Skill inputs and triggers for Now Assist for Public Sector Digital Services (PSDS)
Summarize
Summary of Skill inputs and triggers for Now Assist for Public Sector Digital Services (PSDS)
Now Assist for Public Sector Digital Services (PSDS) enables configuration of skills using specific inputs and triggers to control how and when automated actions occur. Skills rely on defined data inputs (such as tables and fields) and triggers that initiate actions like generating summaries or notes. This capability helps streamline service interactions and case management by automating summary and resolution note creation.
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Chat Summarization Skill
This skill focuses on generating chat summaries based on configured triggers and controls how the summary is displayed.
- Triggers: These determine when a chat summary is generated, including:
- Virtual Agent to Live Agent handoff
- Live Agent to Live Agent handoff
- Quick action (/summarize command by live agent)
- Chat wrap-up (when live agent ends chat)
- Updating short description field at chat end
- Auto-population of short description and description fields when creating a task from an interaction
- Inputs: Primarily Virtual Agent chat conversations and portal sources (default product portal included and cannot be deselected; other portals used by different products cannot be selected).
- Display Property: Option to format the chat summary as a bulleted (unordered) list or paragraph form, allowing customization of summary readability.
Case Summarization Skill
This skill generates case summaries using predefined input data sources. Customization of input tables or fields is not supported in this release.
- Inputs:
- Input Table: Case [sncustomerservicecase]
- Input Fields: Description, Short description, Work notes, Additional comments
Resolution Notes Generation Skill
This skill automates the generation of resolution notes for cases, relying on fixed input data sources that cannot be modified.
- Inputs:
- Input Table: Case [sncustomerservicecase]
- Input Fields: Description, Short description, Work notes, Additional comments, Email
Practical Benefits for ServiceNow Customers
By configuring these skills with appropriate inputs and triggers, customers can automate critical parts of their service workflows—such as chat summarization, case summarization, and resolution note generation—improving efficiency, consistency, and accuracy in public sector digital service operations. The ability to tailor trigger events and display formats enhances agent productivity and customer experience during live interactions.
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.
| 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 case 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.
| Property | Description |
|---|---|
| Bulleted list | Chat summary as an unordered list. When this option is set to Off, the chat summary can be viewed in paragraph form. |
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.
| Input | Description |
|---|---|
| Input table | Case [sn_customerservice_case] |
| Input fields |
|
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.
| Input | Description |
|---|---|
| Input table | Case [sn_customerservice_case] |
| Input fields |
|