Exploring Now Assist in Knowledge Management
Now Assist in Knowledge Management enables agents to generate, edit, and publish knowledge articles from a case or incident using the Now Assist panel, classic environment, and configurable workspace.
[Omitted video] Description: Generate a KB article from similar incidents by using Now Assist
The video earlier shows how an agent can generate a knowledge article with Now Assist from similar incidents in IT Service Management.
Now Assist in Knowledge Management Overview
After activation and configuration, Now Assist in Knowledge Management provides agents with the following generative AI capabilities:
Agents can generate articles from the Now Assist panel.
Agents can generate articles from their respective configurable workspace.
Agents can edit and publish articles in the knowledge base.
Now Assist in Knowledge Management Skills
The Now Assist in Knowledge Management application includes KB generation skills that enable agents to generate knowledge articles when working on a case or incident. Agents can document resolutions using generative AI features in Knowledge Management and share them with customers to address their queries and issues.
Now Assist panel
Agents can use the Now Assist panel available in their workspace. This conversational interface lets agents generate a knowledge article related to a case or incident. For more information about the Now Assist panel, see Now Assist panel.
Related topics
Generate a knowledge article from HR Agent Workspace with Now Assist for HRSD
Generate a Knowledge article from the classic environment with Now Assist
Configuring the KB generation skill
Configure skill for Now Assist context menu
Configure skills with custom prompts for knowledge article templates
Configure and activate the Now Assist Identify duplicate articles skill
Configuring Article Optimization skill and prompts
Configure custom AI-based Article Optimization scans
Configure Now Assist Skills for potential gaps
Configure Now Assist skills for merging articles