--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Customizing skill # Customizing a ServiceNow Otto for CSM skill {#ariaid-title1} Release version: Australia Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Customizing a ServiceNow Otto for CSM skill ServiceNow Otto for Customer Service Management (CSM) offers foundational AI-driven skills that can be customized to fit your organization's unique workflows, data sources, and user roles. Customization enables you to tailor these skills to better support your business needs, ensuring relevant and efficient AI assistance within your ServiceNow environment. Show full answer Show less ## Key Features * **Customization Methods:** * **AI Admin Hub Console:** Modify base system skills by adjusting input configurations, display settings, and activation options. * **AI Skill Kit:** Build, clone, and publish custom skills with advanced input and prompt customization capabilities. * **Skill Activation and Configuration:** * Activate skills via AI Admin Hub by selecting Customer \> CSM skills and following guided steps. * Copy base system skills to enable editing, as direct modification of base skills is not permitted. * Adjust inputs by adding fields or creating new data sources to refine skill behavior. * Customize skill triggers, access controls by specifying user roles, and display options (in-product or ServiceNow Otto panel). * **Prompt Editing with AI Skill Kit:** * Requires the `snskillbuilder.admin` role. * Duplicate prompts for the specified provider, apply changes including pre/post processors and conditions, then publish the updated prompt. * Finalized prompts cannot be edited but can be versioned or cloned for further changes. * **Testing and Activation:** * Test customized skills and prompts on sample or associated records to validate functionality. * Activate customized skills in AI Admin Hub and configure display and role-based access. ## Practical Application By following these customization steps, ServiceNow customers can ensure that Otto's AI skills align precisely with their Customer Service workflows and user roles. This improves the relevance and usefulness of AI-driven assistance within ServiceNow, leading to enhanced service agent productivity and better customer interactions. Learn how to access, activate, and customize a ServiceNow Otto for CSM skill using the AI Admin Hub console and AI Skill Kit. Role required: admin ServiceNow Otto for CSM provides base system skills that can be tailored to meet specific business requirements. Customization ensures that skills align with your organization's workflows, data sources, and user roles. There are two main ways to customize: * Using AI Admin Hub console: Modify base system skills, input configurations, and display settings. * Using AI Skill Kit: Build and publish custom skills for advanced use cases by customizing inputs and prompts, and then publish it. You can also use the AI Skill Kit to clone base system skills, as long as they are the latest versions created after the release of the AI Skill Kit. {#customizing-now-assist-skills__ul_apl_klv_3hc} ## Access and activate a skill in AI Admin Hub {#customizing-now-assist-skills__section_fmr_d4c_jhc} 1. Navigate to AllAI Admin HubAI Skills. 2. Select the AI Skills tab. 3. Select CustomerCSM 4. Choose the skill you want to configure. 5. Select Activate Skill. 6. Go through the guided set up steps and activate the skill. 7. To customize the base system skills: 1. Make a copy of the skill as you cannot directly modify the base system skill. 2. Edit the copied skill's name so it is easy to identify for the LLM. 3. Adjust input configurations by adding fields or creating a new data source. 4. Test the skill with a sample record. Tip: * Select Edit prompt in AI Skill Kit to edit the prompt in AI Skill Kit. * You need the sn_skill_builder.admin role to edit the prompt in the AI Skill Kit. * To edit a prompt, locate the prompt for the specified provider and duplicate it. Apply the necessary changes, add pre or post processors and conditions as needed, then finalize and publish the updated prompt. Return to the AI Admin Hub console to test the changes. {#customizing-now-assist-skills__ul_gyw_nxc_jhc} 5. Customize how and when the skill capability will exist and be available. 6. Choose how the skill will be triggered. 7. Define who has access to this skill. Roles selected here will be available in the Select display step. 8. Select where to display the skill- In-product, or in the ServiceNow Otto panel. 9. Under each display type, open the chevron and specify user roles by entering role names in the User roles field. 10. Review your choices and select Activate to complete the skill customization. Note: For more information, see [Customize a case summarization skill in ServiceNow Otto for Customer Service Management (CSM)](https://www.servicenow.com/docs/M_Y9mAk6qwYdtaU_KdtZ0g "Customize case summarization skill by selecting input data sources, setting case state conditions, and defining access controls to generate AI-powered case summaries that fit your organization's needs."). {#customizing-now-assist-skills__ol_wns_54c_jhc} {#customizing-now-assist-skills__ol_pft_j4c_jhc} ## Access and clone base system skills with the AI Skill Kit {#customizing-now-assist-skills__section_wc1_f4c_jhc} 1. Navigate to AllAI Skill KIt. 2. Under the ServiceNow skills tab, select the prompt you want to edit in [AI Skill Kit](https://www.servicenow.com/docs/access?context=using-now-assist-skill-kit&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). Note: You need the sn_skill_builder.admin role to activate and customize the prompt in the AI Skill Kit. 3. Create a [clone](https://www.servicenow.com/docs/access?context=clone-and-edit-servicenow-skill&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) for the selected skill by selecting the overflow icon ![More options]() 4. Enter a name, description and provider to clone the skill. 5. In the Skill contents pane, select the Inputs edit icon and add any inputs that you like to add to the prompt. 6. In the Prompt screen, select the edit icon and add the desired inputs to the prompt or [Create](https://www.servicenow.com/docs/access?context=create-prompt-template&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) a new prompt. 7. [Test](https://www.servicenow.com/docs/access?context=test-prompt-template&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) the prompt. 8. [Evaluate](https://www.servicenow.com/docs/access?context=evaluate-prompt&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) the prompt. 9. [Finalize and publish](https://www.servicenow.com/docs/access?context=publish-skill&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) the skill from the AI Skill Kit. Warning: Once finalized, you won't be able to edit this version of the prompt. You can always update and create a new version, or clone and create a new prompt. 10. Test the changes on associated records. 11. [Activate](https://www.servicenow.com/docs/access?context=activate-skill&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) it in the AI Admin Hub console and set display options. Note: This is not required for all skills. {#customizing-now-assist-skills__ol_pnh_2pc_jhc} *[\>]: and then