AI Assist combines several capabilities that have different purposes and controls.
| Capability | What you use it for | What enables it |
|---|---|---|
| Ask | Explain errors, reason about evidence, discuss a proposed approach | AI Assist enabled for the organization/session |
| Agent | Inspect or change a connected device with available tools | AI Agent enabled, a compatible connected client, and active Remote Control |
| Built-in tools | Perform a defined operation such as a connectivity test or service restart | Organization tool selection, platform support, execution policy, and any required privilege |
| Custom tools | Give the agent an organization-authored Windows PowerShell or macOS Bash operation | A saved, published, enabled tool revision and the ordinary execution checks |
| AI-generated scripts | Fill a step that available pre-built tools do not cover | Organization allowance and a technician-selected session Code mode |
| Code from chat | Run a particular code block as written through its Execute action | Organization generated-script allowance, compatible execution access, and the applicable review path |
| Skills | Apply a reusable troubleshooting procedure across several steps | An enabled skill whose scope and platform match the request |
| Knowledge Base | Retrieve organization-authorized articles | Connected, enabled knowledge sources and their search settings |
| Web Search | Look up public documentation or current technical information | Enabled web sources with a suitable scope and trigger |
| Explainability | Review what was requested, retrieved, decided, and executed | Recording and artifact settings, plus access to the resulting session records |
A tool performs an operation. A skill explains a procedure. A knowledge source supplies information. None of these alone grants administrator access or approves a device change.
An answer is a suggestion or interpretation until its evidence supports it. For example, a successful connectivity test establishes that connectivity worked during that test; it does not prove that an intermittent fault has been fixed.