---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/employee-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Skill inputs and triggers

# Skill inputs and triggers for ServiceNow Otto for HRSD {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Skill inputs and triggers for ServiceNow Otto for HRSD

This document provides a concise guide on configuring skill inputs and triggers in ServiceNow Otto for HR Service Delivery (HRSD), Release Australia.
By setting these inputs and triggers, customers control how and when specific skills are activated within HRSD workflows.
Inputs define the data used by a skill, while triggers initiate skill actions.
Show full answer Show less  

## Key Features

* **Chat Summarization Skill:** Configurable triggers determine when chat summaries are generated and how they display. Triggers include:
  * Virtual Agent to Live Agent handoff
  * Quick action (/summarize command)
  * Chat wrap-up when live agent ends chat
  * Short description update upon chat end
  * Bulleted list format
  * Auto-populating task creation fields
* **Case Summarization Skill:** Uses read-only inputs specifying the HR Case table (\[snhrcorecase\]) and key fields such as Description, Priority, State, and Work notes. Note that summarization excludes Cancelled or Suspended cases.
* **Resolution Notes Generation Skill:** Generates resolution notes using data from the HR Case table, including fields like Short description, Description, State, Additional comments, and Work notes. Inputs are read-only.
* **Case Sentiment Analysis Skill:** Analyzes case sentiment based on fields from the Case table (\[case\]) such as Description, Priority, State, and Creation date. It produces outputs indicating sentiment values (Positive, Neutral, Negative), trends (Improving, Declining, Stable), and reasoning behind sentiment ratings. A scheduled job manages sentiment refreshing and can update historical records when enabled.
* **Knowledge Article Generation Skill:** Generates knowledge articles for HR cases using read-only inputs from \[snhrcorecase\] including Short description, Description, Close notes, Additional comments, and Work notes.

## Practical Application for ServiceNow Customers

ServiceNow HRSD customers can leverage these configurable skills to automate and enhance HR case management and virtual agent interactions. By understanding and tailoring the inputs and triggers:

* They can ensure timely and relevant chat summaries during live agent handoffs or chat wrap-ups.
* Automatically generate case summaries and resolution notes that maintain consistency and reduce manual effort.
* Monitor case sentiment trends to proactively address employee concerns.
* Facilitate creation of knowledge articles to improve HR knowledge management.

These capabilities streamline HR service delivery, improve case handling efficiency, and support better employee experiences.  
Get a quick overview of the skill inputs and triggers for ServiceNow Otto for HR Service Delivery (HRSD). By configuring the inputs or triggers for a skill, you can determine how and when a skill is used.
Depending on the selected skill, you can configure the 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.

## Chat summarization skill {#now-assist-hrsd-skill-inputs__section_lrc_tr4_hzb}

For the chat summarization skill, select the triggers that determine when a chat summary is generated and how a chat summary is displayed.  
The following table lists the triggers that you can configure for the chat summarization skill of the Chat Assist feature.{#now-assist-hrsd-skill-inputs__table_chat_summary_triggers__entry__2}

| Trigger | Description |
|-|-|
| Virtual Agent to Live Agent handoff | Chat summary that is generated when the chat handoff is done from Virtual Agent to a live agent. |
| Quick action | Chat summary that is generated when the live agent performs the `/summarize` quick action. |
| Short description | Short description field that is updated for the interaction when the live agent ends the chat. |
| Chat wrap-up | Chat summary that is generated when the live agent ends the chat. The Chat Summary field is updated for the interaction. |
| Bulleted list | Chat summary as an unordered list. |
| Task creation | Short description and Description fields that are auto-populated when a task is created. |
[Table 1. Triggers for the chat summarization skill]

{#now-assist-hrsd-skill-inputs__table_chat_summary_triggers}

## Case summarization skill {#now-assist-hrsd-skill-inputs__section_ijv_tr4_hzb}

The case summarization skill includes the inputs that identify the table and fields that are used when a case summary is generated.  
Note:  
These fields are read-only.  
The following table lists the inputs for the case summarization skill.{#now-assist-hrsd-skill-inputs__table_case_summary_inputs__entry__2}

| Input | Description |
|-|-|
| Input table | HR Case \[sn_hr_core_case\] |
| Input fields | * Description * Priority * Short description * State * Additional comments * Work notes {#now-assist-hrsd-skill-inputs__ul_wht_y54_hzb} |
[Table 2. Inputs for the case summarization skill]

{#now-assist-hrsd-skill-inputs__table_case_summary_inputs}  
Note:  
Case summarization is not available for Cancelled or Suspended cases.

## Resolution notes generation skill {#now-assist-hrsd-skill-inputs__section_z2l_vr4_hzb}

The resolution notes generation skill includes the inputs that identify the table and fields that are used when the resolution notes are generated for a case.  
Note:  
These fields are read-only.  
The following table lists the inputs for the resolution notes generation skill.{#now-assist-hrsd-skill-inputs__table_resolution_notes_inputs__entry__2}

| Input | Description |
|-|-|
| Input table | HR Case \[sn_hr_core_case\] |
| Input fields | * Short description * Description * State * Additional comments * Work notes {#now-assist-hrsd-skill-inputs__ul_cmh_3v4_hzb} |
[Table 3. Inputs for the resolution notes generation skill]

{#now-assist-hrsd-skill-inputs__table_resolution_notes_inputs}

## Case sentiment analysis skill {#now-assist-hrsd-skill-inputs__section_j4q_bz3_l2c}

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.  
{#now-assist-hrsd-skill-inputs__table_rbs_gbj_l2c__entry__2}

| Input | Description |
|-|-|
| Input table | Case \[case\] |
| Input fields | * Short description * Description * Priority * State * Creation date * Activities {#now-assist-hrsd-skill-inputs__ul_sbs_gbj_l2c} |
[Table 4. Inputs for the sentiment analysis skill]

{#now-assist-hrsd-skill-inputs__table_rbs_gbj_l2c}  
{#now-assist-hrsd-skill-inputs__table_lm1_qcj_l2c__entry__2}

| Output | Description |
|-|-|
| Sentiment values | * Positive * Neutral * Negative {#now-assist-hrsd-skill-inputs__ul_jdt_zdj_l2c} |
| Sentiment trend | * Improving * Declining * Stable {#now-assist-hrsd-skill-inputs__ul_d2l_vqq_xfc} |
| Sentiment reasoning | Reasons for providing the sentiment value. |
[Table 5. Outputs for the sentiment analysis skill]

{#now-assist-hrsd-skill-inputs__table_lm1_qcj_l2c}
{#now-assist-hrsd-skill-inputs__table_msm_4fv_52c__entry__3}

| 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. |
[Table 6. Scheduled job for the sentiment analysis skill]

{#now-assist-hrsd-skill-inputs__table_msm_4fv_52c}

## Knowledge article generation skill {#now-assist-hrsd-skill-inputs__section_r3v_ywp_hbc}

The knowledge article generation skill includes the inputs that identify the table and fields that are used when a knowledge article is generated for a case.  
Note:  
These fields are read-only.  
The following table lists the inputs for the knowledge article generation skill.{#now-assist-hrsd-skill-inputs__table_s3v_ywp_hbc__entry__2}

| Input | Description |
|-|-|
| Input table | HR Case \[sn_hr_core_case\] |
| Input fields | * Short description * Description * Close notes (for HR cases) * Additional comments * Work notes {#now-assist-hrsd-skill-inputs__ul_t3v_ywp_hbc} |
[Table 7. Inputs for the knowledge article generation skill]

{#now-assist-hrsd-skill-inputs__table_s3v_ywp_hbc}