Skill inputs and triggers for ServiceNow Otto for Public Sector Digital Services (PSDS)
Summarize
Summary of Skill inputs and triggers for ServiceNow Otto for Public Sector Digital Services (PSDS)
ServiceNow Otto for Public Sector Digital Services (PSDS) enables configuration of skill inputs and triggers to control when and how specific skills are used within the platform. Skills utilize defined inputs—such as tables and fields containing relevant data—and triggers that initiate actions based on events or user interactions. This configuration helps automate and streamline case and chat summarization as well as resolution note generation.
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Chat Summarization Skill
This skill generates summaries of chat interactions and allows configuration of triggers and display properties:
- Triggers: Define the events that prompt chat summary generation, including:
- Virtual Agent to Live Agent handoff
- Live Agent to Live Agent handoff
- Quick action (/summarize command by live agent)
- Chat wrap-up (when chat ends)
- Task creation (auto-populating short description and description fields on task records)
- Inputs: Primarily Virtual Agent chat conversations and specific portals. The default product portal is mandatory and portals used by other products cannot be selected.
- Display Property: Option to show chat summaries as a bulleted list or paragraph format.
Case Summarization Skill
This skill generates summaries for cases by utilizing predefined input tables and fields:
- Input Table: Case [sncustomerservicecase]
- Input Fields: Description, Short description, Work notes, Additional comments
- The input data source is fixed and cannot be modified in this release.
Resolution Notes Generation Skill
This skill generates resolution notes for cases using specific inputs:
- Input Table: Case [sncustomerservicecase]
- Input Fields: Description, Short description, Work notes, Additional comments, Email
- Similar to case summarization, the input data source is fixed and not modifiable in this release.
Practical Benefits for ServiceNow Customers
By configuring these inputs and triggers, customers can automate the generation of chat and case summaries as well as resolution notes, improving efficiency and consistency in handling customer interactions and cases. The ability to select triggers ensures summaries are created at appropriate stages of the communication or case lifecycle, while input configurations guarantee relevant data is included. Display options for chat summaries enable customization for easier readability by agents.
Use the inputs and triggers for each skill to configure how and when a skill is used.
Overview of skills and triggers
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.
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.
| 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. |
| Live Agent to Live Agent handoff | Chat summary that is generated when the chat handoff is done from a live 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 from an interaction. |
The following table lists the inputs for the case summarization skill.
| Input | Description |
|---|---|
| Chat conversations | Virtual Agent chat conversations are input data by default. |
| Portals | Portals to use as the source of the input data. You can't deselect the default product portal, and portals that are already in use by other products can't be selected. |
The following table lists the property that you can select to control how a chat summary is displayed.
| Property | Description |
|---|---|
| Bulleted list | Chat summary as an unordered list. When this option is set to Off, the chat summary can be viewed in paragraph form. |
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.
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 case summarization skill.
| Input | Description |
|---|---|
| Input table | Case [sn_customerservice_case] |
| 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 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 resolutions notes generation skill.
| Input | Description |
|---|---|
| Input table | Case [sn_customerservice_case] |
| Input fields |
|