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Now Assist for HR Service Delivery \(HRSD\) › HR Service Delivery › Employee Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Configure Now Assist for HR Service Delivery (HRSD)

If you have the admin role, you can configure the Now Assist for HR Service Delivery (HRSD) application so that your agents can use the generative AI capabilities in Agent Workspace for HR Case Management and Core UI.

Role required: sn_hr_core.admin

Use the Now Assist Admin console to configure Now Assist for HR Service Delivery (HRSD). This console contains everything that you need to install the plugins and configure the generative AI skills. For additional information, see Overview tab in Now Assist Admin.

The following list contains skills that you can access from the Now Assist Admin console.

  • Chat reply recommendation
  • Chat summarization
  • Sidebar discussion summarization
  • Case summarization
  • Resolution notes generation
  • KB generations
  • Email recommendation
  • Sensitivity detection
  • Journey generation for managers
  • Journey summarization for managers
  • Employee information summarization
  • Manager insights

Note: Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see ServiceNow product tiers.

Now LLM Service is currently the only provider for this application's skills.

Procedure

  1. Install the Now Assist for HR Service Delivery (HRSD) plugin (sn_hr_gen_ai).

    Note: For information about the plugin dependencies and plugin activation order, see Supporting information for Now Assist for HRSD.For information about the installation process, see Install Now Assist plugins.

  2. Navigate to All > Now Assist Admin > Skills to access the Now Assist Skills tab of the Now Assist Admin console.

  3. Activate and configure the skills for the Now Assist for HR Service Delivery (HRSD) features.

    Note: These features are grouped under the Employee workflow group. Each feature has its associated skills.

  4. On the skill that you would like to activate, select Activate Skill.

General Configuration Steps

Each skill has its own configuration process. However, skill activation follows the same guided setup. What configuration steps are required varies depending on the skill.

Common configuration components include the following:

  • Trigger: Allows you to configure the circumstances in which a skill is generated. For example, chat summarizations can be configured to generate when the chat handoff is done from a live agent to a live agent.
  • Input: Configure the data used to create the information generated by the skill. For example, resolution notes information is generated from the description, short description, work notes, and the additional comments fields of existing case notes.
  • Availability: Customize how and when the skill capability is active and accessible. For example, email reply recommendations can be configured to be always available, or defined using the condition builder to determine whether a user can activate the skill.
  • Access: Determine who can access this skill. By selecting specific roles, you control who can use it. The roles you choose are also available in the next step, Select display.
  • Display: Determine where the skill appears. For example, the call summarization skill can be configured to display on forms and workspaces or in the Now Assist panel.

Saving and activating the configuration setup process is the same across all Now Assist skills.

Parent Topic:Now Assist for HR Service Delivery (HRSD)