Example use case for Now Assist Skill Kit

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
    • Summarize
    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 Example use case for Now Assist Skill Kit

    The Now Assist Skill Kit allows AI developers to create custom skills to enhance incident management. This example focuses on developing a skill for summarizing child incidents related to a parent incident, enabling better organization and understanding of related issues.

    Show full answer Show less

    Key Features

    • Create Custom Skills: Navigate to Now Assist Skill Kit to initiate skill creation.
    • Skill Configuration: Fill in necessary fields including skill name, description, and provider settings.
    • Prompt Development: Craft a prompt that summarizes child incidents, emphasizing key issues and patterns.
    • Input Selection: Use specific incident details as inputs for the skill's prompt.
    • Deployment Options: Configure how the skill will be accessed within the Now Assist Admin interface.
    • Testing and Publishing: Test the skill to ensure it functions correctly before finalizing and publishing it.
    • Activation: Admins must activate the skill in Now Assist Admin for it to be operational.

    Key Outcomes

    By creating and implementing the child incident summarization skill, organizations can expect improved visibility into related incidents, enabling customer service representatives to address recurring problems and significant outliers more effectively. This leads to enhanced incident resolution and customer satisfaction.

    As an AI developer, you can create custom skills with Now Assist Skill Kit. For this example, create a custom skill for child incident summarization.

    As an AI developer, you must create a skill for child incident summarization. Creating this skill can help you organize and understand multiple incidents that are related to the same parent.

    Create and configure the skill

    To create the skill:
    1. Navigate to All > Now Assist Skill Kit > Home.
    2. Select Create new skill.
    3. On the form, fill in the fields. The following information is used to fill in the form for this example:
      • Skill name: Child incident summarization
      • Description: Summarization of child incidents
      • Default provider: Now LLM Generic
      • Provider API: Now LLM Generic

      Create new skill modal for Now Assist Skill Kit.

    4. Select Create skill.
    After you create the skill, you must configure the skill settings.
    1. Select Configurations.
    2. Select the model that you want to use. For this example, you can select llm_generic.
    3. Select a temperature between 0-1 to determine the randomness and creativity of the output, such as 0.2.

    Develop the prompt

    After you create the skill and configure the settings, you must develop the prompt. To follow this example, you can use the following prompt:

    You are a customer service representative. Summarize the child incidents of the below given parent incident. The summary should contain key issues and impact across the child incidents, highlighting any patterns, recurring problems, or significant outliers. When summarizing, please consider the following: Parent incident short description: {{incident.short_description}} Parent incident description: {{incident.description}} Here are the child incident details: {{ChildIncidents.output}}

    Select the Inputs for the skill. For this example, the record is selected as the input.

    Skill input modal for Now Assist Skill Kit.

    Select insert inputs for the prompt.

    Prompt page for Now Assist Skill Kit with the Insert iIputs button outlined in red.

    For this example, the following is used:

    Parent incident short description: {{incident.short_description}} Parent incident description: {{incident.description}} Here are the child incident details: {{ChildIncidents.output}}

    Select the tools for the skill. For this example, select Flow Action and the IncidentDetailsFetcher flow resource.

    Add tool modal in Now Assist Skill Kit.

    Configure the skill deployment options

    The next step is to configure the skill deployment options. These options enable you to choose where to find the skill in Now Assist Admin.
    1. Select the Skill settings tab.
    2. Select Deployment Settings.
    3. Enable the admin to enable the skill from the Core UI by selecting the UI Action check box.
    4. Select Save.

    Test and publish the skill

    It is important to test your skill prompt to ensure that the correct type of data is being pulled in.
    1. Select Run tests.
    2. Choose a record or incident.
    3. Select Run test.

    Look at the response.

    To see the data that was brought into the prompt from your skill inputs and tools, you can look at the grounded prompt tab.

    If everything looks good, select Finalize prompt. After you finalize the prompt and you are ready to implement it, select Publish.

    Activate the skill

    After you test, finalize, and publish your skill, an admin must activate it in Now Assist Admin. To learn more about activating skills, see Activate a skill.