--- sourceDocument: Yokohama Employee Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/employee-service-management Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Configure # Configure ServiceNow Otto for HR Service Delivery (HRSD) {#ariaid-title1} Release version: Yokohama Updated January 30, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Configure ServiceNow Otto for HR Service Delivery (HRSD) This guide helps ServiceNow administrators configure the ServiceNow Otto for HR Service Delivery (HRSD) application to enable generative AI capabilities within Agent Workspace for HR Case Management and Core UI. These AI capabilities assist HR agents by automating and enhancing case-related tasks such as summarizations, recommendations, and notes generation. Show full answer Show less Configuration requires the **snhrcore.admin** role and is performed using the AI Admin Hub console, which centralizes plugin installation and skill configuration. ## Key Features * **Generative AI Skills:** Includes chat reply recommendation, chat summarization, sidebar discussion summarization, case summarization, resolution notes generation, knowledge base generations, email recommendation, sensitivity detection, and journey summarization for managers and employees. * **Plugin Installation:** Install the **Now Assist for HR Service Delivery (HRSD)** plugin (snhrgenai) along with its dependencies following documented activation sequences. * **Skill Activation and Configuration:** Skills are grouped under the Employee workflow group in the AI Admin Hub console. Each skill requires activation and tailored configuration involving triggers, inputs, availability, access roles, and display locations. * **Trigger and Input Customization:** Define when a skill activates (e.g., after chat handoff) and what data it uses to generate content (e.g., case notes or attachments). * **Access Control:** Restrict skill usage to specific user roles and configure visibility within forms, workspaces, or the Now Assist panel. * **Special Configurations:** Includes restricting Now Assist capabilities for sensitive employee relations cases, configuring attachment summaries, resolution notes, sensitivity detection, and Gen AI Virtual Agent for conversational self-service. * **Virtual Agent Integration:** Enables conversational AI experiences for employees submitting catalog requests, improving self-service and reducing operational costs. * **HCM System Integration:** Supports employee requests to Human Capital Management systems through HRSD AI agent collections and Virtual Agent topics in Employee Center. * **Now Assist AI Helper -- Galileo Inside:** Provides enhanced AI assistance by installing and configuring the Galileo Inside plugin. ## Practical Considerations for ServiceNow Customers * Ensure you have the correct admin role (**snhrcore.admin**) before beginning configuration. * Use the AI Admin Hub console as the centralized interface for managing AI skills and plugins. * Follow the plugin installation order carefully to avoid dependency issues. * Customize each AI skill's triggers, inputs, access, and display to fit your HR workflows and compliance requirements. * Leverage Virtual Agent generative AI capabilities to reduce manual HR workload and improve employee self-service adoption. * Consider sensitivity detection and access restrictions to protect confidential employee relations cases. * Regularly review and adjust AI skill configurations to align with evolving business needs and agent feedback. If you have the admin role, you can configure the ServiceNow Otto for HR Service Delivery (HRSD) application so that your agents can use the generative AI capabilities in Agent Workspace for HR Case Management and Core UI. Role required: sn_hr_core.admin Use the AI Admin Hub console to configure ServiceNow Otto for HR Service Delivery (HRSD). This console contains everything that you need to install the plugins and configure the generative AI skills. For additional information, see [AI Admin Hub console](https://www.servicenow.com/docs/access?context=configuring-now-assist&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US). The following list contains skills that you can access from the AI Admin Hub console. * Chat reply recommendation * Chat summarization * Sidebar discussion summarization * Case summarization * Resolution notes generation * KB generations * Email recommendation * Sensitivity detection * Journey generation for managers * Journey summarization for managers * Employee information summarization {#configure-now-assist-hr__ul_tpm_nmm_qfc} Now LLM Service is currently the only provider for this Now Assist application's skills. ## Procedure {#configure-now-assist-hr__section_jjq_ksg_43c} 1. Install the Now Assist for HR Service Delivery (HRSD) plugin (sn_hr_gen_ai). Note: For information about the plugin dependencies and plugin activation order, see [Supporting information for ServiceNow Otto for HR Service Delivery (HRSD)](https://servicenow-prod.fluidtopics.net/Quw6alu6q8lea_wSOrEAqg "Get a quick overview of the important information that is related to the ServiceNow Otto for HR Service Delivery (HRSD) application.").For information about the installation process, see [Install Now Assist plugins](https://www.servicenow.com/docs/access?context=install-now-assist-feature-plugins&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US). 2. Navigate to AllNow Assist AdminSkills to access the Now Assist Skills tab of the AI Admin Hub console. 3. Activate and configure the skills for the ServiceNow Otto for HR Service Delivery (HRSD) features. Note: These features are grouped under the Employee workflow group. Each feature has its associated skills. 4. On the skill that you would like to activate, select Activate Skill. {#configure-now-assist-hr__ol_rkr_nsg_43c} ## General Configuration Steps {#configure-now-assist-hr__section_vtq_kbz_kzb} Each skill has its own configuration process. However, skill activation follows the same guided setup. What configuration steps are required varies depending on the skill. Common configuration components include the following: * Trigger: Allows you to configure the circumstances in which a skill is generated. For example, chat summarizations can be configured to generate when the chat handoff is done from a live agent to a live agent. * Input: Configure the data used to create the information generated by the skill. For example, resolution notes information is generated from the description, short description, work notes, and the additional comments fields of existing case notes. * Availability: Customize how and when the skill capability is active and accessible. For example, email reply recommendations can be configured to be always available, or defined using the condition builder to determine whether a user can activate the skill. * Access: Determine who can access this skill. By selecting specific roles, you control who can use it. The roles you choose are also available in the next step, Select display. * Display: Determine where the skill appears. For example, the call summarization skill can be configured to display on forms and workspaces or in the Now Assist panel. {#configure-now-assist-hr__ul_e5w_fcz_kzb} Saving and activating the configuration setup process is the same across all Now Assist skills. * **[Skill inputs and triggers for ServiceNow Otto for HR Service Delivery (HRSD)](https://servicenow-prod.fluidtopics.net/whPyEU3RgLGvm5t6jHaNTg)** Get a quick overview of the skill inputs and triggers for ServiceNow Otto for HR Service Delivery (HRSD). By configuring the inputs or triggers for a skill, you can determine how and when a skill is used. * **[RCA approvals for ServiceNow Otto for HR Service Delivery (HRSD)](https://servicenow-prod.fluidtopics.net/e7_o6D8arhUAiojl~J1gPQ)** After you install ServiceNow Otto for HR Service Delivery (HRSD), you might encounter Restricted Caller Access (RCA) approval messages requesting for an update in the access request. * **[Restrict Now Assist capabilities for employee relations cases](https://servicenow-prod.fluidtopics.net/cetgjSyrmcLuS_5sQJh~tg)** Restrict the Now Assist capabilities for your employee relations cases and define the availability. * **[Customize the ServiceNow Otto for HRSD skills](https://servicenow-prod.fluidtopics.net/GDQqs_NmHiYWvtqOj4Q_6A)** Customize a Now Assist skill so you can experiment with skill settings and configure the skill to fit your business needs. * **[Configure attachment summary](https://servicenow-prod.fluidtopics.net/ndLRA9Iw0nQ26bKvz~xAXQ)** Customize the case summarization skill in ServiceNow Otto for HRSD to include summaries of case attachments. * **[Configure resolution notes generation for ServiceNow Otto for HRSD](https://servicenow-prod.fluidtopics.net/cr1MrWs0M01Vl6o3EsshNQ)** Configure the resolution notes generation skill to create concise summaries of case resolutions and enable agents to use the Now Assist context menu to elaborate or shorten the notes. * **[Configure sensitivity detection](https://servicenow-prod.fluidtopics.net/FEfQfUVwRDVP7ui26My7ag)** Configure sensitivity detection in the Now Assist for HR Service Delivery (HRSD) application. * **[Configure Gen AI Virtual Agent for HRSD](https://servicenow-prod.fluidtopics.net/v4uF2cWa9OxX0aebPZuteg)** Enable your requesters to have a streamlined, conversational experience that is based on generative AI as they submit a catalog item request in Virtual Agent. By offering this generative AI experience, your organization can increase self-service and reduce operating costs. * **[Configure the ServiceNow Otto for HRSD Virtual Agent topics](https://servicenow-prod.fluidtopics.net/Fwyv_RL37FJ_fi5BZo4NJg)** Complete the configuration steps to enable your employees place requests to the Human Capital Management (HCM) system using the ServiceNow Otto for HRSD Virtual Agent topics in Employee Center. * **[Configure HCM agents for HR Service Delivery AI Agent Collection](https://servicenow-prod.fluidtopics.net/abEEtEl0I3X8NdSOQ7uLrw)** Enable your employees to place requests to the Human Capital Management (HCM) system using the HR Service Delivery AI agent collection. * **[Configure Now Assist AI Helper -- Galileo Inside](https://servicenow-prod.fluidtopics.net/vtWHlxiHmBvwFSfny9Ffkg)** Enable users to access functionality and benefits of the Now Assist AI Helper -- Galileo Inside \[sn_hr_na_galileo\] plugin by completing a short installation and configuration process. *[\>]: and then