--- sourceDocument: Australia Employee Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/employee-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Configure # Configure ServiceNow Otto for HR Service Delivery (HRSD) {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Configure ServiceNow Otto for HR Service Delivery (HRSD) ServiceNow Otto for HR Service Delivery (HRSD) enables HR agents to leverage generative AI capabilities directly within Agent Workspace for HR Case Management and Core UI. With the admin role (snhrcore.admin), you can configure these AI-powered skills to enhance HR workflows, improve case handling, and provide more efficient service delivery. Show full answer Show less The AI Admin Hub console is the central tool to install the necessary plugins and configure available generative AI skills tailored for HRSD. Access and feature availability depend on your ServiceNow license tier. ## Key Features * **Generative AI Skills:** Includes chat reply recommendation, chat summarization, sidebar discussion summarization, case summarization, resolution notes generation, knowledge base (KB) generation, email recommendation, sensitivity detection, journey generation and summarization for managers, employee information summarization, and manager insights. * **Plugin Installation:** Install the `snhrgenai` plugin and its dependencies to enable the ServiceNow Otto for HRSD capabilities. * **AI Admin Hub Console:** Used to activate, configure, and manage AI skills grouped under the Employee workflow. * **Skill Configuration:** Customize triggers (when skills activate), inputs (data sources for AI generation), availability (conditions for skill use), access (user roles allowed), and display (where skills appear in the UI). * **Specialized Configurations:** Includes configuring attachment summaries, resolution notes generation, sensitivity detection, virtual agents for conversational self-service, HR AI voice agents, manager insights, Galileo Inside plugin, activity response generation, and Now Assist context menu customization. * **Restricted Caller Access (RCA) Approvals:** Manage access requests and restrict Otto capabilities specifically for sensitive employee relations cases. ## Practical Benefits for ServiceNow Customers * Enable HR agents to handle cases more efficiently using AI-generated summaries, recommendations, and automated notes. * Improve employee and manager self-service experiences via AI-powered virtual agents and conversational interfaces, reducing HR operational costs. * Customize AI skill behavior to fit specific business needs and security requirements, including data sensitivity and role-based access. * Streamline case management workflows with automated activity responses and enhanced context menus in Agent Workspace and Core UI. * Gain actionable insights on team and employee data through manager insights and journey summarization features. ## Next Steps * Install the ServiceNow Otto for HRSD plugin and dependencies following the prescribed activation order. * Access the AI Admin Hub console to activate and configure skills under the Employee workflow group. * Customize each skill's triggers, inputs, access, and display settings to align with your organizational workflows and compliance policies. * Configure specialized capabilities such as virtual agents, sensitivity detection, and Galileo Inside to optimize the HR service experience. * Address any RCA approval requirements to maintain secure and compliant use of generative AI features in sensitive HR cases. If you have the admin role, you can configure the ServiceNow Otto for HR Service Delivery (HRSD) application so that your agents can use the generative AI capabilities in Agent Workspace for HR Case Management and Core UI. Role required: sn_hr_core.admin Use the AI Admin Hub console to configure ServiceNow Otto for HR Service Delivery (HRSD). This console contains everything that you need to install the plugins and configure the generative AI skills. For additional information, see [Overview tab in AI Admin Hub](https://www.servicenow.com/docs/access?context=configuring-now-assist&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). The following list contains skills that you can access from the AI Admin Hub console. * Chat reply recommendation * Chat summarization * Sidebar discussion summarization * Case summarization * Resolution notes generation * KB generations * Email recommendation * Sensitivity detection * Journey generation for managers * Journey summarization for managers * Employee information summarization * Manager insights {#configure-now-assist-hr__ul_tpm_nmm_qfc} Note: Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). ## Procedure {#configure-now-assist-hr__section_jjq_ksg_43c} 1. Install the ServiceNow Otto for HR Service Delivery (HRSD) plugin (sn_hr_gen_ai). * For information about the plugin dependencies and plugin activation order, see [Supporting information for ServiceNow Otto for HRSD](https://servicenow-prod.fluidtopics.net/AA9ABDI4juZODWjbgvpgGw "Get a quick overview of the important information that is related to the ServiceNow Otto for HR Service Delivery (HRSD) application."). * For information about the installation process, see [Install plugins for ServiceNow Otto](https://www.servicenow.com/docs/access?context=install-now-assist-feature-plugins&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). {#configure-now-assist-hr__ul_bkd_22v_bkc} 2. Navigate to AllAI Admin Hub to access the AI Skills tab of the AI Admin Hub console. 3. Activate and configure the skills for the ServiceNow Otto for HR Service Delivery (HRSD) features. * These features are grouped under the Employee workflow group. Each feature has its associated skills. * For more information on the inputs and triggers for each skill, see [Skill inputs and triggers for ServiceNow Otto for HRSD](https://servicenow-prod.fluidtopics.net/eMZ4O6rDG1H2zq9i699uHQ "Get a quick overview of the skill inputs and triggers for ServiceNow Otto for HR Service Delivery (HRSD). By configuring the inputs or triggers for a skill, you can determine how and when a skill is used."). {#configure-now-assist-hr__ul_cjb_52v_bkc} 4. On the skill that you would like to activate, select Activate Skill. {#configure-now-assist-hr__ol_rkr_nsg_43c} ## General Configuration Steps {#configure-now-assist-hr__section_vtq_kbz_kzb} Each skill has its own configuration process. However, skill activation follows the same guided setup. What configuration steps are required varies depending on the skill. Common configuration components include the following: * Trigger: Allows you to configure the circumstances in which a skill is generated. For example, chat summarizations can be configured to generate when the chat handoff is done from a live agent to a live agent. * Input: Configure the data used to create the information generated by the skill. For example, resolution notes information is generated from the description, short description, work notes, and the additional comments fields of existing case notes. * Availability: Customize how and when the skill capability is active and accessible. For example, email reply recommendations can be configured to be always available, or defined using the condition builder to determine whether a user can activate the skill. * Access: Determine who can access this skill. By selecting specific roles, you control who can use it. The roles you choose are also available in the next step, Select display. * Display: Determine where the skill appears. For example, the call summarization skill can be configured to display on forms and workspaces or in the ServiceNow Otto panel. {#configure-now-assist-hr__ul_e5w_fcz_kzb} Saving and activating the configuration setup process is the same across all ServiceNow Otto skills. * **[Skill inputs and triggers for ServiceNow Otto for HRSD](https://servicenow-prod.fluidtopics.net/eMZ4O6rDG1H2zq9i699uHQ)** Get a quick overview of the skill inputs and triggers for ServiceNow Otto for HR Service Delivery (HRSD). By configuring the inputs or triggers for a skill, you can determine how and when a skill is used. * **[RCA approvals for ServiceNow Otto for HR Service Delivery (HRSD)](https://servicenow-prod.fluidtopics.net/HPh5oW~6w2gZBfrehT_zOw)** After you install ServiceNow Otto for HR Service Delivery (HRSD), you might encounter Restricted Caller Access (RCA) approval messages requesting for an update in the access request. * **[Restrict ServiceNow Otto capabilities for employee relations cases](https://servicenow-prod.fluidtopics.net/vzs4TN3uRveP1JiA5Bs2iA)** Restrict the ServiceNow Otto capabilities for your employee relations cases and define the availability. * **[Customize the ServiceNow Otto for HRSD skills](https://servicenow-prod.fluidtopics.net/F6HaEsRz_s~gx22safkQNw)** Customize a generative AI skill so you can experiment with skill settings and configure the skill to fit your business needs. * **[Configure attachment summary](https://servicenow-prod.fluidtopics.net/l1dlZjojZQNf9yM68FAl4Q)** Customize the case summarization skill in ServiceNow Otto for HRSD to include summaries of case attachments. * **[Configure resolution notes generation for ServiceNow Otto for HRSD](https://servicenow-prod.fluidtopics.net/XC1DulI5AVxasEHXZcCl1Q)** Configure the resolution notes generation skill to create concise summaries of case resolutions and enable agents to use the ServiceNow Otto context menu to elaborate or shorten the notes. * **[Configure sensitivity detection](https://servicenow-prod.fluidtopics.net/KAiDdgexZyQ~iA3AE9JmPQ)** Configure sensitivity detection in the ServiceNow Otto for HR Service Delivery (HRSD) application. * **[Configure Gen AI Virtual Agent for HRSD](https://servicenow-prod.fluidtopics.net/~x39hz5DfwsszZ9_8HxqhQ)** Enable your requesters to have a streamlined, conversational experience that is based on generative AI as they submit a catalog item request in Virtual Agent. By offering this generative AI experience, your organization can increase self-service and reduce operating costs. * **[Configure the ServiceNow Otto for HRSD Virtual Agent topics](https://servicenow-prod.fluidtopics.net/iCXSkVoDQmKzDkPowvHOZw)** Complete the configuration steps to enable your employees place requests to the Human Capital Management (HCM) system using the ServiceNow Otto for HRSD Virtual Agent topics in Employee Center. * **[Configure HCM AI agents from the HR Service Delivery AI Agent Collection](https://servicenow-prod.fluidtopics.net/wx8VLjEVros5fwsvORPEOA)** Enable your employees to place requests to the Human Capital Management (HCM) system using the ServiceNow Otto for HR Service Delivery (HRSD) agent collection. * **[Configure HR AI voice agents](https://servicenow-prod.fluidtopics.net/K01zc8vqPrGOGvR4xWDZew)** Enable employees to complete tasks, resolve issues, and access information through a conversational experience. * **[Configure manager insights for ServiceNow Otto for HRSD](https://servicenow-prod.fluidtopics.net/oO2AgFF8j0BcMly3k7zCgw)** Configure the manager insights skill in ServiceNow Otto for HRSD to generate a summary of team data in Manager Hub. * **[Configure ServiceNow Otto for HRSD -- Galileo Inside](https://servicenow-prod.fluidtopics.net/Mj68tPsX51ebxVgG4a1sWw)** Enable users to access functionality and benefits of the ServiceNow Otto for HRSD -- Galileo Inside \[sn_hr_na_galileo\] plugin by completing a short installation and configuration process. * **[Configure Activity Response Generation for HR Case](https://servicenow-prod.fluidtopics.net/FMIFofV0PITEpQkcBiQ6YQ)** Set up the activity response generation skill in the AI Admin Hub console to enable automated responses in comments and work notes of an HR case. * **[Configuring the Now Assist Context Menu for HR Service Delivery](https://servicenow-prod.fluidtopics.net/Ft7O_MJTIMieAmYSpeqQmg)** Customize a Now Assist skill so that agents can use the generative AI skills in HR Agent Workspace and Core UI. *[\>]: and then