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ServiceNow Now Assist Interview Questions 2024

ServiceNow Now Assist is in demand, and so are its developers and administrators. I am presenting questions related to ServiceNow Now Assist basics which are important from an interview point of view. Please go through it and give your best in the interview.

What is Now Assist In ServiceNow?

  • Now Assistis is a growing cross-platform family of generative AI features, tasks that a large language model (LLM) can perform.
  • Generative AI features are based on the initial training and architecture.
  • The Now Assist framework is supported across the Now Platform.
  • The following generative AI features are currently offered via Now Assist:
    • Case or incident summarization
    • Chat summarization
    • Resolution notes summarization
    • Now Assist in AI Search
  • An example of a skill is chat summarization within a customer Workspace. Now Assist products provide features and skills tailored to meet users’ needs in different workflows.

What are now assist products in ServiceNow?

  • Now Assist for Customer Service Management (CSM)
  • Now Assist for HR Service Delivery (HRSD)
  • Now Assist for IT Service Management (ITSM)
  • Now Assist for Creator

What are the benefits of Now Assist?

  • Use generative AI search on your instance.
  • Install Now Assist product plugins for generative AI use cases.
  • Choose which skills to turn on, and which users can access them.
  • Monitor the usage and performance of generative AI skills.
  • Access the generative AI skills in context across your instance.
  • Customize your workflows and use your own third-party LLM license.

Provide an overview of now assist platform

What is the Now Assist Admin console?

  • The Now Assist Admin console provides you with quick and effortless access to the important information that you need to set up, configure, and monitor Now Assist applications and features.
  • This console contains everything that you need to install, configure, and learn about the different generative AI features on the Now Platform

What is now assist panel?

  • With the Now Assistpanel, you can get assistance from generative AI experiences to solve customer issues faster.
  • Use this conversational interface to summarize a chat, case, or incident or generate resolution notes so that you can get the context of this information more quickly.
  • If you have the agent role, use the Now Assist panel to interact with and get assistance from generative AI.
  • On the Now Assistpanel, you can increase your productivity and efficiency by using the generative AI experience to summarize a chat, case, or incident or generate resolution notes.

How now assist help in Case or incident summarization?

  • Now Assistcan generates a summarization of cases and incidents only if the case or incident has at least 200 words in the fields that are used for the input data.
  • The 200-word minimum optimizes the agent experience by ensuring that there’s enough information to summarize.
  • You can quickly learn the details of a case or incident from a Now Assist summary.
  • By reading a case or incident summary, you can get details about a case or incident, which can save your requester from having to repeat the same information that the requester has already provided to the Virtual Agent.

What is chat summarization on now assist?

  • The chat summarization is a condensed version of the conversation between a requester and a Virtual Agent.
  • Chat summarizations are generated in these situations:
    • When the conversation ends.
    • When the agent uses the /summarize quick action in Agent Chat.
    • When the user selects Chat Summarization or enters summarize chat in Ask Now Assist on the Now Assist panel.
    • When an interaction is transferred from a Virtual agent to a live agent the conversation is at least six lines long.
  • The chat summarization is displayed in a summary card in the conversation and also populates the interaction’s summarization and short description fields.

What is resolution notes summarization in now assist?

  • The resolution notes summarization is a condensed version of the incident’s resolution notes that are generated by Now Assist.
  • The resolution notes summarization can provide information to other agents who might encounter similar interactions.
  • Now LLM is the provider for this Now Assist skill.

How now assist uses AI Search?

  • Now Assistin AI Searchuses the Now LLM to extract actionable Q&A Genius Result answers from knowledge article results found in the Service Portal, Virtual Agent, Employee Center, and global searches.
  • When a user submits a question in search, AI Search retrieves the top knowledge article result and passes it to the Now LLM for answer generation.
  • Answers augment the user’s search results, displaying as actionable Now AssistQ&A Genius Result answer cards.

What is the data steward role in ServiceNow?

  • A data steward is responsible for determining whether prompts, inputs, and responses with generative AI in Now Assist applications on your instance are shared with ServiceNow.
  • The ServiceNow customer data sharing program allows you to provide data to improve ServiceNowAI products.
  • This data helps improve prediction accuracy, enhance user experience, tailor products to your business needs, and reduce hallucinations for your activated Now Assist skills.

Can we opt out of data sharing for Now Assist?

  • Yes, it is possible.
  • However, data sharing improves ServiceNowAI products.
  • You can opt out of data sharing from the Now AssistAdmin console Settings page.

What are LLMs?

  • Large language models (LLMs) are complex machine-learning models that are trained on large datasets like websites and documentation to perform language-related tasks, such as text generation for case summaries and resolution notes.
  • Model cards explain the specific model’s context, intended use, training data, limitations, and other important information

What is a generative AI Controller?

  • Use Generative AI Controller to integrate third-party large language models (LLMs) with your workflows.
  • Get started with Generative AI Controller to integrate directly with OpenAI, Azure OpenAI, and Google Bard LLMs.
  • With Flow Designer and Virtual Agent Designer, you can create your use cases for AI-generated text and sentiment analysis, including advanced workflows and custom scripts.
  • Complex algorithms and deep learning models learn patterns and use that knowledge to generate new outputs.
  • With Generative AI Controller, you can generate content directly within the Now Platform with low-code designer tools.
  • Generative AI Controller integrates with OpenAI, AzureOpenAI, and Google Bard models.
  • These capabilities are available in Playbooksflows, Virtual Agenttopics, and scripting like background scripts and business rules.

What is Natural Language Understanding(NLU)?

  • ServiceNow® Natural Language Understanding(NLU) provides an NLU Workbench and an NLUinference service that you can use to enable the system to learn and respond to human-expressed intent.
  • By entering natural language examples into the system, you help it understand word meanings and contexts so it can infer user or system actions.

Explain all NLU terminology.

  • Intent
    • Something a user wants to do or what you want your application to handle, such as granting access.
  • Utterance
    • A natural language example of a user intent. For example, a text string in an incident’s short description, a chat entry, or an email subject line. Utterances are used to build and train intents and should therefore not include several or ambiguous meanings or intents.
  • Entity
    • The object of, or context for, an action. For example: a laptop, a user role, or a priority level.
  • System Entity
    • These are predefined in an instance and have highly reusable meanings, such as date, time, and location.
  • User-defined entity
    • These are created in the system by users and can be built from words in the utterances they create.
  • Common Entity
    • A context commonly used and extracted via a pre-defined entity model, such as currency, organization, people, or quantity.
  • Vocabulary
    • Vocabulary is used to define or overwrite word meanings. For example, you can assign the synonym “Microsoft” to the acronym “MS”.
  • NLU Model
    • A collection of utterance examples and their associated intents and entities that the system uses as a reference to infer intents and entities in a new utterance. The NLU Workbench comes with pre-built NLU models for specific business units, such as an ITSM model. You can also create custom models.

What is NLU Workbench?

  • Use the NLU Workbench to create morphological representations of human language.
  • These models enable you to create intents and entities expressed in natural language utterances.
  • Any ServiceNow application can invoke an NLU model to get an inference of intents and entities in a given utterance.
  • Using the nlu_adminrole, you build your models in the NLU Workbench, where you create, train, test, and publish them iteratively.

What is NLU inference service?

  • Natural Language Understanding provides an NLUinference service that helps the system understand natural language and drive intelligent actions.
  • This service trains and predicts intents and entities for a given user utterance in your model so that its text translates into machine-understandable formats, such as APIs and parameters.

What are the Natural Language Understanding benefits?

  • Use the NLU Workbench to create models for Virtual Agent and AI Search.
  • Build the model’s content by adding intents, entities, vocabulary, and test set utterances. Your NLU model content determines how the model responds to user inputs.
  • Add a language to an existing NLU model by translating it. Use one of several translation options to add a secondary model in a supported language.
  • Virtual Agent administrators can access and update their NLU models from within the Virtual Agent Designer user interface.

What are NLU models?

  • Use NLU models to apply ServiceNow Natural Language Understanding on your instances.
  • Create, manage, test, and publish NLU models with the NLU Workbench.
  • A model is a collection of utterances, intents, entities, and vocabulary that the system uses to respond to natural language inputs from your users.
  • The model takes the natural language input from your users and matches it to actions to be performed by the system.

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