Skill inputs and triggers for Now Assist for Public Sector Digital Services (PSDS)
Summarize
Summary of Skill Inputs and Triggers for Now Assist for Public Sector Digital Services (PSDS)
This document provides guidance on configuring skill inputs and triggers for Now Assist in Public Sector Digital Services (PSDS). By adjusting these settings, customers can define how and when specific skills are utilized within the system, enhancing overall efficiency in case management and communication.
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Key Features
- Inputs: Define the data sources used for skills, including tables and fields, essential for generating case summaries.
- Triggers: Determine the events that initiate actions, such as generating chat summaries during interactions.
- Chat Summarization Skill: Customize when chat summaries are generated based on specific triggers like agent handoffs and wrap-ups.
- Case Summarization Skill: Utilize fixed input sources to generate case summaries without modification of the data source.
- Resolution Notes Generation Skill: Similar to case summarization, this skill uses predefined inputs to create resolution notes for cases.
Key Outcomes
By configuring the inputs and triggers effectively, ServiceNow customers can expect:
- Improved case summary accuracy and relevance through automated input data.
- Streamlined communication with clear chat summaries that enhance agent interactions.
- Consistency in data handling as the input sources remain fixed, ensuring reliability across applications.
Use the inputs and triggers for each skill to configure how and when a skill is used.
Overview of skills and triggers
Depending on the selected skill, you can configure 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. You can also select the properties that control how a chat summary is displayed.
| 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. |
| Live Agent to Live Agent handoff | Chat summary that is generated when the chat handoff is done from a live agent to a live agent. |
| Quick action | Chat summary that is generated when the live agent performs the /summarize quick action. |
| Chat wrap-up | Chat summary that is generated when the live agent ends the chat. The Chat Summary field is updated for the interaction. |
| Short description | Short description field that is updated for the interaction when the live agent ends the chat. |
| Task creation | Short description and Description fields that are auto-populated on the task record when a task is created from an interaction. |
The following table lists the inputs for the case summarization skill.
| Input | Description |
|---|---|
| Chat conversations | Virtual Agent chat conversations are input data by default. |
| Portals | Portals to use as the source of the input data. You can't deselect the default product portal, and portals that are already in use by other products can't be selected. |
The following table lists the property that you can select to control how a chat summary is displayed.
| Property | Description |
|---|---|
| Bulleted list | Chat summary as an unordered list. When this option is set to Off, the chat summary can be viewed in paragraph form. |
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.
In this release, you can't modify a skill's input data source. The data source contains the tables and fields that the skill relies on.
The following table lists the inputs for the case summarization skill.
| Input | Description |
|---|---|
| Input table | Case [sn_customerservice_case] |
| Input fields |
|
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.
In this release, you can't modify a skill's input data source. The data source contains the tables and fields that the skill relies on.
The following table lists the inputs for the resolutions notes generation skill.
| Input | Description |
|---|---|
| Input table | Case [sn_customerservice_case] |
| Input fields |
|