---
sourceDocument: Brazil Telecommunications, Media, and Technology
sourceDocumentLink: https://www.servicenow.com/docs/r/telecom-media-technology

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Telecommunications, Media, and Technology

ft:clusterId :

    - telmt

bundleId :

    - telmt

workflow :

    - Customer and Industry


---

# Extend the Telecommunications Customer 360 Insights

# Extend the Telecommunications Customer 360 Insights {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Extend the Telecommunications Customer 360 summary card by registering a new ServiceNow Otto skill with the orchestrator quick action and adding it to the merge order.

## About this task

Telecommunications Customer 360 Insights combines multiple ServiceNow Otto skills into a single insight card. The Generate telecom customer 360 insights quick action runs all registered skills and merges their outputs into a single summary
displayed in the ServiceNow Otto panel. By default, the following skills are included:

* Top Issues
* Health \& Sentiment

{#c360-extending-skills__ul_p5d_ykq_lkc}  
Note:  
Adding a new skill requires no changes to the existing skills or the overall quick action setup.

## Before you begin

* Role required: admin
* Build and configure the new ServiceNow Otto skill before completing this task. Note the sys_id values for the skill and its configuration record.
{#c360-extending-skills__ul_cqf_2lq_lkc}

## Procedure

1. Open the Generate telecom customer 360 insights quick action.
   1. Navigate to All and type <kbd class="ph userinput">Quick Actions</kbd> in the filter navigator.
   2. Open the Quick Actions list.
   3. Search for Generate telecom customer 360 insights and open the record.
   {#c360-extending-skills__substeps_s5d_ykq_lkc}
2. Register the new skill in the quick action script.
   1. Open the Script field for editing.
   2. Locate the `INSIGHT_SKILLS` array and add a new entry for the skill.

   {#c360-extending-skills__substeps_t5d_ykq_lkc}  
   Each entry in the array requires the following properties:
   * `key` --- a unique identifier for the skill, used later in the merge order.
   * `capabilityId` --- the sys_id of the ServiceNow Otto skill record.
   * `skillConfigId` --- the sys_id of the skill configuration record.
   * `buildFingerprint` --- a function that builds the input fingerprint used to identify and cache the skill's request.

   {#c360-extending-skills__ul_u5d_ykq_lkc}

       var INSIGHT_SKILLS = [
           {
               key: 'top_issues',
               capabilityId: 'd01605b32baa3690449af5b14391bf47',
               skillConfigId: '601605b32baa3690449af5b14391bf93',
               buildFingerprint: function(inps) {
                   return fingerprintUtil.buildTopIssuesFingerprint(inps);
               }
           },
           {
               key: 'health',
               capabilityId: 'f40562b32b667690449af5b14391bf9e',
               skillConfigId: '410562b32b667690449af5b14391bff8',
               buildFingerprint: function(inps) {
                   return fingerprintUtil.buildHealthFingerprint(inps);
               }
           },
           {
               key: 'contract_renewal',
               capabilityId: '<sys_id of your new ServiceNow Otto skill>',
               skillConfigId: '<sys_id of your new skill configuration>',
               buildFingerprint: function(inps) {
                   return fingerprintUtil.buildContractRenewalFingerprint(inps);
               }
           }
       ];

3. Open the TelecomC360InsightsCallbackHandler script include.
   1. Navigate to All and type <kbd class="ph userinput">Script Includes</kbd> in the filter navigator.
   2. Search for TelecomC360InsightsCallbackHandler and open the record.
   {#c360-extending-skills__substeps_v5d_ykq_lkc}
4. Add the new skill key to the merge order array.  
   Locate the line that builds the merged summary and insert the new skill's `key` value in the position where you want it to appear in the combined insight card.

       var mergedMarkdown = ['top_issues', 'health', 'contract_renewal'].map(function(k) {
           return byKey[k] && byKey[k].model_output ? byKey[k].model_output : '';
       }).filter(function(t) { return t && t.length > 0; }).join('\n\n');

   Important:  
   Only keys listed in this array are included in the combined insight card. A skill whose key is missing here generates output but does not display it.
5. Save both records.
{#c360-extending-skills__steps_r5d_ykq_lkc}

## Result

The new ServiceNow Otto skill runs alongside the existing skills when the Generate telecom customer 360 insights quick action is triggered, and its output appears in the combined summary at
the position you specified.