Skill inputs and triggers for Now Assist for HRSD

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Skill inputs and triggers for Now Assist for HRSD

    This document provides an overview of configuring skill inputs and triggers for Now Assist for HR Service Delivery (HRSD). By adjusting these settings, customers can control how and when specific skills are activated, enhancing the HR service delivery process.

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    Key Features

    • Input Configuration: Inputs identify data sources for skills, such as tables and fields used to create case summaries.
    • Trigger Configuration: Triggers initiate actions, indicating when skills like generating chat summaries are activated.
    • Chat Summarization Skill: Allows selection of triggers such as live agent handoff and quick actions to generate chat summaries.
    • Case Summarization Skill: Defines input fields like priority and state for generating case summaries (not applicable for Cancelled or Suspended cases).
    • Resolution Notes Generation Skill: Specifies inputs for generating resolution notes, ensuring clarity and consistency in documentation.
    • Sentiment Analysis Skill: Evaluates case sentiment with defined inputs and outputs, aiding in understanding customer interactions.
    • Knowledge Article Generation Skill: Generates knowledge articles based on case data, including additional comments and work notes.
    • Employee Relations (ER) Case Skills: Similar skills are available for summarizing ER cases and interviews, focusing on the relevant data fields.

    Key Outcomes

    By effectively configuring these inputs and triggers, ServiceNow customers can streamline HR processes, improve response efficiency, and enhance the overall employee experience. This ensures accurate and timely information is captured and utilized throughout various HR functions, leading to better service delivery and informed decision-making.

    Get a quick overview of the skill inputs and triggers for Now Assist 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.
    Table 1. Triggers for the chat summarization skill
    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.
    Table 2. Inputs for the case summarization skill
    Input Description
    Input table HR Case [sn_hr_core_case]
    Input fields
    • Description
    • Priority
    • Short description
    • State
    • Additional comments
    • Work notes
    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.
    Table 3. Inputs for the resolution notes generation skill
    Input Description
    Input table HR Case [sn_hr_core_case]
    Input fields
    • Short description
    • Description
    • State
    • Additional comments
    • Work notes

    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.

    Table 4. Inputs for the sentiment analysis skill
    Input Description
    Input table Case [case]
    Input fields
    • Short description
    • Description
    • Priority
    • State
    • Creation date
    • Activities
    Table 5. Outputs for the sentiment analysis skill
    Output Description
    Sentiment values
    • Positive
    • Neutral
    • Negative
    Sentiment trend
    • Improving
    • Declining
    • Stable
    Sentiment reasoning Reasons for providing the sentiment value.
    Table 6. Scheduled job for the sentiment analysis skill
    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.
    Table 7. Inputs for the knowledge article generation skill
    Input Description
    Input table HR Case [sn_hr_core_case]
    Input fields
    • Short description
    • Description
    • Close notes (for HR cases)
    • Additional comments
    • Work notes

    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.
    Table 8. Inputs for the ER case summarization skill
    Input Description
    Input table Employee Relations Case
    Input fields
    • Description
    • Priority
    • Short Description
    • State
    • Additional comments
    • Work notes
    • Number
    • HR service

    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.
    Table 9. Inputs for the ER interview summarization skill
    Input Description
    Input table Interview
    Input fields
    • Start date
    • End date
    • Interviewee
    • Interviewee - >Type
    • Interviewers
    • External attendees
    • External URL
    • Additional parties
    • Created by
    • Interview notes
    • HR case -> Number
    • HR case - >Short description
    • HR case -> Description