---
sourceDocument: Zurich ServiceNow AI Platform Capabilities
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/servicenow-platform

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Configure skills with custom prompts for knowledge article templates

# Configure skills with custom prompts for knowledge article templates {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 20, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

ServiceNow Otto in Knowledge Management extends the out-of-box (OOB) KB generation skill to create custom prompts for OOB and custom knowledge article templates.

## Before you begin

In the form configuration of the article record, admin must check for the availability of Knowledge Gen AI Message and Knowledge Modal. For OOB configurations, they are
automatically added to the form view configurator. However, for customized configurations, the admin must add them manually. To do so, navigate to the form layout from the header of the knowledge article (kb_knowledge.do)
and add them from Available list to the Selected list and save. Navigate to Cache (cache.do) and clear cache.

Role required: sn_skill_builder.admin, sn_nowassist_admin.nsa_admin

## About this task

To create custom prompts for OOB and custom knowledge article templates, copy the existing KB generation skill from the ServiceNow Otto Skill Kit (NASK). For more information, see [AI Skill Kit](https://www.servicenow.com/docs/access?context=now-assist-skill-kit-landing&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US). Configuration happens in three steps:

* Copy the OOB KB generation skill
* Prompt configuration
* Activate the skill
{#Now-assist-configure-custom-prompts-for-templates__ul_tzh_r2k_bgc}

## Procedure

1. Navigate to AllAI Skill KitHome.
2. In the ServiceNow skills tab, search for KB generation skill.  
3. Open the KB generation skill associated with the workflow (ITSM, CSM, and so on) that you want to configure.
4. Select Clone to create a copy of the OOB skill.  
   Note:  
   Prompts can be configured only in the copied skill and not the OOB skill.
5. In the Clone skill window, fill the required fields and select Clone.  
6. On the success message window, select Open Cloned Skill.  
7. On the cloned skill page, navigate to the Prompts menu and select the Add icon.  
8. In the Add prompt table, fill the required fields as follows and select Add.  
   {#Now-assist-configure-custom-prompts-for-templates__table_u2y_hfm_bgc__entry__2}

   | Field name | Description |
   |-|-|
   | Prompt name | Enter a name to define your prompt |
   | Provider | Select the third-party AI provider that you want to use |
   | Provider API | Select the API details of the third-party AI provider |
   [ ]

   {#Now-assist-configure-custom-prompts-for-templates__table_u2y_hfm_bgc}
9. To develop a prompt, see [Guidelines for creating prompts](https://www.servicenow.com/docs/jR51bwo0lLUSyvQvmvgiEQ "Guidelines for writing prompts for out-of-box (OOB) and custom knowledge article templates to optimize the use of AI models for generating knowledge articles.").
10. Save the prompt.
11. Evaluate the prompt.  
    For more, see [Evaluate a prompt](https://www.servicenow.com/docs/access?context=evaluate-prompt&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US)
12. Select the Settings icon to open the Configurations settings panel.
13. Scroll down to Usage conditions and select the Add icon to define the conditions on when to use the prompt based on inputs.  
14. Fill in the Key and Value fields to build filters in the Usage conditions modal and select Apply.  
    {#Now-assist-configure-custom-prompts-for-templates__table_v2y_hfm_bgc__entry__2}

    | Key | Value |
    |-|-|
    | `prompt_type` | Type single or multi |
    | `source_table` | Type the table name for the configured skill. For example, if you are working on cloned KB Generation skill for CSM then table name should be sn_customerservice_case. |
    | `target_table` | Type name of the template table |
    [ ]

    {#Now-assist-configure-custom-prompts-for-templates__table_v2y_hfm_bgc}
15. Select Finalize prompt.  
    Finalize the prompt after checking the JSON output map with the prompts provided.
16. Repeat the steps 8 to 15 to create prompts for MultiKB articles.  
    Note:  
    Repeat steps 8 to 15 for each template you want to configure. Finalize the prompts for both single KB and multi-KB articles before publishing the skill.
17. Select Publish to publish the prompts for both single KB and multi-KB articles.  
    The skill is published and available in the AI Admin page for the selected workflow. Activate the skill to make it available for article generation.
18. To activate the skill, navigate to AI Admin and select Link to NAA in the Skill published window.
19. Select Activate skill to activate the copied skill.  
    The KB generation skill is activated and ready to use the custom templates defined by the prompt.
* **[Guidelines for creating prompts](https://www.servicenow.com/docs/jR51bwo0lLUSyvQvmvgiEQ)**   
  Guidelines for writing prompts for out-of-box (OOB) and custom knowledge article templates to optimize the use of AI models for generating knowledge articles.

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