Skill Inputs and Triggers

The configuration varies by skill, focusing on either inputs (data fields and tables used) or triggers (events that initiate actions):

• Chat Summarization Skill: Triggers determine when chat summaries are created and how they are displayed. Key triggers include Virtual Agent to Live Agent handoff, quick actions by agents, chat wrap-up, and task creation. You can configure summary formats such as bulleted lists and update fields like short description and chat summary.
• Case Summarization Skill: Uses predefined input fields from the HR Case table (snhrcorecase), such as Description, Priority, State, and Work notes, to generate case summaries. These fields are read-only. Note that summarization is not available for Cancelled or Suspended cases.
• Resolution Notes Generation Skill: Generates resolution notes using specific HR Case fields including Short description, Description, State, and Work notes. These inputs are also read-only.
• Email Reply Recommendation Skill: Triggered manually by agents to generate suggested email replies, enhancing response efficiency.
• Knowledge Article Generation Skill: Automatically creates knowledge articles from case data, using inputs such as Short description, Description, Close notes, and Related tasks from the HR Case table.

Practical Benefits for ServiceNow Customers

• Automate and standardize chat and case summaries, improving communication clarity and record-keeping.
• Streamline resolution note creation to ensure consistent and comprehensive case documentation.
• Facilitate faster and more accurate email responses through reply recommendations triggered by agent actions.
• Generate knowledge articles directly from case data to enhance knowledge management and self-service capabilities.
• Maintain control over when and how AI skills activate, aligning automation with your HR service workflows and policies.