Configure skills in domain for Now Assist for CSM Now Assist for CSM

  • Release version: Washingtondc
  • Updated July 1, 2024
  • 1 minute to read

    • After creating new accounts, domains and users, Admin can activate skills with different skill configurations in each domain.

    Before you begin

    Role required: admin

    About this task

    By default, skill configurations in domains inherit settings from the global domain unless they are overridden by new configurations in that domain.

    Procedure

    1. Change the current domain to the desired domain by selecting the domain where you wish to activate the skills.
      Figure 1. Domain scope
      Different domains created under global scope

      For example, if you want to configure the skill in “ParentDomain”, change the Domain scope to “ParentDomain”.

    2. Navigate to the Now Assist Admin console via All > Now Assist Admin Console > Features > Features.
    3. Select the global skill configuration to activate it within the current domain and set up its own unique skill configuration.
      A modal popup appears to confirm that the skill configuration is currently being edited in the current domain. This action creates a new skill configuration that overrides the existing global configuration.The active skill configuration currently in use is derived from the global domain and shares the same name as the global skill configuration.
      Figure 2. Edit skill in a domain
      Confirmation modal pop up indicating that the skill configuration is being edited in the current domain.
    4. Select Yes, edit to proceed to the guided setup.
      The configuration set up will be applicable to the current domain and will be inherited by its child domain. The name of the skill will change to <Skill Name> for <Domain Name>. For example, if the skill configuration - Case summarization for ParentDomain is activated, it will override the global setting and apply to both ParentDomain and ChildDomain. However, if the skill configuration like "Case summarization for ChildDomain” is activated in ChildDomain , it will only apply to ChildDomain.
      Note:
      The activation order must follow Global > Parent domain > Child domain to ensure proper inheritance and overrides. If the child skill config in the child domain is activated before the parent domain, the parent skill config won't be able to override the existing skill config in the child domain. Consequently, both the parent skill and the child skill will remain active in the child domain, resulting in misconfiguration.
      Figure 3. New skill configuration name
      Configuration set up will be applicable to the current domain and name of the skill will change to <Skill Name> for <Domain Name>.

      More information about domain separation for CSM can be found in Domain separation and Customer Service Management