Now Assist in ServiceNow: What Records Can AI Generate?
Artificial intelligence is becoming a practical part of everyday work on the ServiceNow platform. One of the most impactful additions is Now Assist, a set of built-in AI capabilities designed to help users create content faster and work more efficiently.
A common question—especially for those preparing for ServiceNow certifications—is:
What records can AI generate in ServiceNow using Now Assist?
Understanding this helps set the right expectations about what AI can and cannot do on the platform.
The Correct Answer at a Glance, if we have below options:
Using Now Assist, ServiceNow can generate:
✅ Catalogue items
✅ Knowledge articles
It cannot generate:
❌ User records
❌ Configuration items (CIs)
Why Catalogue Items Can Be Generated
Now Assist includes a catalogue item generation skill that helps creators quickly build service catalogue entries.
Instead of manually configuring every detail, you can simply describe what the item should do. The AI then creates a draft catalogue item that can include:
A clear title and description
User-facing instructions
Basic structure that administrators can refine
This significantly reduces the time needed to design and publish new service requests, especially in fast-moving environments.
Why Knowledge Articles Can Be Generated
Another key capability of Now Assist is knowledge article generation.
Based on incidents, cases, or HR requests, AI can:
Draft step-by-step resolution content
Summarise common issues and fixes
Create reusable knowledge content for self-service
These drafts are created for review and editing, not automatic publishing. Human oversight ensures accuracy, relevance, and compliance before articles go live.
Knowledge article drafts can be generated from multiple interfaces, including workspaces and the Now Assist panel.
Why User Records and Configuration Items Are Not Generated
While Now Assist is powerful, it has clear boundaries.
User records involve identity, access, and security controls that must be managed explicitly.
Configuration items (CIs) represent authoritative infrastructure data, often sourced from discovery tools and integrations.
Automatically generating these records using AI could introduce serious data accuracy and governance risks. For this reason, Now Assist does not support creating them.
Beyond Record Creation: Other Now Assist Capabilities
While this quiz question focuses on which records Now Assist can generate, the platform includes a wider set of AI-powered skills designed to support different roles and workflows.
Common Now Assist Skills
Now Assist provides several assistance capabilities to help users understand, summarise, and act on information more efficiently:
Alert simplification – Produces simplified explanations of system alerts to help users quickly understand issues.
Case or incident summarisation – Generates concise summaries of cases or incidents so agents can grasp context faster.
Chat summarisation – Summarises conversations from chat interactions, reducing the need to read long message histories.
Feedback summarisation – Condenses customer feedback into clear, actionable insights.
Knowledge draft creation – Generates draft knowledge articles based on cases or incidents for review and refinement.
Resolution note drafting – Creates summaries of how issues were resolved, supporting documentation and reporting.
Work order task summary creation – Helps field agents close tasks faster by drafting detailed completion notes.
Creator-Focused Now Assist Capabilities
For builders and developers, Now Assist also includes features that accelerate application development:
Application setup assistance – Helps kick-start new applications through conversational input.
Catalogue item creation – Generates service catalogue items based on descriptive input.
Code drafting – Produces draft scripts from text-based prompts to reduce development time.
Flow creation assistance – Helps generate automation flows in Flow Designer.
Flow recommendations – Suggests next steps or components while designing flows.
Playbook outline creation – Generates structured outlines for playbooks with placeholder activities.
Conversational self-service enhancements – Improves end-user self-service through smarter search summaries and guided request creation.
These capabilities demonstrate that Now Assist is not limited to record generation—it is a broader productivity layer designed to support users across operational, support, and development activities.
Key Takeaways
Now Assist can generate catalogue items and knowledge articles.
AI-generated content is always draft-level, requiring human review.
User records and configuration items are not created by AI due to governance and accuracy concerns.
Now Assist is designed to support, not replace, ServiceNow professionals.
Conclusion
Now Assist brings practical AI capabilities into ServiceNow by focusing on content creation where it delivers the most value. By generating catalogue items and knowledge articles, it helps teams work faster while maintaining control over critical system data.
For anyone learning or working with ServiceNow, understanding these boundaries is just as important as knowing the features themselves.
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