Configure a skill in ServiceNow Otto for Public Sector Digital Services (PSDS)

  • Release version: Australia
  • Updated March 12, 2026
  • 4 minutes to read

    • Configure the triggers, settings, and display locations for ServiceNow Otto skills to enable GenAI capabilities across the Public Sector Digital Services agent platform.

    About this task

    Each skill is configured separately, and tailored to support agents across various platforms. The following AI skills are available to be configured for use within Public Sector Digital Services:

    Table 1. AI skill overviews
    Skill Description
    Document screening Review and validate uploaded documents autonomously, checking IDs, tax forms, and other supporting documents. This skill flags potential issues and surfaces key details, applying consistent validation logic across every submission. For more info, see Configure Document screening.
    Investigative case summarization Synthesize narratives, entities, evidence, and activity into a structured summary, enabling agents to grasp case contexts and respond to inquiries. Generate detailed resolution information for investigative outcomes, allowing agents to propose solutions and integrate generated information into the case record. For more info, see Configure Investigative case summarization.
    Government case summarization Summarize the case details and display this information on the case record, helping agents to grasp the context of a case. For more information, see Configure Case summarization.
    Chat summarization Auto-generate summaries of agent-facing chats. Summaries capture the essence of conversations between agents and constituents or virtual agents, highlighting key points. Critical information from interactions is readily accessible for future reference and actions. For more information, see Configure Chat summarization.

    The AI Admin Hub console contains everything that you need to install the plugins and configure the generative AI skills. For additional information, see Overview tab in AI Admin Hub

    General Configuration Steps

    The AI Admin Hub console contains everything that you need to install the plugins and configure generative AI skills. For additional information, see Overview tab in AI Admin Hub.

    Each skill has its own configuration process. However, skill activation follows the same guided setup. What configuring steps are required varies depending on the skill.

    Common Configuration components:

    • Trigger: Allows you to configure the circumstances in which a skill is generated. For example, chat summarizations can be configured to generate when the chat handoff is done from a live agent to a live agent.
    • Input: Configure the data used to create the information generated by the skill.
    • Availability: customize how and when the skill capability is active and accessible.
    • Access:determine who can access this skill. By selecting specific roles, you're controlling who can use it. The roles you choose will also be available in the next step, Select display.
    • Display: determine where the skill appears. For example, the case summarization skill can be configured to display on forms and workspaces or in the ServiceNow Otto panel.

    Saving and activating the configuration setup process is the same across all ServiceNow Otto skills.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to All > AI Admin Hub > Skills to access the AI Skills tab of the AI Admin Hub console.
      AI skills
    2. Activate and configure the skills for the ServiceNow Otto for PSDS.
      The following ServiceNow Otto for PSDS skills can be customized:
      • Case Summarization
      • Chat Summarization
      These features are grouped under the Customer workflow group. Select PSDS in the dropdown to access the skills for ServiceNow Otto for Public Sector Digital Services (PSDS). Each feature has its associated skills.
      AI skills for PSDS Customer workflow
    3. On the feature card that is associated with the skill that you would like to activate, select View details.

      For the Government case summarization skill, select View details under the Government case feature card.

    4. In the All available skills section for the desired feature, select Activate skill.
    5. Select the inputs or triggers for the selected skill.
      Figure 1. Example Define trigger screen for the Chat summarization skill
      Example Define triggers screen for the chat skill.
    6. After you configure all inputs or triggers for the selected skill, select Save and continue to go to the next step.
      You can return to a previous step by using the Back button.
    7. Define the availability of the skill.
      Note:
      This step applies to the case summarization and resolution notes generation skill. If you’re configuring the chat summarization skill, you will see the next step as Choose input. You can select the customer-facing portals that you want to use as the source of the input data. The default product portal and portals that are already in use by other products can't be selected.

      You can configure the skill to be always available to users, or you can select conditions that must be met before the skill is available. Selecting Customize skill availability displays a condition builder.

    8. After you configure the skill availability, select Save and continue to go to the next step.
    9. Select where you would like to display the skill.
      • In-product: When selected, the ServiceNow Otto skills are displayed on forms and workspaces. For the skills that appear in-product, select the down arrow to identify the roles that can use the skill.
      • 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. For the skills that appear in the ServiceNow Otto panel, select the down arrow to identify the roles that can use the skill.
        Note:
        Selecting In-product will allow the case summarization card to show on the process based experience playbook page in the CSM Configurable Workspace. For Government case summarization, select In-product.
    10. After you configure the display for the selected skill, select Save and continue to go to the next step.
    11. Review your choices and select Activate to complete the configuration.
      Modal showing Activate option for the government case summarization skill

    Result

    Your skill is configured.

    What to do next

    You can go back to the AI Skills page to configure another skill.