Customize a ServiceNow Otto for Supplier Lifecycle Operations (SLO) skill for Case summarization

  • Release version: Zurich
  • Updated July 31, 2025
  • 4 minutes to read

    • If you have the admin role, you can customize a ServiceNow Otto for Supplier Lifecycle Operations (SLO) skill. By customizing a skill, supplier managers can use the generative AI skills in Source-to-Pay Workspace and in Core UI.

    Before you begin

    Role required: admin

    About this task

    From the AI Admin Hub, you can select the input table, related records, and fields for each input template of the Case summarization skill. You can then configure the prompt headers to include them in the general summary.

    Procedure

    1. Navigate to All > AI Admin Hub and select the AI Skills tab.
    2. In the Finance and Supply Chain workflow group, select Supplier Lifecycle Operations to view the AI skills for the ServiceNow Otto for SLO features.
    3. Create a copy of an active skill and customize the input fields.
      1. From the listed active skills, locate the skill that you'd like to copy and select the More actions icon (More actions icon.).
      2. Select Make copy.

        A guided setup leads you through the configuration of the general details, input, prompt, availability, display, review, and activation of the customized skill. If you complete the entire walk-through, the skill is activated.

    4. In the General details step, fill in the fields.
      For information about the inputs for each skill, see Configure skill input for ServiceNow Otto for Supplier Lifecycle Operations (SLO).
      1. Enter a name and description for the skill.
      2. Select Save and continue to go to the next step.
    5. View the input data for each skill, such as the base input fields and related lists for the different input templates.

      Configure the base input table fields and related lists for the different input templates for the skill.

      Each skill relies on a base input table and input fields with descriptions to provide context for 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. For each input template state, select +New base input field and configure the base input table fields.

        Add multiple base input fields, as necessary.

        The following table lists the base input table fields and descriptions, including a relevant example.
        Table 1. Base input fields
        Field Description
        Base input field

        Field in the case table whose value this skill uses in its response.

        For example, Short description.
        Field description

        Description of the base input field value.

        For example, Short description of case, provides quick info about the case.
      2. For each input template state, 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 the Now LLM Service uses.

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

      3. For each input template state, select +New data source to configure the additional related table and activity stream data, as needed.

        You can add input data sources like related tables, activity streams, and relationships to provide more context to the Now LLM Service. You can also add rule conditions to these additional data sources.

        The selection of the related table fields can have a direct impact on the quality of the corresponding prompt header. If a prompt header requires a specific field from a related table, but that field isn’t selected as input, the summary for that prompt header contains missing information.

      4. Select Save and continue to go to the next step.
    6. Customize the prompt output.

      Review and test the prompt for each input template configuration. You can edit the prompt by adding new predefined sections and reordering them, as needed.

    7. Define how the skill is available to your users.
      1. Configure the skill to be always available to users, or select conditions that must be met before the skill is available.
        Selecting Customize skill availability displays a condition builder to filter the data further.
      2. Select Save and continue to go to the next step.
    8. Define who can use the skill using Access control lists (ACLs).
      Roles selected here will be available in the ‘Select display’ step.
    9. Configure where to display the supplier case summarization.
      1. Select the In-product desktop Display toggle to display the AI skill on forms and workspaces.
        For the skills that appear in the in-product desktop, select the down arrow to identify the roles that can use the skill.
      2. Select the ServiceNow Otto panel Display toggle to activate the AI skill in the ServiceNow Otto panel.
      3. 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.
      You can select Summarize in a record to generate the summary for the supplier case.