Clone the Now Assist for CSM skills

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 4 Minuten Lesedauer

    • The clone feature enables you to create a copy of a Now Assist skill so that you can experiment with skill settings and configure the skill to fit your business needs.

    Role required: admin

    The skills that come with the Now Assist applications have default configurations that are optimized to serve the most common use cases. If you want to change the skill settings, you can edit a skill with the Now Assist Admin console or Now Assist Skill Kit and you can create a copy of the skill. Creating a copy leaves the original skill configuration intact in case you want to use it later or want to create another copy from the original. You can activate and configure the copies of the skills by using the same guided setup as the default skills.

    Use Now Assist Skill Kit to create and publish custom prompts and skills for Now Assist for CSM, including the cloned skills from Now Assist Admin console.

    Unified Admin Experience for GenAI Skills:
    • Previously, skills cloned in Now Assist Admin console could not be edited in Now Assist Skill Kit, creating a fragmented setup process. With the new unified admin experience, users can manage GenAI skills seamlessly in Now Assist Skill Kit. This includes adding necessary headers as input, configuring or editing prompts, and maintaining all settings in a single location.
    • The unification migrates the Now Assist Admin console setup experience to Now Assist Skill Kit for all Now Assist for CSM cloned skills.
    There are 2 ways to clone Now Assist for CSM skills:
    1. Make a copy of a Now Assist skill from Now Assist Admin console.

    2. Now Assist Skill Kit Clone from Now Assist Skill Kit.

    Customizing a Now Assist for CSM skill

    Learn how to access, activate, and customize a Now Assist for CSM skill using the Now Assist Admin console and Now Assist Skill Kit.

    Role required: admin

    Now Assist for CSM provides base system skills that can be tailored to meet specific business requirements. Customization ensures that skills align with your organization's workflows, data sources, and user roles. There are two main ways to customize:
    • Using Now Assist Admin console: Modify base system skills, input configurations, and display settings.
    • Using Now Assist Skill Kit: Build and publish custom skills for advanced use cases by customizing inputs and prompts, and then publish it. You can also use the Now Assist Skill Kit to clone base system skills, as long as they are the latest versions created after the release of the Now Assist Skill Kit.
    Flowchart showing process steps in Now Assist Admin console and Now Assist Skill Kit

    Access and activate a skill in Now Assist Admin console

    1. Navigate to All > Now Assist Admin console > Skills.
    2. Select the Now Assist Skills tab.
    3. Select Customer > CSM
    4. Choose the skill you want to configure.
    5. Select Activate Skill.
    6. Go through the guided set up steps and activate the skill.
    7. To customize the base system skills:
      1. Make a copy of the skill as you cannot directly modify the base system skill.
      2. Edit the copied skill's name so it is more descriptive for the LLM.
      3. Adjust input configurations by adding fields or creating a new data source.
      4. Test the skill with a sample record.
        Tipp:
        • ISelect Edit prompt in Now Assist Skill Kit to edit the prompt in Now Assist Skill Kit.
        • You need the sn_skill_builder.admin role to edit the prompt in the Now Assist Skill Kit (NASK).
        • To edit a prompt, locate the prompt for the specified provider, clone it, apply the necessary changes, add pre or post processors and conditions as needed, finalize and publish the updated prompt, and then return to test changes on Now Assist Admin console.
      5. Customize how and when the skill capability will exist and be available.
      6. Choose how the skill will be triggered.
      7. Define who has access to this skill. Roles selected here will be available in the Select display step.
      8. Select where to display the skill- In-product, or in Now Assist panel.
      9. Under each display type, open the chevron and specify user roles by entering role names in the User roles field.
      10. Review your choices and select Activate to complete the skill customization.
        Hinweis:
        For more information, see Customize a case summarization skill in Now Assist for Customer Service Management (CSM).

    Access and clone base system skills with the Now Assist Skill Kit

    1. Navigate to All > Now Assist Skill KIt.
    2. Under the ServiceNow skills tab, select the prompt you want to edit in Now Assist Skill Kit.
      Hinweis:
      You need the sn_skill_builder.admin role to activate and customize the prompt in the Now Assist Skill Kit (NASK).
    3. Create a clone for the selected skill by selecting the overflow icon More options
    4. Enter a name, description and provider to clone the skill.
    5. In the Skill contents pane, select theInputs edit icon and add any inputs that you like to add to the prompt.
    6. In the Prompt screen, select the edit icon and add the desired inputs to the prompt or Create a new prompt.
    7. Test the prompt.
    8. Evaluate the prompt.
    9. Finalize and publish the skill from the Now Assist Skill Kit.
      Warnung:
      Once finalized, you won't be able to edit this version of the prompt. You can always update and create a new version, or clone and create a new prompt.
    10. Test the changes on associated records.
    11. Activate it in the Now Assist Admin console and set display options.
      Hinweis:
      This is not required for all skills.