The ServiceNow® Now Assist experience brings generative AI to the Now Platform. Now Assist is designed to improve productivity and efficiency to deliver better self-service, recommend actions and deliver answers, and empower users with search. Now Assist is a new application in the Vancouver release.

Now Assist highlights for the Vancouver release

  • Restrict Now Assist skills by user role in-product to organize who has access to generative AI capabilities.
  • Add conditions that are based on fields that control when a Now Assist skill is available.
  • Assign the data steward role to users to determine who can make decisions regarding data sharing and generative AI on your instance.
  • Consult the Now Assist journey checklist to guide you in your generative AI implementation on the instance.
  • LLM-based Virtual Agent topics to check IT ticket status and pending approvals.
See Now Assist for more information.
Note: Vancouver Patch 8 is the final Vancouver patch release providing feature support for net new generative AI features. Users must upgrade to the Washington DC release for new generative AI feature support after the Vancouver Patch 8 release.
Important: After purchasing a generative AI product, you can install it from the ServiceNow Store. Currently available products are Now Assist for Customer Service Management (CSM), Now Assist for Field Service Management (FSM), Now Assist for IT Service Management (ITSM), Now Assist for HR Service Delivery (HRSD), and Now Assist for Creator. For details, see the "Activation information" section of these release notes.

Important information for upgrading Now Assist to Vancouver

For more information about troubleshooting your Now Assist application and plugin upgrades, see the KB article for issues and mitigation for Now Assist upgrades.

Now Assist features

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.

UI changes

Now Assist icon displays asynchronous notification
The Now Assist icon () displays an increased badge count if the Now Assist panel is closed and a new message is available.
Now Assist journey checklist
On the Now Assist Admin console Overview page, you can view a journey checklist to help plan and execute your generative AI implementation. Detailed steps include how to install plugins, turn on the Now Assist panel, activate skills, review account settings, and monitor skill performance.

Changed in this release

New process for opting out of data sharing preferences
A user must be in the Generative AI Controller application scope and have the data_steward role to opt out of data sharing for the instance.

Activation information

Now Assist features are available with activation of a Now Assist plugin. The following plugins are available:For more information, see Install Now Assist plugins.

Additional requirements

Now Assist is available for Vancouver Patch 4 and later. The Next Experience UI Framework must be enabled to use the Now Assist panel.

Browser requirements

Now Assist supports various browsers, including Google Chrome and Microsoft Edge. Now Assist is not supported in Microsoft Internet Explorer.

Localization information

Now Assist is currently available for English only.

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