--- sourceDocument: Brazil Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/intelligent-experiences Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Exploring AI Skill Kit # Exploring AI Skill Kit {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Use the AI Skill Kit plugin for ServiceNow Otto to create and activate custom prompts and skills for Otto. ## AI Skill Kit overview {#exploring-now-assist-skill-kit__cf-exploring-parent-overview} Use AI Skill Kit to create custom skills when base system Otto skills don't fit your needs. Custom skills give you greater flexibility with Otto's generative AI capabilities. ## Before you build a custom skill {#exploring-now-assist-skill-kit__section_before_you_build} Because you create the prompts that drive your skills, you should be comfortable with the fundamentals of prompt engineering and with how a large language model (LLM) behaves. Before you begin, you should understand: * How an LLM produces output, including its probabilistic nature and the fact that the same prompt can produce different results on different models. * How to write, test, and refine a prompt based on the output it produces, rather than on how you expect the model to interpret your wording. * The use case you want to solve and the persona you're building the skill for. {#exploring-now-assist-skill-kit__ul_before_you_build} Effective skill development depends on testing the prompt against representative data from your instance and refining it based on the results, not on a single example. For the full set of guidelines and the phases of building a skill, see [General guidelines for AI Skill Kit](https://www.servicenow.com/docs/9wGLV8AFEr2jt2FrCNo1yg "Building a custom skill in AI Skill Kit follows five phases, from scoping the skill to deploying and monitoring it."). For help defining requirements and outcomes before you build, see [Skill scoping guidelines](https://www.servicenow.com/docs/~kcGe9B2euTn9PgD2jzwtg "Scope a custom skill before you build it to define its requirements and expected outcomes."). ## Get AI Skill Kit {#exploring-now-assist-skill-kit__section_xx2_fdh_lcc} To use AI Skill Kit, you must update your Otto plugins in the [Application Manager](https://www.servicenow.com/docs/access?context=exploring-application-manager&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US). For example, update your ServiceNow Otto for ITSM plugin to the latest available release. You must also assign the sn_skill_builder.admin role to anyone who uses AI Skill Kit. ## AI Skill Kit users {#exploring-now-assist-skill-kit__cf-exploring-parent-users} {#exploring-now-assist-skill-kit__table_z52_bpp_jcc__entry__2} | User | Description | |-|-| | AI developer | Creates new skills, writes and refines the prompts, and configures the skill settings. This user must have the sn_skill_builder.admin role. Building an effective skill requires prompt engineering experience and an understanding of LLM behavior. | | Otto admin | Reviews and activates published skills so that they're available at the configured touch points. This user must have the admin role. | [Table 1. AI Skill Kit users] {#exploring-now-assist-skill-kit__table_z52_bpp_jcc} ## AI Skill Kit workflow {#exploring-now-assist-skill-kit__cf-exploring-parent-workflow} The following diagram shows the user journey for AI Skill Kit. Figure 1. User journey for AI Skill Kit Define the provider : Understand the benefits and potential downsides of each large language model (LLM) that you're considering using. Build the prompt : You must have an understanding of the architecture of your instance and be able to define where input data should come from. You should also have an understanding of LLM fundamentals to build an effective prompt. Test the prompt : AI Skill Kit enables you to test your prompt from the editor. Deploy the skill : AI Skill Kit enables you to deploy your skill to the ServiceNow Otto panel, ServiceNow Otto Context Menu, Virtual Agent, Flow Action, or a UI Action. ## AI Skill Kit benefits {#exploring-now-assist-skill-kit__cf-exploring-parent-benefits} AI Skill Kit enables you to design your own custom generative AI functionality that you can then deploy to the ServiceNow platform. Custom skills can augment workflows with generative AI to increase effectiveness and efficiency. {#exploring-now-assist-skill-kit__table_cv2_bpp_jcc__entry__3} | Benefit | Feature | Users | |-|-|-| | Create custom solutions by building a custom skill or workflow. | [Create a skill](https://www.servicenow.com/docs/~ak7kL0bW_JQBd9zdU1nAA "Create a custom skill for Otto. Custom skills extend the generative AI capabilities of Otto to fit your own use cases.") | AI developer | | Create and edit prompts for skills and configure where you want to bring in data from to augment your prompt. | [Create a prompt](https://www.servicenow.com/docs/aCf5iZh_zstaWO9wW1FCeQ "After you create a custom skill, create a prompt. The prompt defines the instructions that the skill sends to the LLM and the skill inputs that it uses.") | AI developer | | Test and iterate on your skill before activating it. | [Test a prompt](https://www.servicenow.com/docs/lbl0exKhp6U2ZkGlLL33UA "After you create a prompt for your custom skill, test it before you finalize it to verify that it returns the expected results.") | AI developer | [Table 2. AI Skill Kit benefits] {#exploring-now-assist-skill-kit__table_cv2_bpp_jcc} ## What to explore next {#exploring-now-assist-skill-kit__cf-exploring-parent-links} To learn more about configuring and using AI Skill Kit, see: * [Configuring AI Skill Kit](https://www.servicenow.com/docs/zXTOk3EiD~TuxKm0_4EsBA "Configure prompts and skills for AI Skill Kit.") * [Using AI Skill Kit](https://www.servicenow.com/docs/MCqZL~XXpVcu9OgsReyHoQ "Use AI Skill Kit to create and publish prompts and custom skills for Otto.") {#exploring-now-assist-skill-kit__ul_dv2_bpp_jcc}