---
sourceDocument: Brazil Enable AI
sourceDocumentLink: https://www.servicenow.com/docs/r/intelligent-experiences

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    - 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
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 Exploring AI Skill Kit

The AI Skill Kit plugin for ServiceNow Otto enables customers to create and activate custom generative AI prompts and skills.
This capability is essential when the out-of-the-box Otto skills do not meet specific business needs, providing greater flexibility and customization in leveraging generative AI within the ServiceNow platform.
Show full answer Show less  

## Before You Build a Custom Skill

Successful skill creation requires familiarity with prompt engineering and understanding how large language models (LLMs) generate probabilistic outputs, which can vary with the same prompt. Users should:

* Understand LLM behavior and output variability.
* Write, test, and refine prompts based on actual results, not assumptions.
* Clearly define the use case and target persona for the skill.
* Test prompts with representative instance data and iterate accordingly.

ServiceNow provides guidelines for general AI Skill Kit usage and skill scoping to assist in defining requirements and outcomes before building skills.

## Getting Started with AI Skill Kit

* Update Otto plugins via the Application Manager to the latest releases supporting AI Skill Kit.
* Assign the **snskillbuilder.admin** role to all users who will create or manage AI skills.

## Roles and Responsibilities

* **AI Developer:** Builds and refines prompts, configures skill settings, and requires prompt engineering expertise and the **snskillbuilder.admin** role.
* **Otto Admin:** Reviews, activates, and manages published skills to make them available at configured touchpoints; requires the admin role.

## AI Skill Kit Workflow

The typical process for developing and deploying a skill includes:

* **Define the provider:** Evaluate the advantages and limitations of different LLMs.
* **Build the prompt:** Leverage knowledge of your ServiceNow instance's architecture to source input data and craft effective prompts.
* **Test the prompt:** Use the AI Skill Kit editor to validate and refine prompt outputs against real data.
* **Deploy the skill:** Publish your custom skill to various ServiceNow interfaces such as the Otto panel, context menus, Virtual Agent, flow actions, or UI actions.

## Benefits for ServiceNow Customers

AI Skill Kit empowers customers to design tailored generative AI capabilities that augment workflows, increasing both effectiveness and efficiency. Key benefits include:

* Ability to create custom skills and workflows addressing unique business needs.
* Tools to author and edit prompts, incorporating data inputs to enhance AI responses.
* Integrated testing features to iteratively improve skill performance before activation.

## Next Steps

For practical guidance on implementation, customers should consult the detailed documentation on configuring and using AI Skill Kit to fully leverage its capabilities within their ServiceNow environment.  
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}