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Feature Overview

Glean in ServiceNow is an integrated assistant that is embedded in the Service Operations, Customer Service Management and HR Case Management workspaces to help support agents, HR and IT admins resolve issues more effectively and efficiently.

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Overview

The app enhances productivity and streamlines various support, HR and IT workflows by allowing users to:

  • Generate incident and case summaries dynamically, along with customer sentiment
  • Access AI powered issue resolution steps and ask follow-up questions to Glean Assistant
  • Receive contextual recommendations (related documents, similar incidents/cases, knowledge articles)
  • Chat with Glean Assistant
  • Compose a response to the customer
  • Run AI agents

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How the feature works

  1. The feature is available as an embedded app for incidents and cases in the Service Operations, Customer Service Management and HR Case Management workspaces.
  2. When a user opens an incident or case, they will see a Glean icon in the right hand panel. Clicking on the icon opens the app.
  3. The app takes into account the title, description, other case details and comments to understand the context of the issues reported and the conversation so far.
  4. Based on this information, the app automatically summarizes the issue, suggests resolution steps, surfaces similar issues and relevant knowledge articles, allows users to ask follow-up questions to Glean Assistant, execute prompts and compose responses.

Below we explore all the features and components available in the app:

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Structured summary of the current ServiceNow incident or case

The summary highlights the key points of interest including the issue that was reported, a suspected cause if identified, the current status of the case, and the customer sentiment in the form of concise bullet points.

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Set of suggested next steps for issue resolution

Next steps aim to help users resolve the issue as quickly as possible. Glean understands the case context, knows what information the user has access to and is able to suggest steps towards resolution by bringing relevant company knowledge directly into ServiceNow. This saves users time by presenting relevant information without the users having to search for it. In addition, citations help users verify the next steps and get more information from documents (expand Sources) used to generate the suggestions.

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Quick access to Glean Assistant

Users can interact with Glean Assistant, ask follow-up questions, or get help with any relevant issue by quickly without leaving ServiceNow

Users can hover over a document and click to see a summary. In addition to related tickets and knowledge base articles, Resources will surface the latest relevant documentation from across the company, such as Slack threads, to help solve the ticket.

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Run agents

Admins are able to add selected agents to Glean in ServiceNow. End users can see and run these agents right from the interface.

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Compose a response

Glean helps you compose a response based on the case contents. End users can modify the response and send it to the customer, thus streamlining communication. You can also refine the response to make it more concise, friendly or professional.

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    Search across all your apps

    Click the Glean icon on the top bar. Glean Search will open, allowing you to search across all your enterprise apps connected to Glean, directly from ServiceNow. The Glean search on the top bar allows searching across all your enterprise apps connected to Glean, directly from ServiceNow.

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    Ability to greenlist data sources for search, recommendations, and chat

    Shown below in the installation instructions, admins have the ability to greenlist a certain set of data sources for search and related documents.

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Compatibility

Glean in ServiceNow has been tested on the Xanadu release of ServiceNow, and also works on the Washington release. It is embeddable in the following workspaces:

  • Service Operations Workspace
  • CSM Configurable Workspace
  • HR Case Management Workspace

Glean in ServiceNow will be available on the following objects:

  • incident
  • sn_customerservice_case
  • sn_hr_core_case

Ideally, any workspace built off of the “Next Experience” UI framework should be supported.

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Installation Instructions

Please reach out to your Account Executive or Solutions Engineer for assistance installing Glean in ServiceNow.

Configure Glean in ServiceNow
How to configure and set up Glean in Servicenow for your team.

Glean in ServiceNow brings AI-powered features directly into your team’s support applications to improve ticket resolution efficiency. As a Glean Admin, you can configure Glean in ServiceNow to align with your team’s specific needs.

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​Setting up a Glean in ServiceNow configuration

To customize Glean in ServiceNow, you’ll need to create a configuration in the Admin Console:

  1. Navigate to Admin Console > Platform > Glean Assist.
  2. Click the New Configuration button.
  3. Select ServiceNow. If your team uses multiple applications, you can add configurations for each one.

After selecting an application, you’ll be directed to an editor screen where you can customize the configuration. Once you click Save, your configuration will appear in a table on the Glean in ServiceNow page.

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​Customizing knowledge sources

Glean in ServiceNow references various knowledge sources to suggest next steps and recommend resources. You can edit these sources to better suit your team by editing the Knowledge Sources field in your configuration.

By default, this field is left blank, allowing Glean in ServiceNow to reference all company knowledge in Glean.

If you specify sources in the Knowledge Sources field, Glean in ServiceNow will only use those sources, ignoring all others.

Once the configuration is saved, your changes will take effect immediately.

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Draft a Response feature

The Draft a Response feature helps your team craft responses to customers. You can customize how they’re written by adding instructions.

For example:

  • Specify a salutation that you want responses to begin with.
  • Specify a signature that you want responses to end with.
  • Specify the desired tone or formatting of messages.

Once the configuration is saved, your changes will take effect immediately.

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Adding AI agents to Glean in ServiceNow

You can add Glean agents into Glean in ServiceNow, enabling your team to run agents without switching contexts.

To add agents:

  1. Open your Glean in ServiceNow configuration.
  2. Go to the Your Agents section.
  3. Click Add Agent to see all agents that are visible to everyone.
  4. Select your desired agent and click Add. Repeat as needed to add multiple agents.

Once added, the agents will appear in the Your Agents section.

From here, you can:

  • Rearrange agents by dragging them into the desired order.
  • Remove agents by clicking the trash bin icon.

Note: If an agent is deleted or its visibility is restricted, it will be automatically removed from your configuration.

Once the configuration is saved, your changes will take effect immediately.