--- 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 --- # Skill inputs and triggers for ServiceNow Otto for HR Service Delivery (HRSD) # Skill inputs and triggers for 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 Skill inputs and triggers for ServiceNow Otto for HR Service Delivery (HRSD) ServiceNow Otto for HR Service Delivery (HRSD) allows customers to configure skill inputs and triggers to control how and when specific automation skills are executed. Aninputdefines the data used by a skill, such as specific tables and fields, while atriggerinitiates an action that activates the skill. Show full answer Show less ## Chat Summarization Skill Triggers For chat summarization, customers can select triggers that determine when a chat summary is generated and how it is displayed. Key triggers include: * **Virtual Agent to Live Agent handoff:** Generates a summary when chat transfers from Virtual Agent to a live agent. * **Quick action:** Generates a summary when the live agent uses the /summarize quick action. * **Short description update:** Updates the short description field when the live agent ends the chat. * **Chat wrap-up:** Generates a summary and updates the Chat Summary field when the live agent ends the chat. * **Bulleted list:** Formats the summary as an unordered list. * **Task creation:** Auto-populates short description and description fields when a task is created. ## Case Summarization Skill Inputs This skill uses predefined inputs identifying the HR Case table (`snhrcorecase`) and associated fields such as Description, Priority, Short description, State, Additional comments, and Work notes. These inputs are read-only. Note that case summarization does not apply to Cancelled or Suspended cases. ## Resolution Notes Generation Skill Inputs Resolution notes generation also uses the HR Case table with fields including Short description, Description, State, Additional comments, and Work notes. These inputs are read-only and provide the data foundation for generating resolution notes automatically. ## Knowledge Article Generation Skill Inputs For generating knowledge articles, the inputs come from the HR Case table and fields like Short description, Description, Close notes, Additional comments, and Work notes. These inputs are read-only and enable automated creation of knowledge content based on case data. ## Practical Benefits for ServiceNow Customers * Configuring triggers and inputs allows precise automation control for HRSD skills, improving efficiency and consistency. * Automatic generation of chat summaries, case summaries, resolution notes, and knowledge articles reduces manual effort and accelerates case handling. * Predefined read-only inputs ensure data integrity while enabling powerful AI-driven content generation aligned with HR case information. ## Additional Resources Customers can further customize Otto skills and explore related features such as RCA approvals, attachment summaries, sensitivity detection, Gen AI Virtual Agent configurations, and AI helper tools to optimize their HR Service Delivery experience. 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. ## Overview {#now-assist-hrsd-skill-inputs__section_r2z_dtt_mbc} Depending on the selected skill, you can configure the 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-hrsd-skill-inputs__section_lrc_tr4_hzb} For the chat summarization skill, select the triggers that determine when a chat summary is generated and 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-hrsd-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. | | Quick action | Chat summary that is generated when the live agent performs the `/summarize` quick action. | | Short description | Short description field that is updated for the interaction when the live agent ends the chat. | | Chat wrap-up | Chat summary that is generated when the live agent ends the chat. The Chat Summary field is updated for the interaction. | | Bulleted list | Chat summary as an unordered list. | | Task creation | Short description and Description fields that are auto-populated when a task is created. | [Table 1. Triggers for the chat summarization skill] {#now-assist-hrsd-skill-inputs__table_chat_summary_triggers} ## Case summarization skill {#now-assist-hrsd-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. Note: These fields are read-only. The following table lists the inputs for the case summarization skill.{#now-assist-hrsd-skill-inputs__table_case_summary_inputs__entry__2} | Input | Description | |-|-| | Input table | HR Case \[sn_hr_core_case\] | | Input fields | * Description * Priority * Short description * State * Additional comments * Work notes {#now-assist-hrsd-skill-inputs__ul_wht_y54_hzb} | [Table 2. Inputs for the case summarization skill] {#now-assist-hrsd-skill-inputs__table_case_summary_inputs} Note: Case summarization is not available for Cancelled or Suspended cases. ## Resolution notes generation skill {#now-assist-hrsd-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. Note: These fields are read-only. The following table lists the inputs for the resolution notes generation skill.{#now-assist-hrsd-skill-inputs__table_resolution_notes_inputs__entry__2} | Input | Description | |-|-| | Input table | HR Case \[sn_hr_core_case\] | | Input fields | * Short description * Description * State * Additional comments * Work notes {#now-assist-hrsd-skill-inputs__ul_cmh_3v4_hzb} | [Table 3. Inputs for the resolution notes generation skill] {#now-assist-hrsd-skill-inputs__table_resolution_notes_inputs} ## Knowledge article generation skill {#now-assist-hrsd-skill-inputs__section_r3v_ywp_hbc} The knowledge article generation skill includes the inputs that identify the table and fields that are used when a knowledge article is generated for a case. Note: These fields are read-only. The following table lists the inputs for the knowledge article generation skill.{#now-assist-hrsd-skill-inputs__table_s3v_ywp_hbc__entry__2} | Input | Description | |-|-| | Input table | HR Case \[sn_hr_core_case\] | | Input fields | * Short description * Description * Close notes (for HR cases) * Additional comments * Work notes {#now-assist-hrsd-skill-inputs__ul_t3v_ywp_hbc} | [Table 4. Inputs for the knowledge article generation skill] {#now-assist-hrsd-skill-inputs__table_s3v_ywp_hbc} **Related concepts** * [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.") **Related tasks** * [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.") * [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.")