Now Assist Overview Effective September 10, 2025
Table of Contents
2.1 Now Assist Actions and Assists Consumed ................................................................................... 3
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1. Now Assist Now Assist refers to generative AI-powered experiences on the Now Platformïą. With Now Assist, you can improve productivity and efficiency in your organization with better self-service, faster answers and recommended actions, and empower users to search more effectively.
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2.1 Now Assist Actions and Assists Consumed Skill
Skill Action
Assists Consumed
Agentic workflow â small
Execution of a small agentic workflow (Less than 4 actions) by an AI agent team. An agentic workflow begins when an orchestrator agent initiates activity, and ends on workflow completion, 20 actions, or 1 hour of inactivity.
25
Agentic workflow â medium
Execution of a medium agentic workflow (5-8 actions) by an AI agent team. An agentic workflow begins when an orchestrator agent initiates activity, and ends on workflow completion, 20 actions, or 1 hour of inactivity.
50
Agentic workflow â large
Execution of a large agentic workflow (9-20 actions) by an AI agent team. An agentic workflow begins when an orchestrator agent initiates activity, and ends on workflow completion, 20 actions, or 1 hour of inactivity. Any actions beyond the first 20 will be counted in a new agentic workflow.
150
Agile story generation
One multi-turn conversation for creating stories from an epic.
5
Alert analysis
One analysis request (including those invoked manually via UI or automatically).
1
Alert investigation
One invocation from an Alert (in any interface spanning all incidents related to the alert).
1
App generation
One application generated (including metadata supporting the userâ application requirement), including applications generated in any interface or channel.
2,500
App summary generation
One app summary generation request triggered by user.
5
Architectural decision record summarization
One summarization request (including those invoked via UI or workspace configuration) interface or channel.
5
Attachment summarization
Provides contextually relevant data from transcribed JPEG and PNG attachments on all incidents.
5
Build Agent call
One single user-initiate tool call made to the Building Agent.
25
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Business Application Insights
One request to understand context and insights about a business application.
1
Case summarization for approvals
One request to summarize HR case requiring an approval to help approvers quickly understand the full context.
1
Catalog item generation
One Service Catalog item generation request triggered by user.
250
Change risk explanation
One request Change risk explanation request (including those invoked via UI or workspace configuration).
1
Chat reply recommendations
One chat response recommendation request (including those invoked via UI or workspace configuration).
5
Chat summarization / Call summarization
One chat or call summarization request (including those invoked via workflow button or workspace configuration).
1
CI summarization
One summarization request for a CI record.
1
Client script summarization
One client script explanation requested by the user.
5
Code autocomplete
One code autocomplete suggestion accepted by the user.
5
Code edits
One code edit request accepted by the user.
5
Code explain / summarize
One code explanation or summary requested by the user.
5
Code generation
One code generation request triggered by user (including requests generated from comment, or function completion).
5
Contract analysis
One contract analysis request.
50
Contract metadata extraction
One contract metadata extraction request.
20
Control de-duplication using RAG + Hybrid Search + S/LLM
One request to deduplicate list of similar control objectives (invoked via UI or workspace configuration for selected control objective).
50
Control objective deduplication and rationalization
One request to generate a standardized common control objective based on similar control objectives detected by system.
25
Correlation insights
One request (including those involved via
5 5
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workflow button or workspace configuration). Customer summarization for approvals
One request to summarize HR case requiring approval to help approvers quickly understand the full context.
1
Data binding generation
User chooses to âAcceptâ formula presented to them after requesting, via utterance, to have formulas and data bindings automatically configured in UI Builder.
5
Data visualization generation
One generation of analytics data visualization.
250
Document extraction (fields)
One document field extraction request (up to 25 pre-defined fields per request).
10
Document extraction (tables)
One document table extraction request (up to 10 pre-defined table columns per request).
10
Document Q&A
One document Q&A request (up to 15 predefined questions per request).
10
Document summarization
One doc summarization request (including those invoked via UI or workspace configuration) interface or channel.
5
Email mass communication
One email generation for mass communication (including those invoked via UI or workspace configuration).
5
Email project summary
One project summarization request in project workspace.
10
Email response
One email response recommendation request (including those invoked via UI or workspace configuration).
5
ESG document extraction (fields)
One Metric document filed extraction request (up to 25 pre-defined fields per request)
25
ESG document extraction (tables)
Invoice details (One or multiple rows) extraction tagged to one Metric document extraction request (up to 25 pre-defined fields per request).
25
Event generation
One event configuration request accepted by the user.
5
Experience (UI) generation
One experience generated; assists counted after the user has saved the outcome.
1,000
Feedback summarization
One summarization request invoked via workspace.
10
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Field encryption decryption key access
One request to understand user(s) that have access to a specific encryption key.
5
Filter sample generation
One generation of sample phrases for a semantic filter.
1
Flow generation (using images)
One flow generation call (including previews) triggered by user to generate a flow from text using Now LLM.
500
Flow recommendation
One accepted flow recommendation.
10
Flow summarization
One flow summary requested by the user.
5
Growth plan generation
One flow generation call triggered by a user to generate a growth plan from text.
5
Identify duplicate articles
Generate a list of the duplicate articles across the instance.
500
Incident assist
One request to look up incident related information including follow up requests.
5
Invoice data extraction
One invoice data extraction request, extracting relevant fields from the invoice document.
20
Journey generation
One flow call triggered by a user to generate a journey from text.
10
Journey summarization for managers
One summarization request for a single employee. journey.
1
Knowledge article generation
One knowledge article generation request, including knowledge articles generated in any interface or channel.
10
LEAP action reducer
One resolution steps generation request on a group of records (up to 10 records per request).
25
*Maximum of 50 records supported per group Manage duplicate CIs
One multi-turn conversation to remediate tasks, create new templates, and/or conduct root cause analysis on tasks.
5
Matter summarization
One summarization request (including those invoked via workflow button or workspace configuration).
1
Mobile card generation
Create a mobile card using context provided by the user as well as context from the mobile experience the card is being added to.
10
Multi-context synthesized
One answer generated.
1 7
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answer generation Multi-record summarization for suppliers
One summarization request (including those invoked via workflow button, workspace, configuration, interface, or channel).
1
Multi-turn catalog ordering
One end-to-end catalog order.
10
Now Assist panel conversation
One conversation in Now Assist panel. Conversation ends on the earlier of 1 hour of inactivity or change in intent (including execution of a new task).
5
Now Assist Q&A genius results (Search Q&A)
One answer card produced in AI Search results.
1
Now Assist Virtual Agent topics
One end-to-end Virtual Agent topic execution.
10
Outcome summarization
One outcome summarization requested by the user.
1
Persona assistant
One request to generate a comprehensive employee summarization and facilitate follow up.
10
Playbook generation
One playbook generation call triggered by user to generate a playbook from text.
2,500
Playbook generation using images
One playbook generation call to generate a playbook from text or an image.
2,500
Playbook recommendations
One accepted recommendation. An accepted recommendation will include selecting an activity from the recommendations spoke or manually selecting an activity that was also visible in the recommendations.
10
Platform navigation
One navigation request via any interface or channel.
1
Purchase order line mapping
One invoice mapping request, mapping invoice line items to purchase order lines.
10
Post-incident analysis
One post-incident analysis (including root cause analysis, impact assessment, and lessons learned) generated during the flow of closing the security incident.
1
Process inefficiency highlights analysis
One highlight request for identifying the most impactful outliers related to process inefficiency.
50
Procurement case summarization
One procurement case summarization request (including those invoked via workflow button,
1 8
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workspace configuration, interface, or channel). Recommended actions â SAM / SecOps
One request to resolution steps.
generate
recommended
5
Refine drafted text
One content refine request (elaborate/shorten) triggered by the user via UI.
1
Regex generation
One accepted Regex pattern by the user.
5
Regulatory alert impacted citations
One request to recommend (including those invoked via UI or workspace configuration) citations with improved accuracy; impacted due to regulatory alert (including those invoked via UI or workspace configuration) powered by NowLLM and Advanced AI Search/RAG.
20
Regulatory alert impacted control objectives
One request to recommend (including those invoked via UI or workspace configuration) control objectives with improved accuracy; impacted due to regulatory alert powered by NowLLM and Advanced AI Search/RAG.
20
Regulatory alert summarization
One request to summarize (including those invoked via UI or workspace configuration) an incoming regulatory alert into a concise readable format powered by NowLLM.
1
Regulatory mapping with AI [controls recommendation]
One request to recommend (including those invoked via UI or workspace configuration) controls with improved accuracy and precision; impacted due to regulatory alert powered by NowLLM and Advanced AI Search/ RAG.
20
Request and requested item summarization for approvals
One request to summarize ITSM request or requested item requiring an approval to help approvers quickly understand the full context.
1
Resolution note / Security Incident resolution notes generation
One resolution note generation request (including those invoked via workflow button or workspace configuration).
1
Resume skill extraction
One request triggered by a user to extract the skills from the resume.
10
Risk event summarization
One request to summarize risk event requested to help users quickly understand the full context of the risk event record.
1
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Risk assessment summarization
Use NowLLM to generate risk assessment summaries from inherent, residual, target risks, and control effectiveness data. These summaries highlight key factors and relevant comments, helping accessors and approvers gain actionable insights.
1
RPA bot generation
One RPA bot generation call (including previews) triggered by user to generate an RPA flow from text.
500
Schedule data discovery job
One request to schedule a data discovery job.
5
Sentiment analysis on Case
Analyze the sentiment on a Case and get ad hoc updates per its progress.
1
Sentiment analysis (case, incident, HR)
One sentiment call triggered either on record page load or schedule job (frequency of job can be configured by the customers).
1
Service Bridge map generation
Generate a remote task definition map for Service Bridge via a UI action.
500
Service Graph Connector diagnosis
One request to diagnose issues with any Service graph connector.
1
One call triggered by a user to read, understand, and respond to visual data and forms or preview the extracted information.
30
ServiceNow Lens
Spoke generation
A single action generated inside of a new spoke or existing spoke.
500
Skill Kit / custom call
One call to an LLM from a custom feature (skill) using Generative AI Controller. Calls exceeding 1,000 output tokens are considered multiple calls. Includes Auto Evaluation (calls scale with data records) and Agentic Workflow Evaluation (calls scale with data records).
1
Subflows and actions
One end-to-end conversational flow execution.
10
Suggested steps generation
Analyze clusters of similar closed and resolved incidents to suggest next steps for resolution.
25
Suggested steps in recommended actions
Provides suggested steps for a live agent to take to resolve a case based on KBs, cases, etc.
25
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Summarization (case / change / incident / security incident / dispute / claim / service problem case / test / work order / sourcing request / Purchase requisitions / account onboarding case / engagement / prompt configurability / alert / publisher compliance / touchpoint / supplier case / purchase order for specialists / purchase order for requesters / negotiation and negotiation event / invoice case / procurement case / product compliance / Success initiative / Customer play / Internal Play)
One summarization request (including those invoked via workflow button, workspace configuration, interface, or channel).
1
Synthetic data generation
One synthetic data record generated (with or without seed data) through Now Assist Data Kit. A dataset can contain up to 100 records.
1
Task generation
One multi-turn conversation for generating tasks from Docs content, including adding the generated tasks to a CWM board.
5
Test case generation (Textto-test)
One test case generation request.
50
Write planning items
Write planning item introduces quick actions to refine text, accelerate planning item creation while enhancing quality.
1
Work notes analysis
One work notes analysis request.
250
Work notes analysis for small transitions
One work notes analysis request (for records less than 25).
100
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