Skill inputs and triggers for Now Assist for HR Service Delivery (HRSD)

  • Release version: Xanadu
  • Updated November 4, 2024
  • 2 minutes to read

    • Get a quick overview of the skill inputs and triggers for Now Assist for HR Service Delivery (HRSD). By configuring the inputs or triggers for a skill, you can determine how and when a skill is used.

    Skill Inputs 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 a case 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 and how a chat summary is displayed.

    The following table lists the triggers that you can configure for the chat summarization skill of the Chat Assist feature.
    Table 1. Triggers for the chat summarization skill
    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.
    Short description Short description field that is updated for the interaction when the live agent ends the chat.
    Chat wrap-up Chat summary that is generated when the live agent ends the chat. The Chat Summary field is updated for the interaction.
    Bulleted list Chat summary as an unordered list.
    Task creation Short description and Description fields that are auto-populated when a task is created.

    Case summarization skill

    The case summarization skill includes the inputs that identify the table and fields that are used when a case summary is generated.
    Note:
    These fields are read-only.
    The following table lists the inputs for the case summarization skill.
    Table 2. Inputs for the case summarization skill
    Input Description
    Input table HR Case [sn_hr_core_case]
    Input fields
    • Description
    • Priority
    • Short description
    • State
    • Additional comments
    • Work notes
    Note:
    Case summarization is not available for Cancelled or Suspended cases.

    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 case.
    Note:
    These fields are read-only.
    The following table lists the inputs for the resolution notes generation skill.
    Table 3. Inputs for the resolution notes generation skill
    Input Description
    Input table HR Case [sn_hr_core_case]
    Input fields
    • Short description
    • Description
    • State
    • Additional comments
    • Work notes

    Email reply recommendation

    For the email reply recommendation skill, select the triggers that determine when an email reply recommendation is generated.

    The following table lists the triggers that determine when an email reply recommendation is generated.
    Table 4. Triggers for the chat reply recommendation skill
    Input Description
    User triggered Email reply recommendation that is generated when the agent manually triggers the skill.

    Knowledge article generation skill

    The knowledge article generation skill includes the inputs that identify the table and fields that are used when a knowledge article is generated for a case.
    Note:
    These fields are read-only.
    The following table lists the inputs for the knowledge article generation skill.
    Table 5. Inputs for the knowledge article generation skill
    Input Description
    Input table HR Case [sn_hr_core_case]
    Input fields
    • Short description
    • Description
    • Close notes (for HR cases)
    • Additional comments
    • Work notes