Skill inputs and triggers for Now Assist for IT Service Management (ITSM)
Summarize
Summary of Skill Inputs and Triggers for Now Assist for IT Service Management (ITSM)
Now Assist for IT Service Management (ITSM) allows you to configure skill inputs and triggers to control how and when specific skills are utilized. Inputs define the data sources, while triggers initiate actions, such as generating summaries from chats or incidents.
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Key Features
- Chat Summarization Skill: Configurable triggers determine when chat summaries are generated, including:
- Virtual Agent to Live Agent handoff
- Quick action by live agents
- Chat wrap-up by live agents
- Task creation updates for incident records
- Incident Summarization Skill: Inputs specify the tables and fields used for incident summaries, which include:
- Incident table
- Description
- Short description
- Work notes
- Additional comments
- Resolution Notes Generation Skill: Similar to the incident summarization skill, it identifies inputs for generating resolution notes from incidents.
- Knowledge Article Generation Skill: This skill uses specified inputs to draft knowledge articles from incidents, utilizing fields like:
- Short description
- Description
- Resolution notes
- Work notes
- Comments
- State (Resolved or Closed)
Key Outcomes
By effectively configuring skill inputs and triggers in Now Assist for ITSM, customers can streamline incident management processes, enhance chat interactions, and improve knowledge article creation, leading to greater efficiency in IT service operations.
Get a quick overview of the skill inputs and triggers for Now Assist for IT Service Management (ITSM). By configuring the inputs or triggers for a skill, you can determine how and when a skill is used.
Now Assist for IT Service Management (ITSM) overview
Depending on the selected skill, you can configure the inputs or triggers. These settings determine how and when 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 an incident summary. A trigger initiates an action, such as when the system generates a chat summary.
Chat summarization skill
For the chat summarization skill, select the triggers that determine when a chat summary is generated. You can also select the properties that control how a chat summary is displayed.
The following table lists the triggers that determine when a chat summary is generated and how a chat summary is displayed.
| Trigger | Description |
|---|---|
| Virtual Agent to Live Agent handoff | Chat summary that is generated when the chat handoff is done from Virtual Agent to a live agent. |
| Quick action | Chat summary that is generated when the live agent performs the /summarize quick action. |
| Chat wrap-up | Chat summary that is generated when the live agent ends the chat. The Chat Summary field is updated for the interaction. |
| Short description | Short description field that is updated for the interaction when the live agent ends the chat. |
| Task creation | Short description and Description fields that are auto-populated on the task record when a task is created. |
The following table lists the property for the chat summarization skill.
| Property | Description |
|---|---|
| Bulleted list | If selected, the chat summary is displayed as an unordered list. |
Incident summarization skill
The incident summarization skill includes the inputs that identify the table and fields that are used when an incident summary is generated.
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 incident summarization skill.
| Input | Description |
|---|---|
| Input table | Incident [incident] |
| Input fields |
|
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 an incident.
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 resolution notes generation skill.
| Input | Description |
|---|---|
| Input table | Incident [incident] |
| Input fields |
|
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 an incident.
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.
| Input | Description |
|---|---|
| Input table | Incident [incident] |
| Input fields |
|
| State |
|