---
sourceDocument: Yokohama Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/customer-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Additional skill input and trigger information

# Additional skill input and trigger information {#ariaid-title1}

* Release version: Yokohama
* 
* Updated June 3, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Enable remaining Generative AI Skills within Now Assist CSM, and reference summarized details to complete setup.

## Overview of skills and triggers {#additional-skill-input-and-trigger-information-for-now-assist_0__section_gtv_fs4_hzb}

Depending on the selected skill, you can configure 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.

## Sidebar discussion summarization skill {#additional-skill-input-and-trigger-information-for-now-assist_0__section_kdq_cmn_bcc}

For the sidebar discussion summarization skill, select the triggers that determine when a sidebar discussion summary is generated.

The following table lists the triggers that determine when a sidebar discussion summary is generated.  
{#additional-skill-input-and-trigger-information-for-now-assist_0__table_qvw_gmn_bcc__entry__2}

| Trigger | Description |
|-|-|
| User triggered | Sidebar discussion summarization that is generated when the agent manually triggers the skill. |
[Table 1. Triggers for the sidebar discussion summarization skill]

{#additional-skill-input-and-trigger-information-for-now-assist_0__table_qvw_gmn_bcc}

## Case sentiment analysis skill {#additional-skill-input-and-trigger-information-for-now-assist_0__section_a5t_bcv_52c}

The case sentiment analysis skill includes the inputs and outputs that identify the table and fields that are used when a case sentiment is generated.  
The following table lists the inputs for the case sentiment analysis skill.{#additional-skill-input-and-trigger-information-for-now-assist_0__table_apt_5cv_52c__entry__2}

| Input | Description |
|-|-|
| Input table | Case \[Case\] |
| Input fields | * Short description * Description * Priority * State * Task creation date * Activities * Task SLA {#additional-skill-input-and-trigger-information-for-now-assist_0__ul_wjb_z2v_52c} |
[Table 2. Inputs for the case sentiment analysis skill]

{#additional-skill-input-and-trigger-information-for-now-assist_0__table_apt_5cv_52c}  
The following table lists the outputs for the case sentiment analysis skill.{#additional-skill-input-and-trigger-information-for-now-assist_0__table_ffk_hfv_52c__entry__2}

| Output | Description |
|-|-|
| Sentiment values | * Very positive * Positive * Neutral * Negative * Very negative {#additional-skill-input-and-trigger-information-for-now-assist_0__now-assist-itsm-skills_ul_jdt_zdj_l2c} |
| Sentiment trend | * Improving * Declining * Stable {#additional-skill-input-and-trigger-information-for-now-assist_0__ul_qq5_kfv_52c} |
| Sentiment reasoning | Reasons for provide the sentiment value. |
[Table 3. Outputs for the sentiment analysis skill]

{#additional-skill-input-and-trigger-information-for-now-assist_0__table_ffk_hfv_52c}  
The following table lists the scheduled job for the sentiment analysis skill{#additional-skill-input-and-trigger-information-for-now-assist_0__table_msm_4fv_52c__entry__3}

| Scheduled job name | Default value | Description |
|-|-|-|
| Sentiment analysis scheduled job (case) | True | Refreshes sentiments on the Trigger frequency screen for the Sentiment analysis skill. |
| Update sentiment historical records | False | When active, calculates sentiment and sentiment trends for historical records. |
[Table 4. Scheduled job for the sentiment analysis skill]

{#additional-skill-input-and-trigger-information-for-now-assist_0__table_msm_4fv_52c}

## Suggested steps generation skill {#additional-skill-input-and-trigger-information-for-now-assist_0__section_ufh_fgv_52c}

The following table lists the suggested steps generation skill{#additional-skill-input-and-trigger-information-for-now-assist_0__table_id3_4qw_52c__entry__2}

| Input | Description |
|-|-|
| Input table | sn_customerservice_case |
| Input field | Short description The skill uses this field to cluster cases based on similar cases closed in the past. |
| Conditions | Filter conditions to generate the suggested steps. Similar cases closed or resolved within the last 6 months are used by default to create the case clusters. |
[Table 5. Inputs for suggested steps generation skill]

{#additional-skill-input-and-trigger-information-for-now-assist_0__table_id3_4qw_52c}