Customize a KB generation skill in Now Assist for Field Service Management (FSM)

  • Release version: Yokohama
  • Updated July 1, 2025
  • 2 minutes to read

    • If you have the admin role, you can customize the Now Assist for FSM KB generation skill so that agents can use the generative AI skills in CSM/FSM Configurable Workspace and in Core UI.

    Before you begin

    Role required: wm_admin

    About this task

    The out-of-the-box (OOB) KB is generated for the following states: Close Complete, Close Incomplete, and WIP. From the Now Assist Admin console, you can duplicate and customize the availability of the KB generation skill.

    Procedure

    1. Navigate to All > Now Assist Admin > Skills.
    2. In the Customer workflow group, select FSM to view the skills for the Now Assist for FSM features.
    3. Create a copy of the Now Assist for FSM KB generation skill and customize the input fields.
      1. On the KB generation skill feature card, select the more actions icon .
      2. Select Make a copy.

        A guided setup leads you through the configuration of the general details, input, availability, display, review, and activation of the customized skill. When you complete the entire walk-through, the skill is activated.

    4. In the General details step, fill in the fields.Name and describe the skill.
      1. Enter a name and description for the skill.
      2. Select Save and continue to go to the next step.
    5. View the input data. Select the default Knowledge Base for NAP.
      1. The table record and input fields are read-only.
      2. Select the Default Knowledge Base for Now Assist panel.
      3. Select Save and continue.
    6. Define how the skill is available to your users. Define the skill availability.
      1. Configure the skill to be always available to users, or select conditions that must be met before the skill is available.
        Selecting Customize skill availability displays a condition builder to filter the data further.
      2. Select Save and continue to go to the next step.
    7. Configure where to display the KB generation. Choose where to display the KB generation.
      1. Select either In-product, or Now Assist panel.
        • In-product: When selected, the Now Assist KB generation skill is displayed on the forms and workspaces.

          For the skill to appear in the product, select the down arrow to identify the roles that can use the skill. The only supported roles are wm_manager and wm_dispatcher.

        • Now Assist panel: When selected, the Now Assist KB generation skill is available in the Now Assist panel.

          For the skill to appear in the Now Assist panel, select the down arrow to identify the roles that can use the skill. The only supported roles are wm_manager and wm_dispatcher.

      2. Select Save and continue to go to the next step.
    8. Review and activate the skill. Review and activate.
      Review your choices and select Activate to complete the skill customization.