Skill inputs for ServiceNow Otto for Telecommunications, Media, and Technology (TMT)

Release version: Australia

Updated March 12, 2026

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Summary of Skill Inputs for ServiceNow Otto for Telecommunications, Media, and Technology (TMT)

ServiceNow Otto for TMT enables customers to configure skill inputs that control how and when specific AI-driven skills are applied. Each skill relies on defined input data—tables and fields—to perform tasks such as summarizing service problem cases, generating resolution notes, analyzing sentiment, and more. Domain separation allows independent management of configurations and data visibility across different logical groupings, enhancing security and customization.

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Security for Otto skills and workflows is managed through access control lists (ACLs) and user identities, ensuring appropriate data protection and access.

Key Skill Inputs and Their Practical Uses

Service Problem Case Sentiment Analysis Skill: Uses the Service Problem Case table and relevant fields (short description, state, severity, comments, work notes) to analyze customer sentiment on service issues.
Comprehensive Summary of Linked Records Skill: Generates summaries of linked records in Alternative Dispute Resolution (ADR) cases using the ADR Complaint table.
Deadlock Letter Draft Generation Skill: Creates deadlock letters for ADR cases using the ADR Complaint table and ADR record identifier.
Resolution Notes Generation for ADR Skill: Generates resolution notes for ADR cases based on ADR Complaint data.
Risk Signal and Issues Summarization Skill: Summarizes risk signals and issues with inputs from Risk Signal and Issues and Risk Solution tables, covering fields like account name, priority, description, state, and source records.
Draft Risk Closure Notes Summarization Skill: Automatically generates and closes risk signals daily based on their status, using inputs similar to the risk signal and issues summarization skill.
Customer Service Summary Skill: Provides insights on customer service issues via a configurable knowledge graph, with stages for general details, graph questionnaire, prompt customization, access definition, display selection, and activation.
Service Problem Case Summarization Skill: Summarizes service problem cases using specific fields from the Service Problem Case table, including diagnostic and resolution task details. Data sources are fixed in this release.
Resolution Notes Generation Skill: Produces resolution notes for service problem cases from defined tables and fields, with data sources fixed.
Test Summarization Skill: Generates test summaries using Test Run and Test Measure tables, focusing on fields such as name, metric description, value, and rule violations.
Knowledge Article Generation Skill: Drafts knowledge articles for cases using specific case-related fields; data source is fixed.
Account Onboarding Case Summarization Skill: Summarizes account onboarding cases across multiple stages, utilizing fields related to service exchange, go-live dates, work notes, and progress across related tasks.
Engagement Summarization Skill: Summarizes engagement data and related records (risk and issues, internal play, success cases, initiatives, outcomes) using fields like state, stage, renewal date, progress, and target values.
Touchpoint Summarization Skill: Summarizes touchpoint data, including engagement details and meeting metadata.
Customer Play and Internal Play Summarization Skills: Summarize customer and internal play information, including engagement status, account details, progress, and related tasks.
Success Initiative Summarization Skill: Summarizes success initiatives with fields covering outcomes, account info, sold product details, and task progress.
Lookup Similar Engagements Skill: Identifies similar engagements for product adoption roadmaps using engagement phase and product usage fields.
Remote Hands Case Summarization Skill: Summarizes remote hands cases incorporating priority, state, channel, and descriptive fields.

Practical Considerations for ServiceNow Customers

Inputs define the essential data sources and fields each skill uses, enabling precise configuration tailored to your organizational data and processes.
Domain separation ensures data and configuration isolation, supporting multi-tenant or segmented environments with secure and independent skill management.
Security is enforced via ACLs and user identities, safeguarding sensitive information processed by Otto skills and workflows.
Some skills have fixed input data sources in this release, limiting modifications to underlying tables and fields; understanding these constraints helps plan effective implementations.
Configuring skills involves stages such as defining input tables/fields, customizing prompts, setting availability, and activating skills, facilitating controlled deployment and use.

Use inputs for each skill to configure how and when a skill is used.

Overview of ServiceNow Otto for TMT

Depending on the selected skill, you can configure inputs. These settings determine how a skill is used. An input identifies the data that is used for a skill, such as the table and fields that are used to generate a service problem case summary, resolution notes summary, customer service summary, and test summary.

Domain separation allows users to separate data, processes, and administrative tasks into logical groupings known as domains. Domain separation enables users to independently manage skill configurations, data visibility, and other settings within each domain. Domain separation is possible at the skill level and at the individual configuration level.

Domain separation is possible at the skill level and at the individual configuration level.

Enable security for ServiceNow Otto skills and flows through access control lists (ACLs) and user identities. For more information, see Configure ACLs for AI agents and agentic workflows.

To understand more about the ServiceNow domain separation, see Exploring domain separation.

Service Problem Case sentiment analysis skill

The Service Problem Case sentiment analysis skill uses the following table and field inputs to analyze the customer sentiment on a service problem case.

Table 1. Inputs for the service problem case sentiment analysis skill
Input	Description
Input table	Service Problem Case [sn_sprb_mgmt.admin]
Input fields	Description Short description State Issue severity Additional comments Work notes

Comprehensive summary of linked records skill

The comprehensive summary of linked records skill uses the following table and field inputs to generate the summary of linked records in an Alternative Dispute Resolution (ADR) case.

Table 2. Related inputs for the comprehensive summary of linked records skill
Input	Description
Input table	ADR Complaint [sn_telco_adr_mgmt_complaint]
Input fields	Short description

Deadlock letter draft generation skill

The deadlock letter draft generation skill uses the following table and field inputs to generate a deadlock letter for an ADR case.

Table 3. Inputs for the deadlock letter draft generation skill
Input	Description
Input table	ADR Complaint [sn_telco_adr_mgmt_complaint]
Input fields	ADR record sys_id

Resolution notes generation for ADR skill

The resolution notes generation for ADR skill uses the following table and field inputs to generate the resolution notes for an ADR case.

Table 4. Related inputs for the deadlock letter draft generation skill
Input	Description
Input table	ADR Complaint [sn_telco_adr_mgmt_complaint]
Input fields	ADR record sys_id

Risk signal and issues summarization skill

The risk signal and issues summarization skill includes the inputs that identify the table and fields that are used when a risk signal and issues summary is generated.

Table 5. Inputs for the risk signal and issues summarization skill
Input	Description
Input table	Risk signal and issues
Input fields	Account Name Priority Description Short description State Source record Category Name Probability

Table 6. Input for risk signal and issues summarization skill
Input	Description
Input table	Risk solution
Input fields	Source record Source table impacted_record impacted_table

Draft risk closure notes summarization skill

The draft risk closure notes summarization skill automatically generates closure notes and closes eligible risk signals at the end of each day based on the status of their associated risk solutions.

Table 7. Inputs for the draft risk closure notes summarization skill
Input	Description
Input table	Risk signal and issues
Input fields	Account Name Priority Description Short description State Source record Category Name Probability

Customer service summary skill

The customer service summary skill helps user to get information on the customer service issues from their knowledge graph. You can configure the input in the following customer service summarization stages:

General details
Graph questionnaire
To add or modify the queries, see Configure the graph questionnaire ServiceNow Otto for Telecommunications, Media, and Technology (TMT).
Customize prompt
To customize the prompt, see Customize a skill in ServiceNow Otto for TMT.
Define access
Select display
Review and activate

Table 8. Inputs for the customer service summary skill
Input	Description
Input table	Service Problem Case [sn_sprb_mgmt.admin]

Service problem case summarization skill

The service problem case summarization skill includes the inputs that identify the table and fields that are used when a service problem case summary is generated. You can configure the input in the following service problem case summarization stages:

General details
View input
Customize prompt
Define availability
Select display
Review and activate

In this release, you can't modify a skill's input data source. The data source contains the tables and fields that the skill relies on.

Table 9. Inputs for the service problem case summarization skill
Input	Description
Input table	Service Problem Case [sn_sprb_mgmt_case]
Input fields	Description Short description Work notes Additional comments Diagnostic Task Fields: Description Short description Work notes state sys id Resolution Task Fields: Description Short description Work notes state
Input templates	Verify Diagnose Repair Test & Resolve Close

Resolution notes generation skill

The resolution notes generation skill includes the inputs that identify the table and fields that are used when the resolution notes are generated for a service problem case.

In this release, you can't modify a skill's input data source. The data source contains the tables and fields that the skill relies on.

Table 10. Inputs for the resolution notes generation skill
Input	Description
Input table	Service Problem Case [sn_sprb_mgmt_case]
Input fields	Description Short description Work notes Additional comments

Test summarization skill

The test summarization skill includes the inputs that identify the table and fields that are used when a test summary is generated.

The following table lists the inputs that you can configure for the test summarization skill.

Table 11. Inputs for test summarization skill
Input	Description
Input table	Test Run [sn_st_mgmt_test]
Input field	Name

Table 12. Related input for test summarization skill
Input	Description
Input table	Test Measure [sn_st_mgmt_test_measure]
Input field	Metric name Metric description Value Rule violation

Knowledge article generation skill

The knowledge article generation skill includes the inputs that identify the table and fields that are used when the knowledge article draft is generated for a case.

In this release, you can't modify a skill's input data source. The data source contains the tables and fields that the skill relies on.

The following table lists the inputs for the knowledge article generation skill.

Table 13. Related inputs for the knowledge article generation skill
Input	Description
Input table	Case [sn_customerservice_case]
Input fields	Short description Description Resolution notes Work notes Comments

Account onboarding case summarization skill

The account onboarding case summarization skill includes the inputs that identify the table and fields that are used when an account onboarding summary is generated. You can configure the input in the following account onboarding case stages:

Form details
Data capture
Development
Training
Testing

Table 14. Inputs for the account onboarding case summarization skill
Input	Description
Input table	Account Onboarding Case [sn_acct_lc_onb_case]
Input fields	Service Exchange integration Short description Description Go live date Days remaining Work notes Additional comments
Stage - Data Capture

Table 15. Related input for account onboarding skill
Input	Description
Input table	Account Lifecycle Import Task
Input field	State Days remaining Published records Work notes Additional comments Target table Total records updated

Table 16. Related input for account onboarding skill
Input	Description
Input table	Account Lifecycle Task
Input field	Short description State Days remaining Type Work notes Additional comments

Table 17. Related input for account onboarding skill
Input	Description
Input table	Account Lifecycle Import Task
Input field	State Days remaining Published records Work notes Additional comments Target table Total records updated

Engagement summarization skill

The engagement summarization skill includes the inputs that identify the table and fields that are used when an engagement summary is generated.

Table 18. Inputs for the engagement summarization skill
Input	Description
Input table	Engagement [sn_acct_lc_engagement]
Input fields	State Stage Renewal date Initial go-live date Perceived health

Table 19. Related input for engagement summarization skill
Input	Description
Input table	Risk and issue
Input fields	State Due date Probability

Table 20. Related input for engagement summarization skill
Input	Description
Input table	Internal play
Input fields	Due date Progress

Table 21. Related input for engagement summarization skill
Input	Description
Input table	Success case
Input fields	Due date Progress

Table 22. Related input for engagement summarization skill
Input	Description
Input table	Success initiative
Input fields	Due date Progress

Table 23. Related input for engagement summarization skill
Input	Description
Input table	Success outcome
Input fields	Progress Base value Current value Target value

Touchpoint summarization skill

The touchpoint summarization skill includes the inputs that identify the table and fields that are used when a touchpoint summary is generated.

Table 24. Inputs for the touchpoint summarization skill
Input	Description
Input table	Engagement [sn_acct_lc_touchpoint]
Input fields	Squad Progress

Table 25. Related input for touchpoint summarization skill
Input	Description
Input table	Meeting details
Input fields	Conference details Meeting type Meeting start time Meeting end time Customer notes Meeting notes State

Customer play summarization skill

The customer play summarization skill includes the inputs that identify the table and fields that are used when a customer play summary is generated.

Table 26. Inputs for the customer play summarization skill
Input	Description
Input table	Customer play
Input fields	Engagement Account Progress Days remaining Squad Contact Short description Description Product

Table 27. Related input for customer play summarization skill
Input	Description
Input table	Success task
Input fields	State Short description Description Due date

Table 28. Related input for customer play summarization skill
Input	Description
Input table	Meeting details
Input fields	State Name Meeting start time Meeting end time

Internal play summarization skill

The internal play summarization skill includes the inputs that identify the table and fields that are used when an internal play summary is generated.

Table 29. Inputs for the internal play summarization skill
Input	Description
Input table	Internal play
Input fields	Engagement Account Progress Squad Contract Short description Description Product Days remaining

Table 30. Related input for internal play summarization skill
Input	Description
Input table	Internal play task
Input fields	State Short description Description Due date Days remaining

Success initiative summarization skill

The success initiative summarization skill includes the inputs that identify the table and fields that are used when a success initiative summary is generated.

Table 31. Inputs for the success initiative summarization skill
Input	Description
Input table	Success initiative
Input fields	Primary success outcome Account Sold product name Sold product number Squad Short description Description State Contact Days remaining

Table 32. Related input for success initiative summarization skill
Input	Description
Input table	Success task
Input fields	State Short description Description Due date Days remaining

Lookup similar engagements skill

The Lookup similar engagements skill includes the inputs that identify the table and fields that are used when a product adoption roadmap is generated.

Table 33. Inputs for the Lookup similar engagements skill
Input	Description
Input table	Engagement [sn_acct_lc_engagement]
Input fields	Phase table Product usage Product capability usage Phase field (Activation status, Business criticality, Customer priority, Usage plan)

Remote Hands Case Summarization skill

Table 34. Inputs for the Remote hands case summarization skill
Input	Description
Input table	Remote Hands Case table (sn_remote_hands_case)
Input fields	Remote Hands Case table Service Priority State Channel Short Description Description