Example use case for Now Assist Skill Kit
Summarize
Summary of Example use case for Now Assist Skill Kit
The Now Assist Skill Kit enables AI developers to create custom skills within ServiceNow to enhance automation and insights. This example demonstrates how to build a custom skill for summarizing child incidents related to a parent incident. The skill helps organize and understand multiple related incidents by generating a concise summary of key issues, impacts, patterns, and outliers across child incidents.
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Creating and Configuring the Skill
- Navigate to All > Now Assist Skill Kit > Home and select Create new skill.
- Fill in the skill form with details such as:
- Skill name: Child incident summarization
- Description: Summarization of child incidents
- Default provider: Now LLM Generic
- API: Now LLM Generic
- After creation, configure skill settings by selecting a model (e.g., llmgeneric) and setting a temperature (e.g., 0.2) to control output creativity.
Developing the Prompt
- Create a prompt that instructs the AI to summarize key issues and impacts of child incidents, using inputs such as:
- Parent incident short description:
{{incident.shortdescription}} - Parent incident description:
{{incident.description}} - Child incident details:
{{ChildIncidents.output}}
- Parent incident short description:
- Select the record as the input source for the skill and insert these inputs into the prompt.
- Choose tools for the skill, such as Flow Action with the IncidentDetailsFetcher flow resource, to retrieve child incident details.
Configuring Deployment and Activation
- Under Skill settings > Deployment Settings, enable the skill to be accessible via the Core UI by selecting the UI Action checkbox.
- Save the deployment settings.
- Test the skill prompt by selecting a record, running the test, and reviewing the results, including the grounded prompt data inputs.
- Once validated, finalize and publish the skill.
- An administrator must activate the published skill within Now Assist Admin to make it operational.
Practical Benefits
This skill helps ServiceNow customers efficiently consolidate and analyze multiple related incidents, improving visibility into recurring problems and overall incident impact. It streamlines incident management by providing AI-generated summaries that support faster decision-making and better service operations.
As an AI developer, you can create custom skills with Now Assist Skill Kit. For this example, create a custom skill for child incident summarization.
As an AI developer, you must create a skill for child incident summarization. Creating this skill can help you organize and understand multiple incidents that are related to the same parent.
Create and configure the skill
- Navigate to .
- Select Create new skill.
- On the form, fill in the fields. The following information is used to fill in the form for this example:
- Skill name: Child incident summarization
- Description: Summarization of child incidents
- Default provider: Now LLM Generic
- Provider API: Now LLM Generic
- Select Create skill.
- Select Configurations.
- Select the model that you want to use. For this example, you can select llm_generic.
- Select a temperature between 0-1 to determine the randomness and creativity of the output, such as 0.2.
Develop the prompt
After you create the skill and configure the settings, you must develop the prompt. To follow this example, you can use the following prompt:
You are a customer service representative. Summarize the child incidents of the below given parent incident. The summary should contain key issues and impact across the child incidents, highlighting any patterns, recurring problems, or significant outliers. When summarizing, please consider the following: Parent incident short description: {{incident.short_description}} Parent incident description: {{incident.description}} Here are the child incident details: {{ChildIncidents.output}}
Select the Inputs for the skill. For this example, the record is selected as the input.
Select insert inputs for the prompt.
For this example, the following is used:
Parent incident short description: {{incident.short_description}} Parent incident description: {{incident.description}} Here are the child incident details: {{ChildIncidents.output}}
Select the tools for the skill. For this example, select Flow Action and the IncidentDetailsFetcher flow resource.
Configure the skill deployment options
- Select the Skill settings tab.
- Select Deployment Settings.
- Enable the admin to enable the skill from the Core UI by selecting the UI Action check box.
- Select Save.
Test and publish the skill
- Select Run tests.
- Choose a record or incident.
- Select Run test.
Look at the response.
To see the data that was brought into the prompt from your skill inputs and tools, you can look at the grounded prompt tab.
If everything looks good, select Finalize prompt. After you finalize the prompt and you are ready to implement it, select Publish.
Activate the skill
After you test, finalize, and publish your skill, an admin must activate it in Now Assist Admin. To learn more about activating skills, see Activate a skill.