---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Skill inputs and triggers

# Skill inputs and triggers for Now Assist for Customer Service Management (CSM) {#ariaid-title1}

* Release version: Xanadu
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 7 minutes to read

Use the inputs and triggers for each skill to configure how and when a skill is used.

## Overview of skills and triggers {#now-assist-csm-skill-inputs__section_gtv_fs4_hzb}

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 {#now-assist-csm-skill-inputs__section_lrc_tr4_hzb}

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.{#now-assist-csm-skill-inputs__table_chat_summary_triggers__entry__2}

| 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. |
[Table 1. Triggers for the chat summarization skill]

{#now-assist-csm-skill-inputs__table_chat_summary_triggers}

The following table lists the inputs for the chat summarization skill.  
{#now-assist-csm-skill-inputs__table_rmd_q2q_hbc__entry__2}

| 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. |
[Table 2. Inputs for the chat summarization skill]

{#now-assist-csm-skill-inputs__table_rmd_q2q_hbc}

The following table lists the property that you can select to control how a chat summary is displayed.  
{#now-assist-csm-skill-inputs__table_chat_summmary_property__entry__2}

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

{#now-assist-csm-skill-inputs__table_chat_summmary_property}

## Chat reply recommendation skill {#now-assist-csm-skill-inputs__section_f4w_wjn_bcc}

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.  
{#now-assist-csm-skill-inputs__table_vbn_2kn_bcc__entry__2}

| Trigger | Description |
|-|-|
| User triggered | Chat reply recommendation that is generated when the agent manually triggers the skill. |
[Table 4. Triggers for the chat reply recommendation skill]

{#now-assist-csm-skill-inputs__table_vbn_2kn_bcc} {#now-assist-csm-skill-inputs__table_cd5_1ln_bcc__entry__2}

| Field | Description |
|-|-|
| Button Props | Trigger button properties, for example: * Variant * Size * Icon {#now-assist-csm-skill-inputs__ul_frf_4ln_bcc} |
| Refine Actions | Action options shown when the Refine button is selected, for example: * Shorten * Elaborate {#now-assist-csm-skill-inputs__ul_elq_qln_bcc} |
| 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 {#now-assist-csm-skill-inputs__ul_jtc_xln_bcc} |
[Table 5. Now Assist context menu]

{#now-assist-csm-skill-inputs__table_cd5_1ln_bcc}

## Sidebar discussion summarization skill {#now-assist-csm-skill-inputs__section_kdq_cmn_bcc}

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.  
{#now-assist-csm-skill-inputs__table_qvw_gmn_bcc__entry__2}

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

{#now-assist-csm-skill-inputs__table_qvw_gmn_bcc}

## Case summarization skill {#now-assist-csm-skill-inputs__section_ijv_tr4_hzb}

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.  
{#now-assist-csm-skill-inputs__table_case_summary_inputs__entry__2}

| Input | Description |
|-|-|
| Input table | Case \[sn_customerservice_case\] |
| Input fields | * Description * Short description * Work notes * Additional comments * Email * Service level agreement (SLA) {#now-assist-csm-skill-inputs__ul_wht_y54_hzb} |
[Table 7. Inputs for the case summarization skill]

{#now-assist-csm-skill-inputs__table_case_summary_inputs}

## Resolution notes generation skill {#now-assist-csm-skill-inputs__section_z2l_vr4_hzb}

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.  
{#now-assist-csm-skill-inputs__table_resolution_notes_inputs__entry__2}

| Input | Description |
|-|-|
| Input table | Case \[sn_customerservice_case\] |
| Input fields | * Description * Short description * Work notes * Additional comments * Email {#now-assist-csm-skill-inputs__ul_cmh_3v4_hzb} |
[Table 8. Inputs for the resolution notes generation skill]

{#now-assist-csm-skill-inputs__table_resolution_notes_inputs} {#now-assist-csm-skill-inputs__table_nst_1qw_52c__entry__2}

| 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. |
[Table 9. Outputs for the resolution notes generation skill]

{#now-assist-csm-skill-inputs__table_nst_1qw_52c}

## Email response skill {#now-assist-csm-skill-inputs__section_yjb_mmn_bcc}

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.  
{#now-assist-csm-skill-inputs__table_i4m_smn_bcc__entry__2}

|   |   |
|-|-|
| User triggered | Email response that is generated when the agent manually triggers the skill. |
[Table 10. Triggers for the email response skill]

{#now-assist-csm-skill-inputs__table_i4m_smn_bcc} {#now-assist-csm-skill-inputs__table_mgk_ymn_bcc__entry__2}

| Field | Description |
|-|-|
| Button Props | Trigger button properties, for example: * Variant * Size * Icon {#now-assist-csm-skill-inputs__ul_gl3_gnn_bcc} |
| 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 {#now-assist-csm-skill-inputs__ul_r1x_2nn_bcc} |
| 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 {#now-assist-csm-skill-inputs__ul_l3s_jnn_bcc} |
| 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. |
[Table 11. Now Assist context menu]

{#now-assist-csm-skill-inputs__table_mgk_ymn_bcc}

## Knowledge article generation skill {#now-assist-csm-skill-inputs__section_xcq_g5q_1bc}

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.  
{#now-assist-csm-skill-inputs__table_mnf_45q_1bc__entry__2}

| Input | Description |
|-|-|
| Input table | Case \[sn_customerservice_case\] |
| Input fields | * Short description * Description * Resolution notes (for cases and incidents) * Work notes * Comments {#now-assist-csm-skill-inputs__ul_nnf_45q_1bc} |
[Table 12. Inputs for the knowledge article generation skill]

{#now-assist-csm-skill-inputs__table_mnf_45q_1bc}

## Call summarization skill {#now-assist-csm-skill-inputs__section_t1v_dgr_1bc}

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.{#now-assist-csm-skill-inputs__table_urr_gkr_1bc__entry__2}

| 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. |
[Table 13. Triggers for the call summarization skill]

{#now-assist-csm-skill-inputs__table_urr_gkr_1bc}

The following table lists the property that you can select to control how a call summary is displayed.  
{#now-assist-csm-skill-inputs__table_vrr_gkr_1bc__entry__2}

| Property | Description |
|-|-|
| Bulleted list | Call summary as an unordered list. |
[Table 14. Property for the call summarization skill]

{#now-assist-csm-skill-inputs__table_vrr_gkr_1bc}

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 {#now-assist-csm-skill-inputs__section_a5t_bcv_52c}

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.{#now-assist-csm-skill-inputs__table_apt_5cv_52c__entry__2}

| Input | Description |
|-|-|
| Input table | Case \[Case\] |
| Input fields | * Short description * Description * Priority * State * Task creation date * Activities * Task SLA {#now-assist-csm-skill-inputs__ul_wjb_z2v_52c} |
[Table 15. Inputs for the case sentiment analysis skill]

{#now-assist-csm-skill-inputs__table_apt_5cv_52c}  
The following table lists the outputs for the case sentiment analysis skill.{#now-assist-csm-skill-inputs__table_ffk_hfv_52c__entry__2}

| Output | Description |
|-|-|
| Sentiment values | * Positive * Neutral * Negative {#now-assist-csm-skill-inputs__now-assist-itsm-skills_ul_jdt_zdj_l2c} |
| Sentiment trend | * Improving * Declining * Stable {#now-assist-csm-skill-inputs__ul_qq5_kfv_52c} |
| Sentiment reasoning | Reasons for provide the sentiment value. |
[Table 16. Outputs for the sentiment analysis skill]

{#now-assist-csm-skill-inputs__table_ffk_hfv_52c}  
The following table lists the scheduled job for the sentiment analysis skill{#now-assist-csm-skill-inputs__table_msm_4fv_52c__entry__3}

| 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. |
[Table 17. Scheduled job for the sentiment analysis skill]

{#now-assist-csm-skill-inputs__table_msm_4fv_52c}

## Suggested steps generation skill {#now-assist-csm-skill-inputs__section_ufh_fgv_52c}

The following table lists the suggested steps generation skill{#now-assist-csm-skill-inputs__table_id3_4qw_52c__entry__2}

| 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. |
[Table 18. Inputs for suggested steps generation skill]

{#now-assist-csm-skill-inputs__table_id3_4qw_52c}