New

Use the trending topics dashboard to get a comprehensive view of trending topics across cases, along with insights and visualizations to facilitate deeper analysis. This feature helps support teams track trend progression, regional impact, and see more into specific trends using customizable filters.
Use sentiment trends analysis to access a unified view of customer sentiment across cases, accounts, and live agent interactions. The dashboard uses LLM-powered insights to explain sentiment changes and lets you see more to find root causes—helping teams take targeted actions that improve customer satisfaction.
Use the activity response generation skill to automatically generate recommendations for work notes and comments. This feature helps agents quickly add meaningful updates to case records, improving efficiency, and interaction quality.
Availability of Now Assist Context Menu Config setup for extended tables within resolution notes.

Changed

Added sentiment scoring to both the case record page and list view across cases. The sentiment scale ranges from very positive, positive, neutral, negative to very negative.
Skills cloned in Now Assist Admin console (NAA) can now be edited in Now Assist Skill Kit (NASK). This allows users to add headers, configure prompts, and manage GenAI skills in one location. The migration supports case summarization, resolution notes generation, and sentiment analysis.
Define trigger step has been added to the case summarization flow that provides the option to choose how the skill will be triggered - User Trigger and Automatic.
Enhanced email response skill with the option to generate reply suggestions in the compose area using preset templates that include headers, footers, and signatures.