Customizing a Now Assist for CSM skill

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
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    Summary of Customizing a Now Assist for CSM skill

    Now Assist for Customer Service Management (CSM) provides base system skills designed to enhance your service workflows. These skills can be customized to align with your organization's specific business requirements, data sources, and user roles. Customization ensures the AI capabilities are tailored for optimal relevance and usability within your ServiceNow environment.

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    Key Features

    • Customization Methods:
      • Now Assist Admin console: Modify base skills, inputs, and display settings.
      • Now Assist Skill Kit (NASK): Build, clone, and publish custom skills with advanced input and prompt customizations.
    • Skill Activation and Configuration: Access skills through the Now Assist Admin console, activate them, and follow guided setup steps.
    • Editing Base Skills: Base system skills cannot be modified directly. Instead, create a copy, rename it descriptively, and adjust input configurations or data sources.
    • Prompt Customization: Use NASK with the snskillbuilder.admin role to edit prompts. Clone prompts, apply changes, add processors or conditions, and publish updates.
    • Skill Availability and Access Control: Customize when and where skills appear (in-product or Now Assist panel) and specify user roles authorized to access the skill.
    • Cloning and Publishing in NASK: Clone base skills, add or modify inputs and prompts, test thoroughly, then finalize and publish the skill version. Note that finalized prompts cannot be edited but new versions can be created.

    Practical Application for ServiceNow Customers

    By customizing Now Assist for CSM skills, you can ensure AI-driven assistance fits your unique case management processes and user roles. This enables more relevant, streamlined support interactions and improves user adoption by displaying skills only to appropriate roles and contexts.

    Following the outlined steps allows administrators to safely modify or extend base skills without altering original system configurations, maintaining upgrade compatibility. Testing cloned and customized skills before activation helps verify behavior on real records, ensuring a reliable user experience.

    Learn how to access, activate, and customize a Now Assist for CSM skill using the Now Assist Admin console and Now Assist Skill Kit.

    Role required: admin

    Now Assist 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 Now Assist Admin console: Modify base system skills, input configurations, and display settings.
    • Using Now Assist 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 Now Assist Skill Kit to clone base system skills, as long as they are the latest versions created after the release of the Now Assist Skill Kit.
    Flowchart showing process steps in Now Assist Admin console and Now Assist Skill Kit

    Access and activate a skill in Now Assist Admin console

    1. Navigate to All > Now Assist Admin console > Skills.
    2. Select the Now Assist Skills tab.
    3. Select Customer > CSM
    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 more descriptive 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:
        • ISelect Edit prompt in Now Assist Skill Kit to edit the prompt in Now Assist Skill Kit.
        • You need the sn_skill_builder.admin role to edit the prompt in the Now Assist Skill Kit (NASK).
        • To edit a prompt, locate the prompt for the specified provider, clone it, apply the necessary changes, add pre or post processors and conditions as needed, finalize and publish the updated prompt, and then return to test changes on Now Assist Admin console.
      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 Now Assist 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 Now Assist for Customer Service Management (CSM).

    Access and clone base system skills with the Now Assist Skill Kit

    1. Navigate to All > Now Assist Skill KIt.
    2. Under the ServiceNow skills tab, select the prompt you want to edit in Now Assist Skill Kit.
      Note:
      You need the sn_skill_builder.admin role to activate and customize the prompt in the Now Assist Skill Kit (NASK).
    3. Create a clone 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 theInputs 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 a new prompt.
    7. Test the prompt.
    8. Evaluate the prompt.
    9. Finalize and publish the skill from the Now Assist 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 it in the Now Assist Admin console and set display options.
      Note:
      This is not required for all skills.