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NASK Custom skill implementation on the UI Builder

Priyanka Jha1
Tera Contributor

3 weeks ago

We have a requirement as below on CSM Now Assist: 
1. If my case type is Issue, I want to trigger a custom skill as below : The dialog behavior should be same as case summarization behavior , the only difference is that it is a custom skill created in NASK and using case record as an input.

PriyankaJha1_0-1758119681547.png

2. If my case type is not issue, I want to trigger the OOB resolution notes generation skill for CSM.

How can I configure this setup in CSM configurable workspace ?

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FernandoCastro
ServiceNow Employee
ServiceNow Employee

Monday

My take is duplicate the OOTB skill, modify its prompts in NASK and add its inputs in Now Assist Admin Console and it would dynamically work. Make sure your conditions also make sense in Now Assist Admin. As best practice, try to trigger it instead from Now Assist Context Menu instead of a custom UI as you may continue having UI issues as you keep customizing workspace or UI16 and upgrading versions. See more here

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