Configure skills with custom prompts for knowledge article templates

Now Assist in Knowledge Management has extended the out-of-box (OOB) KB generation skill to create custom prompts for OOB and custom knowledge article templates.

始める前に

In the form configuration of the article record, admin must check for the availability of Knowledge Gen AI Message and Knowledge Now Assist 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

このタスクについて

To create custom prompts for OOB and custom knowledge article templates, clone the existing KB generation skill, from the Now Assist skill Kit (NASK). For more information, see Now Assist Skill Kit Configuration of the skill happens in three steps:

• Clone the OOB KB generation skill
• Prompt configuration
• Activate the skill

手順

1. Navigate to All > Now Assist Skill Kit > Home.
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 clone of the OOB skill.
   重要:

   Prompts can be configured only in the cloned 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.

   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

9. To develop a prompt, see Guidelines for creating prompts.
10. Save the prompt.
11. Evaluate the prompt.
    For more, see Evaluate a prompt
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.

    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

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.
    注:

    Finalize the prompts for both single KB and multi KB articles and only then publish 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 Now Assist Admin page for the selected workflow. However, the skill must be activated to be available for use during article generation from Now Assist.
18. To activate the skill, navigate to Now Assist Admin and select Link to NAA in the Skill published window.
19. Select Activate skill to activate the cloned skill.
    
    The KB generation skill for Now Assist is activated and ready to use the custom templates as defined by the prompt.

• Guidelines for creating prompts
  The guidelines help to write prompts for Out-of-Box (OOB) and custom knowledge article templates. Follow these instructions to create ideal prompts that optimize the use of AI models for generating knowledge articles.