---
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 WOT summarization skill

# Customize a ServiceNow Otto for Field Service Management (FSM) work order task summarization skill {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read  
As an admin you can clone the Work order task summarization skill, then access the skill in the ServiceNow Otto for FSM skill kit, and update the prompts.

## Before you begin

Role required: wm_admin

## About this task

From the AI Admin Hub console, you can select the input tables, related lists, and fields for each input template of the work order task summarization skill.

## Procedure

1. Navigate to AdminAI Admin HubAI Skills.
2. In the product panel, select FSM under Customer.  
   All the skills available for FSM are displayed.
3. Activate and copy the Work Order Task Summarization skill for customization.
   1. **Optional:** On the skill card, select View details.
   2. On the skill card select Activate skill.
   3. To make a copy of the skill before activating it, select the more actions icon ![]() and select Make a copy.  
      The copied skill is displayed in the Active skills section.
   4. Select the copied skill from the Active skills section to open it.  
      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-wot-summarization-skill__substeps_t4y_w5m_cbc}
4. In the General details tab, fill in the fields.  
   For information about the inputs and triggers for each skill, see [Skill inputs for ServiceNow Otto for Field Service Management (FSM)](https://www.servicenow.com/docs/4SF0VY0ULvQUo5aah2wpzw "Use the inputs for each skill to configure how a skill is used.").
   1. Enter a name and description for the skill.
   2. Select Save and continue.
   {#cust-now-assist-fsm-wot-summarization-skill__substeps_hdq_pvm_cbc}
5. Select the View input tab to configure the base input table fields and related lists for the different input templates (New, Work In Progress, and Closed states) for the skill.  
   Each skill relies on a base input table and input fields with descriptions to provide context for the Now LLM Service to generate a response. Select only those related tables that are offered with the base system as part of the input data.
   1. To customize the input configurations for each template state, select the required state from the Template selection drop-down list.
   2. For each input template state, select +New base input field and configure the base input table fields.  
      Add multiple base input fields if more inputs are needed.  
      The following table lists the base input table fields and descriptions, including a relevant example.{#cust-now-assist-fsm-wot-summarization-skill__table_c53_vp5_dbc__entry__2}

      | Field | Description |
      |-|-|
      | Base input field | Field in the Work order task table whose value this skill uses in its response. For example, <kbd class="ph userinput">Short description</kbd>. |
      | Field description | Description of the base input field value. For example, <kbd class="ph userinput">Short description of work order task, provides quick info about the work order task.</kbd> |
      [Table 1. Base input fields]

      {#cust-now-assist-fsm-wot-summarization-skill__table_c53_vp5_dbc}
   3. For each input template state (New, WIP, and Closed), configure the rule conditions by using the condition builder to filter the data further.  
      The rule conditions determine when the input template is used. By default, the record state determines the input template that the Now LLM Service uses.

      You can build the condition out further by selecting +New condition set and configuring additional parameters.

      The following table lists the input template states.  
      {#cust-now-assist-fsm-wot-summarization-skill__table_fh4_ddw_2bc__entry__2}

      | State | Description |
      |-|-|
      | New | State is New. |
      | WIP | State is Work in Progress. |
      | Closed | State is Closed. |
      [Table 2. Input template states]

      {#cust-now-assist-fsm-wot-summarization-skill__table_fh4_ddw_2bc}
   4. For each input template state (New, WIP, and Closed), select +New data source to configure the additional related table, activity streams, and relationships as needed.  
      Adding the input data sources, such as the related tables, activity streams, and relationships provides more context to the Now LLM Service.

      You can also add the rule conditions to these additional related table, activity stream, and relationship data sources.

      The following table lists the data sources you can add to the input data.  
      {#cust-now-assist-fsm-wot-summarization-skill__table_wc1_wt5_dbc__entry__2}

      | Data source | Description |
      |-|-|
      | Related Table | Fields for a related list: * Select related input table * Related table field * Field description {#cust-now-assist-fsm-wot-summarization-skill__ul_o54_h55_dbc} Configuring the related table fields follows the same format as the base input table fields in the Choose input step. |
      | Activity: Email | Email that is attached to the work order task in the work order task summarization. |
      [Table 3. Additional data sources]

      {#cust-now-assist-fsm-wot-summarization-skill__table_wc1_wt5_dbc}
   5. Select Save and continue.
   {#cust-now-assist-fsm-wot-summarization-skill__substeps_xzf_dzj_xfc}
6. Select the Customize prompt tab.  
   Evaluate the prompt utilized for each input template to confirm it meets your expectations. To review and modify the prompt, you can visit the ServiceNow Otto Skill Kit.
   1. Test the prompt response output format by selecting Run Test.  
      For each input template state (New, WIP, and Closed), select a work order task record in the Test response section.

      The following table lists the mandatory prompt headers.
      {#cust-now-assist-fsm-wot-summarization-skill__table_av3_xhw_2bc__entry__2}

      | Input template state | Mandatory prompt header |
      |-|-|
      | New | Issue |
      | Work in progress | * Issue * Key Actions Taken {#cust-now-assist-fsm-wot-summarization-skill__ul_izl_zhw_2bc} |
      | Closed | * Issue * Key Actions Taken * Resolution {#cust-now-assist-fsm-wot-summarization-skill__ul_lsx_kyv_gbc} |
      [Table 4. Mandatory prompt headers]

      {#cust-now-assist-fsm-wot-summarization-skill__table_av3_xhw_2bc}
   2. Select Edit prompt in ServiceNow Otto Skill Kit to make necessary changes to the prompt in the ServiceNow Otto Skill Kit.
   3. Select Save and continue.
   {#cust-now-assist-fsm-wot-summarization-skill__substeps_nws_3wm_cbc}
7. Select the Define availability tab.
   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-wot-summarization-skill__substeps_k21_swm_cbc}
8. Select the Select display tab.
   1. Select either In-product, or Servicenow Otto panel.  
      * In-product: When selected, ServiceNow Otto skills are displayed in all FSM products (on forms and in workspaces).

        To identify the roles that can use the skill, select the down arrow.
      * ServiceNow Otto panel: When selected, ServiceNow Otto skills are available in the ServiceNow Otto panel.

        If you don't see this option, you must activate the ServiceNow Otto panel. For more information, see [Activate the ServiceNow Otto panel standard chat](https://www.servicenow.com/docs/access?context=activate-now-assist-panel&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

        For the skills that appear in the ServiceNow Otto panel, select the down arrow to identify the roles that can use the skill.
      {#cust-now-assist-fsm-wot-summarization-skill__ul_sg3_25m_cbc}
   2. Select Save and continue.
   {#cust-now-assist-fsm-wot-summarization-skill__substeps_r51_bxm_cbc}
9. In the Review and activate page, review your choices and select Activate to complete the skill customization.

## Result

You can now select Summarize from a work order task record and generate the custom work order task summary.

*[\>]: and then