Skill inputs and triggers for ServiceNow Otto for HRSD
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Summary of Skill Inputs and Triggers for ServiceNow Otto for HRSD
This guide provides an overview of configuring skill inputs and triggers for ServiceNow Otto in the HR Service Delivery (HRSD) context, specifically for the Zurich release. Configuring these inputs and triggers allows you to control when and how specific skills are activated and what data they utilize in automating HR case management and interactions.
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Key Features
- Skill Inputs: Define the data sources such as tables and fields that the skill uses to generate outputs like summaries, notes, or sentiment analysis. These inputs are typically read-only and tied to HR case or interview records.
- Skill Triggers: Specify events that initiate skill actions, such as generating chat summaries or updating case fields. Triggers help automate processes like chat handoff, task creation, or chat wrap-up.
Skill Details and Configuration
- Chat Summarization Skill: Triggers include Virtual Agent to Live Agent handoff, quick actions (/summarize), chat wrap-up, short description updates, bulleted list formatting, and task creation. These control when chat summaries are generated and how they are displayed.
- Case Summarization Skill: Uses the HR Case table with fields such as Description, Priority, Short Description, State, Additional Comments, and Work Notes. Not available for Cancelled or Suspended cases.
- Resolution Notes Generation Skill: Also uses the HR Case table with fields like Short Description, Description, State, Additional Comments, and Work Notes to generate resolution notes for cases.
- Case Sentiment Analysis Skill: Inputs include Case table fields such as Short Description, Description, Priority, State, Creation Date, and Activities. Outputs provide sentiment values (Positive, Neutral, Negative), trend indicators (Improving, Declining, Stable), and reasoning. A scheduled job refreshes sentiment data and can update historical records when enabled.
- Knowledge Article Generation Skill: Inputs from HR Case table fields including Short Description, Description, Close Notes, Additional Comments, and Work Notes are used to generate knowledge articles related to cases.
- Employee Relations (ER) Case Summarization Skill: Uses the Employee Relations Case table with fields such as Description, Priority, Short Description, State, Additional Comments, Work Notes, and Number to generate case summaries.
- ER Interview Summarization Skill: Inputs come from the Interview table and related HR case fields, including dates, interviewees, interviewers, attendees, URLs, parties involved, creator, interview notes, and HR case details, to generate interview summaries.
Practical Benefits for ServiceNow Customers
By configuring these inputs and triggers, ServiceNow customers can automate and enhance HR case management workflows, improve accuracy and consistency of case and interview summaries, facilitate knowledge sharing, and gain insights through sentiment analysis. This leads to more efficient HR support, better case resolution, and improved employee experience.
Get a quick overview of the skill inputs and triggers for ServiceNow Otto for HR Service Delivery (HRSD). By configuring the inputs or triggers for a skill, you can determine how and when a skill is used.
Depending on the selected skill, you can configure the inputs or triggers. These settings determine how and when a skill is used. An input identifies the data that is used for a skill, such as the table and fields that are used to generate a case summary. A trigger initiates an action, such as when the system generates a chat summary.
Chat summarization skill
For the chat summarization skill, select the triggers that determine when a chat summary is generated and how a chat summary is displayed.
The following table lists the triggers that you can configure for the chat summarization skill of the Chat Assist feature.
| Trigger | Description |
|---|---|
| Virtual Agent to Live Agent handoff | Chat summary that is generated when the chat handoff is done from Virtual Agent to a live agent. |
| Quick action | Chat summary that is generated when the live agent performs the /summarize quick action. |
| Short description | Short description field that is updated for the interaction when the live agent ends the chat. |
| Chat wrap-up | Chat summary that is generated when the live agent ends the chat. The Chat Summary field is updated for the interaction. |
| Bulleted list | Chat summary as an unordered list. |
| Task creation | Short description and Description fields that are auto-populated when a task is created. |
Case summarization skill
The case summarization skill includes the inputs that identify the table and fields that are used when a case summary is generated.
Note:
These fields are read-only.
The following table lists the inputs for the case summarization skill.
| Input | Description |
|---|---|
| Input table | HR Case [sn_hr_core_case] |
| Input fields |
|
Note:
Case summarization is not available for Cancelled or Suspended cases.
Resolution notes generation skill
The resolution notes generation skill includes the inputs that identify the table and fields that are used when the resolution notes are generated for a case.
Note:
These fields are read-only.
The following table lists the inputs for the resolution notes generation skill.
| Input | Description |
|---|---|
| Input table | HR Case [sn_hr_core_case] |
| Input fields |
|
Case sentiment analysis skill
The case sentiment analysis skill includes the inputs and outputs that identify the table and fields that are used when a case sentiment is generated.
| Input | Description |
|---|---|
| Input table | Case [case] |
| Input fields |
|
| Output | Description |
|---|---|
| Sentiment values |
|
| Sentiment trend |
|
| Sentiment reasoning | Reasons for providing the sentiment value. |
| Scheduled job name | Default value | Description |
|---|---|---|
| Sentiment analysis scheduled job (case) | True | Refreshes sentiments on the Trigger frequency screen for the Sentiment analysis skill. |
| Update sentiment historical records | False | When active, calculates sentiment and sentiment trends for historical records. |
Knowledge article generation skill
The knowledge article generation skill includes the inputs that identify the table and fields that are used when a knowledge article is generated for a case.
Note:
These fields are read-only.
The following table lists the inputs for the knowledge article generation skill.
| Input | Description |
|---|---|
| Input table | HR Case [sn_hr_core_case] |
| Input fields |
|
ER case summarization skill
The ER case summarization skill includes the inputs that identify the table and fields that are used to generate case summary.
Note:
These fields are read-only.
The following table lists the inputs for the ER case summarization skill.
| Input | Description |
|---|---|
| Input table | Employee Relations Case |
| Input fields |
|
ER interview summarization skill
The ER interview summarization skill includes the inputs that identify the table and fields that are used to generate interview summary.
Note:
These fields are read-only.
The following table lists the inputs for the ER interview summarization skill.
| Input | Description |
|---|---|
| Input table | Interview |
| Input fields |
|