Skill inputs and triggers for Now Assist for Customer Service Management (CSM)

  • Release version: Xanadu
  • Updated January 30, 2025
  • 7 minutes to read
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    Summary of Skill Inputs and Triggers for Now Assist for Customer Service Management (CSM)

    The skill inputs and triggers for Now Assist in CSM allow you to configure how and when various skills are utilized. Inputs refer to the data that informs a skill, while triggers initiate specific actions within the system, such as generating summaries or recommendations during customer interactions.

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    Key Features

    • Chat Summarization Skill: Configure triggers for chat summaries based on agent handoffs, quick actions, and chat wrap-ups. Inputs include chat conversations and portals.
    • Chat Reply Recommendation Skill: Generate reply recommendations manually through user-triggered actions.
    • Sidebar Discussion Summarization Skill: Summarizes discussions when manually triggered by agents.
    • Case Summarization Skill: Uses predefined input tables and fields to generate summaries.
    • Resolution Notes Generation Skill: Similar to case summarization, this skill generates resolution notes based on specified inputs.
    • Email Response Skill: Allows agents to trigger email responses manually and provides options for refining actions.
    • Knowledge Article Generation Skill: Generates drafts for knowledge articles based on case inputs.
    • Call Summarization Skill: Summarizes calls when triggered by specific events, with properties for display control.
    • Case Sentiment Analysis Skill: Analyzes case sentiment with inputs and scheduled jobs to refresh sentiment data.
    • Suggested Steps Generation Skill: Offers suggested steps based on past similar cases to guide agents in handling current cases.

    Key Outcomes

    By utilizing these skills and their configurations, ServiceNow customers can enhance customer service efficiency through automated summaries, recommendations, and sentiment analysis. This leads to improved case handling, better agent support, and ultimately, a more effective customer service experience.

    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.

    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.
    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.

    Table 2. 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.

    Table 3. Property for the chat summarization skill
    Property Description
    Bulleted list Chat summary as an unordered list.

    Chat reply recommendation skill

    For the chat reply recommendation skill, select the triggers that determine when a chat reply recommendation is generated.

    The following table lists the triggers that determine when a chat reply recommendation is generated.

    Table 4. Triggers for the chat reply recommendation skill
    Trigger Description
    User triggered Chat reply recommendation that is generated when the agent manually triggers the skill.
    Table 5. Now Assist context menu
    Field Description
    Button Props Trigger button properties, for example:
    • Variant
    • Size
    • Icon
    Refine Actions Action options shown when the Refine button is selected, for example:
    • Shorten
    • Elaborate
    Recommendation Dialog Props Recommendation dialog window properties, for example: headerLabel.
    WWNA Component ID Component ID that supports Now Assist context menu, for example: agent-chat.
    Default Preset Action Default action when the trigger button is selected with no text in the chat window.
    Table Table used for the interaction.
    Timeout Error Message Error that displays after a timeout.
    Preset Actions Action options shown when text is entered in the chat window and the trigger button is selected, for example:
    • Shorten
    • Elaborate

    Sidebar discussion summarization skill

    For the sidebar discussion summarization skill, select the triggers that determine when a sidebar discussion summary is generated.

    The following table lists the triggers that determine when a sidebar discussion summary is generated.

    Table 6. Triggers for the sidebar discussion summarization skill
    Trigger Description
    User triggered Sidebar discussion summarization that is generated when the agent manually triggers the skill.

    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.

    Table 7. Inputs for the case summarization skill
    Input Description
    Input table Case [sn_customerservice_case]
    Input fields
    • Description
    • Short description
    • Work notes
    • Additional comments
    • Email
    • Service level agreement (SLA)

    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.

    Table 8. Inputs for the resolution notes generation skill
    Input Description
    Input table Case [sn_customerservice_case]
    Input fields
    • Description
    • Short description
    • Work notes
    • Additional comments
    • Email
    Table 9. Outputs for the resolution notes generation skill
    Output Description
    Output table Case [sn_customerservice_case]
    Output fields Resolution notes
    Note:
    The available output fields are all the multi-text fields of the table. By default it is the Resolution notes field.

    Email response skill

    For the email response skill, select the triggers that determine when an email response is generated.

    The following table lists the triggers that determine when an email response is generated.

    Table 10. Triggers for the email response skill
    User triggered Email response that is generated when the agent manually triggers the skill.
    Table 11. Now Assist context menu
    Field Description
    Button Props Trigger button properties, for example:
    • Variant
    • Size
    • Icon
    Default Preset Action Default action when the trigger button is selected with no text in the email window.
    Preset Actions Action options shown when text is entered in the chat window and the trigger button is selected, for example:
    • Shorten
    • Elaborate
    Recommendation Dialog Props Recommendation dialog window properties, for example: headerLabel.
    Refine Actions Action options shown when the Refine button is selected, for example:
    • Shorten
    • Elaborate
    Table Table used for the interaction.
    Timeout Error Message Error that displays after a timeout.
    WWNA Component ID Component ID that supports Now Assist context menu, for example: agent-chat.

    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.

    Table 12. Inputs for the knowledge article generation skill
    Input Description
    Input table Case [sn_customerservice_case]
    Input fields
    • Short description
    • Description
    • Resolution notes (for cases and incidents)
    • Work notes
    • Comments

    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.

    The following table lists the triggers that you can configure for the call summarization skill of the Chat Assist feature.
    Table 13. Triggers for the call summarization skill
    Trigger Description
    Live Agent to Live Agent handoff Call summary that is generated when the call handoff is done from a live agent to a live agent.
    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.

    Table 14. Property for the call summarization skill
    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.

    Case sentiment analysis skill

    The case sentiment analysis skill includes the inputs and outputs that identify the table and fields that are used when a case sentiment is generated.

    The following table lists the inputs for the case sentiment analysis skill.
    Table 15. Inputs for the case sentiment analysis skill
    Input Description
    Input table Case [Case]
    Input fields
    • Short description
    • Description
    • Priority
    • State
    • Task creation date
    • Activities
    • Task SLA
    The following table lists the outputs for the case sentiment analysis skill.
    Table 16. Outputs for the sentiment analysis skill
    Output Description
    Sentiment values
    • Positive
    • Neutral
    • Negative
    Sentiment trend
    • Improving
    • Declining
    • Stable
    Sentiment reasoning Reasons for provide the sentiment value.
    The following table lists the scheduled job for the sentiment analysis skill
    Table 17. Scheduled job for the sentiment analysis skill
    Scheduled job name Default value Description
    Sentiment analysis scheduled job (case) True Refreshes sentiments on the Trigger frequency screen for the Sentiment analysis skill.
    Update sentiment historical records False When active, calculates sentiment and sentiment trends for historical records.

    Suggested steps generation skill

    The following table lists the suggested steps generation skill
    Table 18. Inputs for suggested steps generation skill
    Input Description
    Input table

    sn_customerservice_case
    Input field

    Short description

    The skill uses this field to cluster cases based on similar cases closed in the past.
    Conditions

    Filter conditions to generate the suggested steps.

    Similar cases closed or resolved within the last 6 months are used by default to create the case clusters.