data may be sent, restrict skills by role, and keep a human in the loop for anything customer facing. Summaries should be reviewed before they become the record of truth, particularly on major incidents.
Measuring it
Treat AI features like any other change.
- Baseline handling time and note quality before enabling
- Sample generated output weekly for accuracy
- Track acceptance rate, low acceptance means the prompt or the data is wrong
- Publish what is generated so users are not misled about authorship
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Our live, instructor-led ServiceNow Training covers this hands-on, with real projects and a certification path.
Check your understanding
How should generated resolution notes be handled?
- A. Published automatically
- B. Reviewed by the agent before saving
- C. Hidden from users
- D. Sent to the requester only
Show answer
B. Reviewed by the agent before saving
Human review keeps the record accurate and accountable.
What proves the value of a generative feature?
- A. User enthusiasm
- B. Baseline and post enablement metrics
- C. Number of skills enabled
- D. Vendor benchmarks
Show answer
B. Baseline and post enablement metrics
Measured change against your own baseline is the only credible evidence.