Now Assist

Lab Guide

Now Assist for HR Service Delivery

(HRSD)
Lab Guide

Use the Now Assist Admin console to configure Now Assist for HRSD.
Discover Now Assist capabilities for Case, Chat, and Resolution notes
Summarization.

Lab instance credentials ........................................................................................................................... 2

Lab objectives ............................................................................................................................................. 2
Scenario ....................................................................................................................................................... 2
Personas ....................................................................................................................................................... 2
Overview ...................................................................................................................................................... 2
Activation .................................................................................................................................................... 3
Section 1: Explore Now Assist Admin console ......................................................................................... 4
Section 1.1: Explore the Now Assist Admin console ............................................................................ 4
Section 2: Activate the Now Assist Panel ................................................................................................. 6
Section 2.1: Activate the Now Assist Panel .......................................................................................... 6
Section 3: Activate and Configure Case Assist Skills .............................................................................. 7
Section 3.1: Configure the Case Assist Skills for Employee ................................................................. 7
Section 3.2: Case Summarization in HR Agent Workspace ................................................................ 9
Section 3.3: Case Resolution in HR Agent Workspace ...................................................................... 11
Section 4: Activate and Configure Chat Assist Skills ............................................................................. 13
Section 4.1: Configure Chat Summarization Skills for Employee ...................................................... 13
Section 4.2: Publishing an HR Topic to make it available to the end users .................................... 15
Section 4.3: Chat Summarization in HR Agent Workspace .............................................................. 17
Section 5: Analyze Skill Performance ...................................................................................................... 21
Section 5.1 View the data visualizations on the Now Assist Admin home page ........................... 21
Helpful FAQ ................................................................................................................................................ 22
Lab instance credentials
Field Value

An instance with Vancouver Patch 2 instance, the Now Assist Admin console
Instance
plugin will be installed by default

IMPORTANT: Student instances are hosted on a sub-prod environment and use a

non-production version of our Generative AI model; therefore, not all Now Assist
features will work.

Lab objectives
You will achieve the following objectives:
• Explore the Now Assist Admin Home page
• Configure the Case Summarization skill for Now Assist for HRSD
• Configure the Resolution notes generation skill for Now Assist for HRSD
• Configure the Chat Summarization skill for Now Assist for HRSD

Scenario
As a ServiceNow System Admin at a company, you are responsible for setting up Now Assist
functionality for HR Service Delivery (HRSD). The project team is working to implement HRSD and
has already installed Now Assist for HRSD from the ServiceNow Store.

You, a ServiceNow System Administrator [admin], have been tasked with configuring Now Assist
for HRSD.

Personas
• System Administrator (You)
• HR Agent (Tammie Schwartzwalde)
• User (Ramon Amaral)

Overview
Use the Now Assist for HRSD application to summarize case information, generate resolution
notes, and summarize the chat information for an interaction. Admins can enable agents to
understand the chat and case context and to propose quicker resolutions.

Agents can summarize customer chat conversations, summarize case details, and generate
case resolution information by using the generative AI skills.

2
© 2023 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 • A case summary provides agents with a concise summary of a case. It enables agents to
get context by gathering information about an issue and taking actions more quickly. It
also enables agents to refresh and post the summary to the work notes.

• Case resolution notes provide context to other agents who might encounter similar
cases.

• An interaction chat history provides context about the chat conversation to agents by
specifying all points of handoff, including the Virtual Agent conversation.

Activation
Some of the applications you will be using in this course are downloaded from the ServiceNow®
Store. The following store applications have been preinstalled in your student instance.

• Now Assist for HRSD [sn_hr_gen_ai]: Now Assist for HRSD enables generative AI capabilities for
Case and Knowledge Management to boost agent productivity and deliver faster case
resolution for employees.
• HR Service Delivery Virtual Agent Conversations [com.sn_hr_virtual_agent]: Purpose-built HR
Service Delivery conversations to help your organization quickly deploy automated self-
services experiences.
• Now Assist Admin Console [sn_nowassist_admin]: The Now Assist Admin console provides
a way to activate, manage, and monitor the Now Assist applications.
• Agent Workspace for HR Case Management [com.sn_hr_agent_ws]: The new UI Builder-
based workspace for HR agents.

For the purposes of this course, the following plugins have been preinstalled in your student
instance.

• Human Resources Scoped App: Core [com.sn_hr_core]: Provides case and knowledge
management for HR. Standardizes the documentation, interaction, and fulfillment of
employee inquires and requests while having visibility into the quantity and type of cases
coming in.
• Glide Virtual Agent [com.glide.cs.chatbot]: Activates the Virtual Agent bot platform.
• Advanced Work Assignment for HRSD [com.sn_hr_awa]: Automatically assign HR cases to
agents based on availability, capacity, and skills.

3
© 2023 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 Section 1: Explore Now Assist Admin console
Section 1.1: Explore the Now Assist Admin console

In this section, you will activate the Now Assist Panel to use it as a delivery method for Case
Summarization.

Note: This lab demonstrates enabling the Now Assist Panel after the first product
plugin install. You must have one product plugin installed to activate the Now Assist
Panel.

1. You should be logged into your instance as the System Administrator [admin] and have
downloaded the Lab Guide from the LAB GUIDE – Now Assist for HRSD article in the Class
Knowledge base. If not, download them now as you will use them later in this lab.

2. All > Now Assist Admin > Home.

Caption: Image of the All menu with the Now Assist Admin module highlighted

Tip: The Application > Module Name formatting indicates the navigation path to use
in the All menu. This shorthand in the lab instructions will be used going forward.

4
© 2023 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 3. An onboarding popup is displayed when launching the Now Assist Admin console for
the first time. You may either explore the information in this popup or quickly navigate
through and close it so that you may proceed with the lab.

Caption: Image of the Now Assist onboarding modal

4. The Now Assist Admin Home page includes the following:

Caption: Image of the Now Assist Admin Home page with steps listed

a. At the top are links to the various pages on the Now Assist Admin console:
Home, Now Assist Features, and Settings.

b. The Install product plugins section includes product-specific plugins such as

IT, Customer, and Employee workflows. Once a plugin has been installed,
it will no longer be displayed in this view.

5
© 2023 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 Section 2: Activate the Now Assist Panel
Section 2.1: Activate the Now Assist Panel

In this section, you will activate the Now Assist panel to use it as a delivery method for Case and
Chat skills summarization.

1. With the Now Assist Admin console open, click Learn More on the Now Assist Panel
Home page.

Caption: Image of the Now Assist Admin console to turn on the Now Assist panel

2. The Now Assist Panel settings page is now visible.

Click Turn on.

3. In the popup, click Turn on again. When the Success! window is

displayed, the system is ready for you to start activating skills.

4. Click the Go to features and skills button.

Note: You are taken to the Now Assist Features for Technology
page to configure the skills. (Next section)

5. A Now Assist demo popup is displayed. You may either page through
it to review features or click the X to close the dialog.

6
© 2023 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 Once activated, the Now Assist panel icon will display.

Section 3: Activate and Configure Case Assist Skills

Section 3.1: Configure the Case Assist Skills for Employee

In this section, you will activate and configure the skills needed for Case Assist. A skill is a
capability within Now Assist, such as the skill of summarizing a case, or the skill of summarizing a
chat. Customers can enable skills as they mature in their processes, and new skills will be added
in future releases.

1. You should still be on the Now Assist Features page. If not, return to it.
All > Now Assist Admin > Features.

Note: There are different features available depending on the plugins you have
activated, such as IT, Customer, Employee, Creator, etc.

2. Click Employee from the sidebar to open the Now Assist Features for Employees page.
Ensure the HRSD product is selected.

Caption: Image of Now Assist skills for Employee page

3. On the Case Assist card, click the View details button.

7
© 2023 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 4. Click the Activate skill button on the Case Summarization card.

Note: You will now be taken to a guided setup experience to configure the Case
Summarization skill. The sidebar on the left lists the steps included in the guided
process.

5. Click Save and Continue button and bottom to move to the next configuration.

6. The next configuration is the display of the feature. The display is where the skill will
be accessed by users on the instance.

7. Toggle on the Display options

for both items.

Ensure that sn_hr_core.basic is

in the list, if it is not, then add it.

8. Click the Save and Continue

button at the bottom right to
proceed.

9. The Review and activate

page is now visible. Click
Activate to finish the
configuration.
Caption: Image of case Summarization Select display step displayed
10. The Skill was successfully
activated. Click Return to Case Assist button
to return to the Case Asist Features page.

11. Repeat these steps to activate the Resolution notes generation skill.

8
© 2023 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 12. When you are finished, both skills should be listed in the Active skills list.

Section 3.2: Case Summarization in HR Agent Workspace

In this section, you will use the in-product functionality to summarize a case within the
HR Agent Workspace. The in-product functionality can summarize a case within a Classic
environment form as well.

If you are not seeing the intended results, you may be required to
update a record in the Restricted Caller Access Privileges table.

1. Click on the Workspaces menu item and navigate to HR Agent Workspace.

Caption: Image of Workspace menu with HR Agent Workspace highlighted

2. Click on the list icon on the left sidebar and navigate to All HR cases > Open.

9
© 2023 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 3. Filter the cases to locate and open case HRC0000613.

Caption: Image of HR Agent Workspace menu with case HRC000613 selected.

4. On the case record in the Details tab, there is a HRIT Operations Case summary by Now
Assist section, click the Summarize button.

Note: Now Assist will inform you it is summarizing the case. Once finished, it will
provide a summary.

5. Click on the Share to work notes button.

6. A modal window will

appear with information
regarding the
summarization for
accuracy, and the
summarization can be
edited and formatted
prior to posting to work
notes.

10
© 2023 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 7. In this lab, we will assume everything is correct and click the Save to Work notes button at
the bottom right.

8. Verify the summarization has been saved in the work notes in the Activity panel.

Caption: Image of Activity in the workspace.

Section 3.3: Case Resolution in HR Agent Workspace

In this section, you will use the in-product functionality to summarize a case within the
HR Agent Workspace. The in-product functionality can summarize a case within a Classic
environment form as well.

1. Navigate back to the

Workspaces menu item and
navigate to HR Agent
Workspace.

2. Click on the list icon on the

left sidebar and navigate to
All HR cases > Open.

11
© 2023 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 3. Filter the cases to locate and open case HRC0000618.

Caption: Image of HR Agent Workspace menu with case HRC000618 selected.

4. On the case record in the Details tab, change the State field from Work in Progress to
Closed Complete.

Note: Observe a modal pop up on the page showing the

AI generated Resolution notes.

12
© 2023 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 6. Click Add notes to add this resolution notes to work notes of case.

Caption: Image of Case record with Resolution notes highlighted within Activity

Section 4: Activate and Configure Chat Assist Skills

Section 4.1: Configure Chat Summarization Skills for Employee

In this section, you will activate and configure the skill needed for Chat Assist.

1. Return to the Now Assist Features page. All > Now Assist Admin > Features.

2. Click Employee from the sidebar to open the Now Assist Features for Employees page.

13
© 2023 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 3. From the Now Assist Features for Employee page, ensure the HRSD product is selected.

Caption: Image of Now Assist skills for Employee page

4. On the Chat Assist card, click the View details button.

5. The Chat Assist page is now visible.

6. Click the Activate skill button on the Chat Summarization card.

Note: You will now be taken to a guided setup experience to configure the Chat
Summarization skill. The sidebar on the left lists the steps included in the guided
process.

14
© 2023 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 7. Click Save and Continue button and bottom to move to the next configuration.

8. The next configuration is the display of the feature. The display is where the skill will
be accessed by users on the instance.

9. Toggle on the Display options

for both items.

Ensure that sn_hr_core.basic is

in the list, if it is not, then add it.

10. Click the Save and Continue

button at the bottom right to
proceed.

11. The Review and activate

page is now visible. Click
Activate to finish the
configuration.
Caption: Image of case Summarization Select display step displayed
12. You will now see that the skill
was successfully activated.

Section 4.2: Publishing an HR Topic to make it available to the end users

In this section, you will publish an HR Topic to make it available to the end users. This section is
required to be executed only if there is no HR Topic published already in the instance.

1. Application Scope: HR Service Delivery Virtual Agent Conversations

2. Navigate to All > Conversational Interfaces > Virtual Agent > Designer.

3. Filter the Category dropdown to select HRSD topics.

Caption: Image of Virtual Agent Designer page highlighting the HRSD category

4. Click on the topic Pay Discrepancy (Template) card to open it.

15
© 2023 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 5. In the Pay Discrepancy (Template) topic page, click Publish button to make the topic
active and available in the chat window.

Caption: Image of Pay Discrepancy (Template) topic highlighting the Publish button

6. In the Confirmation modal, click Publish button to publish the topic.

Note: The confirmation popup modal will appear.

7. Once the publish is completed, a success notification message is shown at the

bottom of the page.

8. Application Scope: Global

16
© 2023 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
Section 4.3: Chat Summarization in HR Agent Workspace

In this section, you will use the in-product experience of Chat summarization skill. This skill provides
a live agent with a chat summary of the conversation between Virtual Agent and the user.

1. While logged in to your instance, impersonate Tammie Schwartzwalde.

2. Close the introductory popup, then open the HR Agent Workspace.

Caption: Image of Workspace menu with HR Agent Workspace highlighted

3. Click the Inbox icon and change the Status to Available. This will make the agent
available to accept any incoming live agent requests from users.

4. In a separate Incognito browser session or using a different internet browser, log into
your instance.

Note: Your login password can be found on the reservation page when you
claimed your instance.

5. Impersonate user Ramon Amaral.

6. Navigate to All > Self-Service > Employee Center. A new browser window will open.

7. In the Employee Center home page, click Chat icon present at the bottom right of the
page to open the chat window.

17
© 2023 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 8. Click Show me everything button in the chat window to see all the active topics
available to Ramon Amaral.

9. Select Pay Discrepancy (Template).

10. Once Now Assist provides the list of pay discrepancy issues presented,
select My deductions don’t look right option.

11. You will be presented with the list of KB Articles. Now,

request for Live Agent support by clicking the ellipsis
icon at top right corner of the chat window. Select the
Contact Live Agent option.

12. Quickly switch your browser window back to your

instance impersonating Tammie. Click Accept to
accept Ramon’s incoming chat.

18
© 2023 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 13. Once Accepted, the Chat summary is generated by the Now Assist and is provided
to the agent.

Caption: Image highlighting Chat summary generated by Now Assist during Virtual Agent to Live Agent handoff

14. As user (Ramon Amaral) and HR Agent (Tammie Schwartzwalde) simulate the
back-and-forth conversation. Copy and paste the scripts below in their respective
chat window.

Ramon (User) Tammie (HR Agent)

Hi

Hi Ramon. How Can I help you today?

I see unusual deductions in my Pay slip for

the last month.

Ok. I see. The last month was the financial year

end as per your country's laws. So, the deductions
are due to the additional income tax that was
due from you.

This was a very unpleasant surprise. How

can I keep this from happening again? I
wasn't expecting so much to be withheld
from my check.

19
© 2023 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 I’m so sorry that happened to you.

To help you moving forward, there are several

resources available that can help you predict
what your annual tax liabilities will be based on
your location and income information.

Because there are so many variables that

determine what your tax liability will be, it’s a
good idea to review your situation throughout the
year and make adjustments as necessary. It is
important to note that some adjustments have an
open window of time to make changes (typically
once a year) while others can be adjusted at any
time during the year.

Okay, I will look into that. I may need

additional help though.

No problem at all. A member of the payroll staff

can help guide you as needed. Please do not
hesitate to reach out again.

15. While the chat is still active and as agent (Tammie Schwartzwalde), trigger a real-time
summary of the chat by typing /summarize in the chat dialog box and clicking the SEND
button. Observe that Ramon does not see the request or the summary.

Caption: Image agent triggers summary with quick-action

Note: At any time during the interaction, the agent can

generate the Chat Summary by typing /summarize in
the chat dialog box.

16. A chat summary is generated on-demand within the chat

dialog.

20
© 2023 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
 17. Once the conversation is completed, from the Agent’s browser window (Tammie), end
the conversation. Click End Chat then click OK to terminate the chat.

18. Close the incognito browser window representing Ramon Amaral.

19. Return to your original browser window. End impersonation to return as the System
Administrator for the next step.

Section 5: Analyze Skill Performance

Section 5.1 View the data visualizations on the Now Assist Admin home page

In this section, you familiarize yourself with the data visualizations available within the Now Assist
Admin Home page.

1. First, you need to collect data from Performance Analytics. Navigate to

All > Performance Analytics > Data Collector > Jobs.

2. Search the Name field for *genAI.

3. Open the [GenAI Analytics] Historical Data Collection record.

4. Click the “here” link in the scope message to switch to the target application scope.

5. In the collection parameters section, make the following selections:

a. Relative start: 5
b. Relative end: 0

6. Click Execute Now.

7. All > Now Assist Admin > Home.

8. Scroll down to the Skill usage section

which includes pre-configured data
visualizations and filters to help you
understand how skills are being
utilized in the instance.

NOTE: your results may differ from

those shown in this image.

21
© 2023 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
Helpful FAQ
Do we know what follow-up questions we are allowing users to ask on Now Assist Panel?
We are supporting some basic follow-up questions like make it shorter, make it longer, or change
the tone to formal. If follow-up is enabled, customer data is sent to Azure Open AI. Customers will
have choice to disable in Now Assist Admin

What topics are available (as of this lab) out-of-the-box for the Now Assist Admin panel?
Case/Incident summarization, chat summarization, and resolution notes.

Will the Now Assist Admin panel and skills enablement work for custom apps?
We are shipping 3 out-of-the-box skills in September 2023 and only those will be available in
the Now Assist Panel.

Does data opt-out in Now Assist Admin include any “warning”/reminder that their business
outcomes could be impacted?
Yes. There is verbiage provided by the Data team to ensure we disincentivize customers from
opting out. There is also a warning about opting back in as well.

Does the data opt-out tie to the instance it is on or is it across all instances the customer has?
It is per instance.

Does clicking on install in Now Assist Admin check on licensing entitlement first before sending
the user to the store for activation?
Licensing entitlement checks will happen in Store.

Does the Now Assist Admin Analytics page show how many “Assists” were consumed?
No, Assists will show in Subscription Management starting in November.

Do customers provide their own keys for AzureAI or OpenAI?

No, All OOB features shipped by ServiceNow will either go to Now LLM or Azure Open AI. OOB
features (requiring Azure Open AI) will go through the OEM solution using SN keys. Customers can
use their keys for custom features built by customers. We will still charge them one assist per
execution if it goes through the Controller.

Can customers change the config variable for chat summarization?

No, it is not configurable, similar to Record Summarization. We take the chat transcript and send
it for summarization.

Can we use Now LLM for one feature and Azure Open AI for another feature?
Yes, but ServiceNow will decide the provider, and the customer will not have the option to
choose.

22
© 2023 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.
Nvidia Nemo vs Now LLM for QnA, is Nemo an external connector and different from Now LLM?
No, Nemo is not an external connector. We took the Nvidia Nemo model, hosted it on our GPUs,
and used it for the QnA feature for Sept. It will be called Now LLM only.

Is Now Assist for Search available via Now Assist panel too?
Not in September.

Are we supporting Now Assist for Search only for Knowledge Bases now?
Q&A functionality works only over KB Knowledge and child tables and only for English. This will
continue for September. Other sources for QnA will be prioritized over time.

Congratulations! You have completed this lab.

23
© 2023 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered
trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company and product names may be trademarks of the respective
companies with which they are associated.