Issue Categorization: This feature provides a high-level overview of Now Assist capability readiness which helps in taking next steps for Now Assist application implementation.
Summary: This feature provides a consolidated summary of all features, including Now Assist capabilities across VA, AI, ITSM, CSM and HRSD along with their corresponding remediation efforts. Leveraging GenAI's advanced algorithms, it automates assessment processes, evaluates potential impacts, and provides actionable insights to ensure quick and reliable results.
Now Assist in AI Search: This feature provides insights into the status and configuration of AI Search, such as active/inactive profiles, widget versions, and remediation efforts. It also evaluates knowledge management by assessing article counts, categories, group restrictions, and top searches or articles viewed. Additionally, it highlights areas for improvement, offering actionable feedback to enhance knowledge quality and hygiene.
Now Assist in ITSM: This feature reviews customizations and configurations in the Incident and Task tables, such as fields, UI actions, and scripts. It highlights any changes made, tracks data completeness, and provides key metrics to improve accuracy and consistency in ITSM processes. It also specifies the remediation effort required and reports the language used in the instance.
Agentic AI for ITSM: Evaluates whether customizations on ITSM-related parent tables (like Incident/Task) may interfere with AI Agent behavior, task execution, or decision-making. Flags high-risk customizations, helping ensure seamless agent operations and stable instance performance.
Now Assist in Virtual Agent: This feature checks if Virtual Agent is live, tracks active topics and catalog items, and identifies barriers to conversational functionality. It highlights opportunities to convert non-conversational items to conversational ones and tracks automation in catalog items, along with the remediation effort needed.
Now Assist in CSM: This feature reviews customizations in the Case and Task tables, tracks changes to fields, and monitors data completeness for key fields. It provides insights into past cases and field filling percentages, helping improve data accuracy in Customer Service Management. It also reports the remediation effort needed and the language used in the instance.
Agentic AI for CSM: Assesses whether CSM-specific table customizations (e.g., on Case and Interaction) impact AI Agent functionality. Checks data accuracy, field changes, and scripting issues that could affect agent-driven tasks, offering remediation to preserve agent efficacy.
Now Assist in HRSD:This feature analyzes customizations in the HR Core Case and Task tables, tracking field-level changes and ensuring data completeness for critical fields. It provides insights into historical HR Core cases, including field population percentages, to enhance data accuracy in HRSD processes. Additionally, the feature identifies remediation efforts required and reports the languages used within the instance, helping organizations maintain standardized and efficient HR service delivery.
Hyperlinked Assessment Records: This newly added feature enhances user navigation by embedding hyperlinks within the assessment results. Users can now directly access the underlying records and data points with a single click making it easier to validate, investigate, or take action without switching contexts. It brings clarity and traceability to the assessment process.
Accelerate GenAI Readiness with Intelligent Insights: The Agentic AI Assessment Dashboard is a powerful product feature that accelerates GenAI readiness for Now Assist by delivering automated, data-driven insights. It includes modules to optimize knowledge articles, service catalog items, and assess rollout effort, while also analyzing search performance and implementation complexity. With clear visualizations and actionable trends, it reduces manual effort and enables confident, efficient Now Assist implementations and also provides information if the plugins are up to date.