Configure extended table support for email reply recommendation skill

  • Release version: Zurich
  • Updated April 17, 2026
  • 2 minutes to read

    • Create a child skill variant of the Email reply recommendation skill to generate AI-powered email replies tailored to a specific case subtype or extended table.

    Before you begin

    Role required: Admin to copy and configure the skill in . sn_skill_builder.admin to edit input configurations in AI Skill Kit.

    Confirm the following prerequisites are met before you begin:

    • Your instance must be running uxc-generative-ai version 12.0.3 or later.
    • The base Email reply recommendation skill must already be activated.

    About this task

    When you copy the Email reply recommendation skill in , a child skill is created that inherits the parent skill's configuration. Open the copied skill in AI Skill Kit to select the target child table. Configure the additional input fields that are injected into the AI prompt for that table. Once configured, the platform automatically uses the child skill when an agent triggers Email Reply Recommendation on a case record that belongs to the extended table.

    Procedure

    1. Navigate to > > Admin > AI Admin Hub > Skills.
    2. Select the Customer workflow and CSM as the product.
    3. Locate the Email Reply Recommendation skill and select Make a copy.
    4. In General Details, enter a name for the child skill that reflects the target case subtype.
      For example, enter Email Reply Recommendation- Complaint.
    5. Optional: Enter a short description specific to this child skill.
    6. Select Save and continue.
      The child skill is created and inherits the parent skill's configuration. You can't change the table name of the copied skill in . Table selection is performed in AI Skill Kit as the next step.
    7. Navigate to AI Skill Kit > ServiceNow skills.
    8. Locate the copied skill you created earlier and open it.
    9. Select Choose Input by clicking Edit Skill Input pencil icon available under Skill contents.
    10. Select the child or extended table that this skill variant should apply to.
      For example, select Complaint [sn_customerservice_complaint] from input table drop-down.
    11. Add one or more additional input fields from the selected table to include in the AI prompt.
      For example, add Account, Additional comments, or Address. These fields are appended to the base prompt inputs inherited from the parent skill.
    12. Select Save and continue.
    13. Optional: Select Clone prompt to edit the prompt.
    14. Complete skill configuration in , by selecting Define Availability to set conditions for when this child skill is active.
      • Select Skill is always available to apply no restrictions.
      • Select Customize skill availability to define conditions using the condition builder.
    15. Select Define Access to control which roles can use this child skill.
    16. Toggle Display to make the skill visible in the in-product desktop for agents.
    17. Select Review and Activate to review your configuration, then select Done.
    18. Select Activate to turn on the child skill for agents.
      The Email reply recommendation child skill is active for the selected extended table. When an agent triggers Email Reply Recommendation on a case record that belongs to the configured child table, the platform automatically uses the child skill and its custom input fields to generate the email reply suggestion.