Additional skill input and trigger information

Enable remaining Generative AI Skills within Now Assist CSM, and reference summarized details to complete setup.

Overview of skills and triggers

Depending on the selected skill, you can configure 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.

Sidebar discussion summarization skill

For the sidebar discussion summarization skill, select the triggers that determine when a sidebar discussion summary is generated.

The following table lists the triggers that determine when a sidebar discussion summary is generated.

Table 1. Triggers for the sidebar discussion summarization skill

Trigger	Description
User triggered	Sidebar discussion summarization that is generated when the agent manually triggers the skill.

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.

The following table lists the inputs for the case sentiment analysis skill.

Table 2. Inputs for the case sentiment analysis skill

Input	Description
Input table	Case [Case]
Input fields	Short description Description Priority State Task creation date Activities Task SLA

The following table lists the outputs for the case sentiment analysis skill.

Table 3. Outputs for the sentiment analysis skill

Output	Description
Sentiment values	Very positive Positive Neutral Negative Very negative
Sentiment trend	Improving Declining Stable
Sentiment reasoning	Reasons for provide the sentiment value.

The following table lists the scheduled job for the sentiment analysis skill

Table 4. 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.

Suggested steps generation skill

The following table lists the suggested steps generation skill

Table 5. Inputs for suggested steps generation skill

Input	Description
Input table	sn_customerservice_case
Input field	Short description The skill uses this field to cluster cases based on similar cases closed in the past.
Conditions	Filter conditions to generate the suggested steps. Similar cases closed or resolved within the last 6 months are used by default to create the case clusters.