---
sourceDocument: Australia Field Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/field-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Customize a KB generation skill

# Customize a KB generation skill in ServiceNow Otto for Field Service Management (FSM) {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
As an admin, you can clone the KB generation skill and customize the input fields.

## Before you begin

Role required: wm_admin

## About this task

The out-of-the-box (OOB) KB is generated for the following states: Close Complete, Close Incomplete, and Work In Progress. From the AI Admin Hub console, you can duplicate and customize the availability of the KB generation skill.

## Procedure

1. Navigate to AllAI Admin HubAI Skills.
2. In the product panel, select FSM under Customer.  
   All the skills available for FSM are displayed.
3. Create a copy of the ServiceNow Otto for FSM KB generation skill and customize the input fields.
   1. On the KB generation skill feature card, select the more actions icon ![]().
   2. Select Make a copy.  
      A guided setup leads you through the configuration of the general details, input, availability, display, review, and activation of the customized skill. When you complete the entire walk-through, the skill is activated.
   {#cust-now-assist-fsm-skill__substeps_t4y_w5m_cbc}
4. On the General details page, fill in the fields.
   1. Enter a name and description for the skill.
   2. Select Save and continue.
   {#cust-now-assist-fsm-skill__substeps_ogt_zs5_lbc}
5. Select the Choose input tab to choose the table record and input fields.
   1. Select the Default Knowledge Base for ServiceNow Otto panel.
   2. Select Save and continue.
   {#cust-now-assist-fsm-skill__substeps_opy_nly_vfc}
6. Select the Define availability tab to configure how the skill must available to users.
   1. Select if the skill must be always available or customize its availability.  
      Selecting Customize skill availability displays a condition builder to filter the data further.
   2. Select Save and continue.
   {#cust-now-assist-fsm-skill__substeps_k21_swm_cbc}
7. Select the Select display tab.
   1. Select either In-product, or Servicenow Otto panel.  
      * In-product: When selected, the ServiceNow Otto KB generation skill is displayed on the forms and workspaces.

        For the skill to appear in the product, select the down arrow to identify the roles that can use the
        skill. The only supported roles are `wm_manager` and `wm_dispatcher`.
      * ServiceNow Otto panel: When selected, the ServiceNow Otto KB generation skill is available in the ServiceNow Otto panel.

        For the skill to appear in the ServiceNow Otto panel, select the down arrow to identify the roles that can use the skill. The only supported roles are `wm_manager` and
        `wm_dispatcher`.
      {#cust-now-assist-fsm-skill__ul_sg3_25m_cbc}
   2. Select Save and continue.
   {#cust-now-assist-fsm-skill__substeps_egg_d2v_lbc}
8. In the Review and activate page, review your choices and select Done to complete the skill customization.

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