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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Customize a KB generation skill

# Customize an FSM KB generation skill in AI Admin Hub {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes 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 HubSkills.
2. In the Customer workflow group, select FSM to view the skills for the ServiceNow Otto for FSM features.
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. In the General details step, fill in the fields.
   1. Enter a name and description for the skill.
   2. Select Save and continue to go to the next step.
   {#cust-now-assist-fsm-skill__substeps_ogt_zs5_lbc}
5. View the input data.
   1. The table record and input fields are read-only.
   2. Select the Default Knowledge Base for Servicenow Otto panel.
   3. Select Save and continue.
   {#cust-now-assist-fsm-skill__substeps_opy_nly_vfc}
6. Define how the skill is available to your users.
   1. Configure the skill to be available to users, or select conditions that must be met before the skill is available.  
      Selecting Customize skill availability displays a condition builder to filter the data further.
   2. Select Save and continue to go to the next step.
   {#cust-now-assist-fsm-skill__substeps_k21_swm_cbc}
7. Configure where to display the KB generation.
   1. Select either In-product, or Now Assist panel.  
      * In-product: When selected, the Now Assist 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 for FSM KB generation skill is available in the ServiceNow Otto® panel.

        For the skill to appear in the AI Admin Hub 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 to go to the next step.
   {#cust-now-assist-fsm-skill__substeps_egg_d2v_lbc}
8. Review and activate the skill.  
   Review your choices and select Activate to complete the skill customization.

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