Skill inputs and triggers for Now Assist for Customer Service Management (CSM)
Summarize
Summary of Skill Inputs and Triggers for Now Assist for Customer Service Management (CSM)
The skill inputs and triggers for Now Assist in Customer Service Management (CSM) allow you to configure how and when specific skills are utilized within the platform. These configurations determine the data used and the actions initiated by various skills, enhancing your customer service operations.
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Key Features
- Input Data: Identifies the tables and fields used for generating case summaries.
- Triggers: Initiate actions like chat or call summarization based on specified events.
- Chat Summarization Skill: Configurable triggers include handoffs between agents, quick actions, and chat wrap-ups.
- Case Summarization Skill: Inputs include the case table and relevant fields such as description and work notes.
- Resolution Notes Generation Skill: Uses the same input table as the case summarization skill, focusing on generating resolution notes.
- Knowledge Article Generation Skill: Similar input structure that helps draft knowledge articles based on case information.
- Call Summarization Skill: Configurable triggers for call summaries include wrap-ups and task creation.
Key Outcomes
By configuring these inputs and triggers, ServiceNow customers can expect enhanced efficiency in handling customer interactions. The skills enable automatic summarization of chats and calls, streamline case management, and facilitate knowledge generation, ultimately improving the overall customer service experience.
Use the inputs and triggers for each skill to configure how and when a skill is used.
Overview of skill inputs 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 chat 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. |
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 |
|
Knowledge article generation skill
The knowledge article generation skill includes the inputs that identify the table and fields that are used when the knowledge article draft is 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 knowledge article generation skill.
| Input | Description |
|---|---|
| Input table | Case [sn_customerservice_case] |
| Input fields |
|
Call summarization skill
For the call summarization skill, select the triggers that determine when a call summary is generated. You can also select the properties that control how a call summary is displayed.
| Trigger | Description |
|---|---|
| Call wrap-up | Call summary that is generated when the live agent or the user 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 or the user ends the call. |
| 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 property that you can select to control how a call summary is displayed.
| Property | Description |
|---|---|
| Bulleted list | Call summary as an unordered list. |
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.