Customize an order summarization skill in Now Assist for Order Management

Configure the Now Assist for Order Management application so that your order agent and fulfillment agent can use the generative AI skills in the CSM/FSM Configurable Workspace and Business Portal.

始める前に

Role required: admin

手順

1. Navigate to All > Now Assist Admin > Now Assist Skills.
2. In the Customer workflow group, view the skills for the Now Assist for Order Management under SOM.
3. Copy the order summarization skill for customization.
   1. Make a copy of an active skill by selecting either Order Summarization (Order Capture) or Order Summarization (Order Fulfillment).
      注:

      Only one version of a skill can be active at a time for each skill. If you create and activate a copy of the skill, any previously activated version of the skill is deactivated.
   2. Select the More actions icon for the skill, and create a copy that you can customize by selecting Make a copy.

      The copy that you make is listed in the All section.

   3. On the copied skill, select Activate skill to open and modify it.
      A guided setup leads you through configuring General details, View order input, Customize prompt output, Define Availability, Define access, select display, and Review and activate of the skill to be customized.
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.
   注:

   The More details on the skills fields are read-only.
5. Configure the base input table fields and related lists for the different input templates (Product Order Capture or Service Order Capture) for the skill.
   注:

   The Choose base table field is ready-only.

   Each skill relies on a base input table and input fields with descriptions to provide context for all the Now LLM Service to generate a response.

   Select only those related tables that are offered as the base system as part of the input data.

   1. Select +New base input field and configure the base input table fields for each input template (Product Order Capture or Service Order Capture).

      Add multiple base input fields, as necessary.

      The following table lists the base input table fields and descriptions.

      表 : 1. Base input fields

      Field	Description
      Base input field	Field in the base input table whose value this skill uses in its response. For example, Number.
      Field description	Description of the base input field value. For example, Order number.

   2. For each input template, configure the rule conditions by using the condition builder to filter the data.

      The rule conditions determine when the input template is used. By default, the record state determines the input template that all Now LLM Service use.

      You can build the condition out further by selecting New condition set and configuring additional parameters.

   3. Configure the additional input data sources by selecting New data source for each input template, as needed.

      Adding input data source, like the related tables, provides more context to all Now LLM Service in a related list.

      You can also add the rule conditions to these additional data sources.

      The selection of the related table fields has a direct impact on the quality of the corresponding prompt header.
   4. Select Save and continue to go to the next step.
6. Customize the prompt output.

   Review and test the default prompt provided. The prompt is fixed and can’t be customized directly within this step or from the Now Assist Admin screen.

   To customize or create prompts, select Edit prompt in Now Assist Skill Kit. You are redirected to the Now Assist Skill Kit, where you can manage prompt configurations for the skill. For more information, see Now Assist Skill Kit.

   1. For each input template (Product Order Capture or Service Order Capture), select a record in the Test output section and test the prompt response output format by selecting Run Test.
   2. Select Save and continue to go to the next step.
7. Use the Define availability section to define how the skill is available to users.
   1. Configure the skill to be available to users, or select the conditions that must be met before the skill is available.
      Selecting Customize skill availability displays a condition builder to filter the data further.

      Select New condition set to configure additional conditions, as needed.

   2. Select Save and continue to go to the next step.
8. Specify which users can access the skill in the Define access section.

   By selecting specific roles, you're controlling who can use the skill. The roles that you choose will also be available in the Select display step.

   Default and Custom roles:

   • If no changes are made, the default role sn_ind_tmt_orm.order_agent automatically appears in User access - Access Control List (ACL).
   • Apply role restrictions when the skill is invoked by selecting Roles and defining which data and resources (for example, tables) the user can access in the Role restrictions to skill field.
     注:

     If you add a role in the Define Access step, you must manually select it in the Select Display field to make it active.
9. Configure the In-product desktop field to display the order summarization for Order Management.
   1. Display Now Assist skills on the forms and workspaces by selecting the In-product desktop field.
      For the skills that appear in-product, select the arrow to identify the roles that can use the skill.
   2. Select Save and continue to go to the next step.
10. Review and activate the skill.
    Review your choices and select Activate to complete the skill customization.
    Select Summarize in an order to generate the order summary.