Activate the Document screening Al skill in ServiceNow Otto for PSDS

Activate the Document screening AI skill to use ServiceNow Otto for PSDS gen-AI to screen documents in the Social Benefits Playbook. The skill classifies document types, validates them against case requirements, and flags issues with clear explanations. Agents receive AI-composed messages to send to constituents with resubmission instructions.

Before you begin

Important:

Some generative AI skills, agents, and agentic workflows are turned on by default. The default behavior works as follows:

New customers

When you install an AI product, designated generative AI skills, AI agents, or agentic workflows are turned on automatically.

Existing customers who are upgrading (starting with Zurich Patch 4)

There is no change to skills, agents, or agentic workflows that are currently enabled and customized.

An AI asset is turned on if:

• The AI plugin is installed, but the asset was never turned on.
• An admin has never adjusted roles for the skill.

An AI asset is not turned on if:

• The asset was previously turned on, and then turned off again.
• An admin has adjusted roles for the asset.

For more information, see AI agents, skills, and agentic workflows on by default.

• Confirm that the following applications and plugins are installed:
  • ServiceNow Otto in Document Intelligence (sn_docintel_gen_ai)
  • Document Processor (sn_doc_processor)
  • Service Applicant Information (sn_svc_appl_info)
  • ServiceNow Otto for Public Sector Digital Services (PSDS)
  • Social Benefits Playbook, Grants Management, or License and Permit Playbook
  For more information on configuring ServiceNow Otto in Document Intelligence, see Configuring Now Assist in Document Intelligence.
• Perform this task in your ServiceNow instance, ensuring the ServiceNow Otto for Public Sector Digital Services (PSDS) Application scope is selected.
• Role required: admin

Note:

AI Admin Hub (sn_nowassist_admin) and ServiceNow Otto for Platform (sn_genai_platform) plugins must be installed.

Procedure

1. Navigate to All > AI Admin Hub > ServiceNow Otto Skills.
2. In the workflow list, select Customer > PSDS.
3. On the card for the Document screening Al skill, select Turn on.
   
4. Configure user access on the pop-up modal to specify who can use this skill.
   Access control lists (ACLs) are implemented to identify the users permitted to access this skill, and are generated automatically).
5. Select Turn on.
6. In the dialog box, select Back to skills.
7. Verify that the skill is activated on the Document Screening Al skill card.