Now Assist Incident Resolution Notes skill

[GChanner]

We have just implemented Now Assist for ITSM. We received a request from our service desk team to update the OOTB Incident Resolution Notes skills to change 'Root cause' to steps taken, outcome, next actions which more aligns with the service desk process. With Now Assist still evolving I am suggesting not doing this change due to:

1. Due to Now Assist immaturity and still evolving.

2. Since this is global, other teams like the SN Admin team uses 'Root cause' in their documentation.

I have seen quite a few updates with Now Assist since it's rolled out therefore my recommendation is a 'wait and see' approach for Now Assist maturity before justifying these changes.

Any feedback on this topic will be helpful.

Thanks

Garfield

[Brian Bakker]

@GChanner 

You can customize any out-of-box skill using the Now Assist Skill Kit by cloning it, so that you can edit the prompt or change the AI service provider. Editing the prompt enables you to arrange the formatting and content of the LLM response.

Some skills allow you to make a copy, but you are limited when it comes to customizing the prompt output, so please review the documentation as to what can be customized.

Each customer, business unit and so forth have different requirements when it comes to the output the skill produces, hence we have provided the ability to change this output and even the underlying LLM, as we are LLM agnostic.