Skill inputs and triggers for Now Assist for HR Service Delivery (HRSD)

  • Release version: Washingtondc
  • Updated May 5, 2024
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    Summary of Skill inputs and triggers for Now Assist for HR Service Delivery (HRSD)

    This document provides a guide for configuring skill inputs and triggers in Now Assist for HR Service Delivery (HRSD). These configurations dictate the usage and timing of various skills, enhancing the efficiency of HR service management.

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    Key Features

    • Inputs: Data elements defining the skill, such as tables and fields for case summaries.
    • Triggers: Events that initiate actions, like generating chat summaries.

    Skill Configurations

    Chat Summarization Skill

    • Virtual Agent to Live Agent Handoff: Generates a chat summary upon handoff.
    • Quick Action: Chat summary generated when a live agent uses the /summarize action.
    • Short Description: Updates the interaction's short description when the chat ends.
    • Chat Wrap-Up: Summary generated when the live agent concludes the chat.
    • Bulleted List: Presents chat summaries as an unordered list.
    • Task Creation: Auto-populates fields when a task is created.

    Case Summarization Skill

    • Input Table: HR Case [snhrcorecase]
    • Input Fields: Includes description, priority, state, additional comments, and work notes.

    Resolution Notes Generation Skill

    • Input Table: HR Case [snhrcorecase]
    • Input Fields: Includes short description, description, state, additional comments, and work notes.

    Knowledge Article Generation Skill

    • Input Table: HR Case [snhrcorecase]
    • Input Fields: Includes short description, description, close notes, additional comments, and work notes.

    Key Outcomes

    By effectively configuring these inputs and triggers, customers can streamline HR service workflows, improve case management efficiency, and enhance user experience through automated summarization and knowledge generation. These enhancements lead to faster response times and better service delivery in HR operations.

    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.

    Overview

    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

    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

    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 4. 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