Customize an order summarization skill in Now Assist for Order Management

  • Release version: Yokohama
  • Updated November 12, 2025
  • 4 minutes to read

    • If you have the admin role, you can configure the Now Assist for Order Management application so that your order agent and fulfilment agent can use the generative AI skills in CSM Configurable Workspace and in Platform.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to All > Now Assist Admin > Now Assist Skills.
    2. In the Customer workflow group, view the skills for the Now Assist for Order Management under SOM.
    3. Copy the Order Summarization skill for customization.
      1. Choose either Order Summarization (Order Capture) or Order Summarization (Order Fulfilment) to make a copy of an active skill.
        Note:
        Only one version of a skill can be active at a time for each skill. If you create and activate a copy of the skill, any previously activated version of the skill is deactivated.
      2. Select the More actions icon More options icon. for the skill, and create a copy that you can customize by selecting Make a copy.

        The copy that you make is listed in the All section.

      3. Select Activate skill on the copied skill to open and modify it.
        A guided setup leads you through configuring General details, View order input, Customize prompt output, Define Availability, Define access, select display, and Review and activate of the skill to be customized.
    4. In the General details step, fill in the fields.
      1. Enter a name and description for the skill.
      2. Select Save and continue to go to the next step.
      Note:
      The More details on the skills are read-only fields.
    5. Configure the base input table fields and related lists for the different input templates (Product Order Capture or Service Order Capture) for the skill.
      Note:
      The Choose base table is a ready-only field.

      Each skill relies on a base input table and input fields with descriptions to provide context for all the LLM Services to generate a response.

      Select only those related tables that are offered as the base system as part of the input data.

      1. Select +New base input field and configure the base input table fields for each input template (Product Order Capture or Service Order Capture).

        Add multiple base input fields, as necessary.

        The following table lists the base input table fields and descriptions.

        Table 1. Base input fields
        Field Description
        Base input field

        Field in the base input table whose value this skill uses in its response.

        For example, Number.
        Field description

        Description of the base input field value.

        For example, Order number.
      2. For each input template, configure the rule conditions by using the condition builder to filter the data.

        The rule conditions determine when the input template is used. By default, the record state determines the input template that all LLM services use.

        You can build the condition out further by selecting +New condition set and configuring additional parameters.

      3. For each input template, select +New data source to configure the additional input data sources, as needed.

        Adding input data source, like the related tables, provides more context to all LLM services in a related list.

        You can also add the rule conditions to these additional data sources.

        The selection of the related table fields has a direct impact on the quality of the corresponding prompt header.
      4. Select Save and continue to go to the next step.
    6. Customize prompt output.

      Review and test the default prompt provided. The prompt is fixed and can’t be customized directly in this step or from the Now Assist Admin screen.

      To customize or create prompts, select Edit prompt in Now Assist Skill Kit. You are redirected to the Now Assist Skill Kit, where you can manage prompt configurations for the skill. For more info, see Now Assist Skill Kit

      1. For each input template (Product Order Capture or Service Order Capture), select a record in the Test output section and test the prompt response output format by selecting Run Test.
      2. Select Save and continue to go to the next step.
    7. Define how the skill is available to your users in the Define availability section.
      1. Configure the skill to be available to users, or select conditions that must be met before the skill is available.
        Selecting Customize skill availability displays a condition builder to filter the data further.

        Select +New condition set to configure additional conditions, as needed.

      2. Select Save and continue to go to the next step.
    8. Select Define access to determine who can access this skill.

      By selecting specific roles, you're controlling who can use it. The roles you choose will also be available in the next step Select display.

      Default and Custom Roles:
      • If no changes are made, the default role sn_ind_tmt_orm.order_agent automatically appears in User access - Access Control List (ACL).
      • Select Roles to apply role restrictions whenever the skill is invoked, defining which data and resources (for example, tables) it can access in Role restrictions to skill.
        Note:
        In the Select Display step, you can only choose roles that were added in the Define Access step. If you add a role in Define Access, you must manually select it in Select Display to make it active.
    9. Configure In-product desktop to display the order summarization for Order Management.
      1. Select In-product desktop to display Now Assist skills on the forms and workspaces.
        For the skills that appear in-product, select the right arrow to identify the roles that can use the skill.
      2. Select Save and continue to go to the next step.
    10. Review and activate the skill.
      Review your choices and select Activate to complete the skill customization.
      Select Summarize in an order to generate the order summary.