Skill inputs and triggers for Now Assist for HRSD

Release version: Australia

Updated March 12, 2026

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Summary of Skill Inputs and Triggers for Now Assist for HRSD

This guide provides an overview of skill inputs and triggers for Now Assist in HR Service Delivery (HRSD). By configuring these inputs and triggers, you can control the usage and timing of various skills, enhancing efficiency in HR processes.

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Key Features

Chat Summarization Skill: Configurable triggers include:
- Virtual Agent to Live Agent handoff
- Quick action by live agents
- Short description updates upon chat end
- Chat wrap-up on chat completion
- Task creation auto-population
Case Summarization Skill: Inputs define the case summary generation, focusing on:
- Input table: HR Case
- Fields: Priority, Short description, State, Additional comments, Work notes
Resolution Notes Generation Skill: Similar to case summarization, it identifies:
- Input table: HR Case
- Fields: Short description, Description, State, Additional comments, Work notes
Case Sentiment Analysis Skill: This skill utilizes inputs and produces outputs including:
- Input table: Case
- Fields: Short description, Description, Priority, State, Creation date, Activities
- Outputs: Sentiment values and trends
Knowledge Article Generation Skill: Inputs for generating knowledge articles focus on:
- Input table: HR Case
- Fields: Short description, Description, Close notes, Additional comments, Work notes

Key Outcomes

By configuring these skills, ServiceNow customers can automate and enhance HR operations, improve case management efficiency, and derive valuable insights from sentiment analysis. This results in better resource allocation, improved service delivery, and streamlined communication within HR processes.

Get a quick overview of the skill inputs and triggers for Now Assist for HR Service Delivery (HRSD). By configuring the inputs or triggers for a skill, you can determine how and when a skill is used.

Depending on the selected skill, you can configure the inputs or triggers. These settings determine how and when a skill is used. An input identifies the data that is used for a skill, such as the table and fields that are used to generate a case summary. A trigger initiates an action, such as when the system generates a chat summary.

Chat summarization skill

For the chat summarization skill, select the triggers that determine when a chat summary is generated and how a chat summary is displayed.

The following table lists the triggers that you can configure for the chat summarization skill of the Chat Assist feature.

Table 1. Triggers for the chat summarization skill
Trigger	Description
Virtual Agent to Live Agent handoff	Chat summary that is generated when the chat handoff is done from Virtual Agent to a live agent.
Quick action	Chat summary that is generated when the live agent performs the `/summarize` quick action.
Short description	Short description field that is updated for the interaction when the live agent ends the chat.
Chat wrap-up	Chat summary that is generated when the live agent ends the chat. The Chat Summary field is updated for the interaction.
Bulleted list	Chat summary as an unordered list.
Task creation	Short description and Description fields that are auto-populated when a task is created.

Case summarization skill

The case summarization skill includes the inputs that identify the table and fields that are used when a case summary is generated.

Note:

These fields are read-only.

The following table lists the inputs for the case summarization skill.

Table 2. Inputs for the case summarization skill
Input	Description
Input table	HR Case [sn_hr_core_case]
Input fields	Description Priority Short description State Additional comments Work notes

Note:

Case summarization is not available for Cancelled or Suspended cases.

Resolution notes generation skill

The resolution notes generation skill includes the inputs that identify the table and fields that are used when the resolution notes are generated for a case.

Note:

These fields are read-only.

The following table lists the inputs for the resolution notes generation skill.

Table 3. Inputs for the resolution notes generation skill
Input	Description
Input table	HR Case [sn_hr_core_case]
Input fields	Short description Description State Additional comments Work notes

Case sentiment analysis skill

The case sentiment analysis skill includes the inputs and outputs that identify the table and fields that are used when a case sentiment is generated.

Table 4. Inputs for the sentiment analysis skill
Input	Description
Input table	Case [case]
Input fields	Short description Description Priority State Creation date Activities

Table 5. Outputs for the sentiment analysis skill
Output	Description
Sentiment values	Positive Neutral Negative
Sentiment trend	Improving Declining Stable
Sentiment reasoning	Reasons for providing the sentiment value.

Table 6. Scheduled job for the sentiment analysis skill
Scheduled job name	Default value	Description
Sentiment analysis scheduled job (case)	True	Refreshes sentiments on the Trigger frequency screen for the Sentiment analysis skill.
Update sentiment historical records	False	When active, calculates sentiment and sentiment trends for historical records.

Knowledge article generation skill

The knowledge article generation skill includes the inputs that identify the table and fields that are used when a knowledge article is generated for a case.

Note:

These fields are read-only.

The following table lists the inputs for the knowledge article generation skill.

Table 7. Inputs for the knowledge article generation skill
Input	Description
Input table	HR Case [sn_hr_core_case]
Input fields	Short description Description Close notes (for HR cases) Additional comments Work notes